The Basics

This section covers different elements of the Digital Customer Engagement platform that should be generally understood by all.

Key terms

Channel: A channel is a communication medium supported by the platform. Supported channels include SMS, Email, Push notification, RCS, and WhatsApp.

Dashboard: The Dashboard is the platform's information management tool used to monitor the overall performance of your messaging services, campaigns, and subscriber gains, displaying relevant KPIs, metrics, and data points.

E.164 format: An ITU recommendation for the International Public Telecommunications Numbering Plan, used in the world's Public Switched Telephone Network (PSTN). It defines a common format for international phone numbers prefixed with a ( + ) sign followed by a sequence of up to 15 digits, made up of a Country Code (1 to 3 digits) and a Subscriber Number that includes the area code (maximum 12 digits).

Keyword: A keyword is a word or sequence of letters, numbers or a combination thereof, that triggers a specific platform behavior when received. Keywords are used in different situations: in campaigns (Keyword, E-swipe, Trivia, Polls & Surveys, etc.), and platform user-interaction detection (Auto-Reply Message, Opt-Out Configuration, Help Response Configuration, Join Response). A keyword and the platform's direction, this is, the number or code (short or long) advertised by the platform for its use, have to be a unique pair and can only be used in one campaign and only one, so it can elicit the proper response from the platform.

Personalized Fields: Personalized fields are variables that can be added to messages for a personal touch to the message contents in your campaigns. The Digital Customer Engagement platform has de facto fields that can be used in personalizing messages but these are not modifiable, but you can add your own fields to address more involved scenarios. When personalized fields are included in a message, they will be enclosed in square brackets like so [[field]].

Types of Messages you can send

The Digital Customer Engagement platform offers multiple message types:

  • SMS: A message that you can send to an MSISDN (phone number). SMS messages appear in the recipients' native SMS clients.

  • Email: An HTML or plain-text email you send to registered users. Email notifications appear in recipients' email inboxes.

  • RCS for Business: RCS Business Messaging upgrades the business messaging experience of the traditional SMS message, enabling businesses to thrust their brand, with useful, media-rich interactive messages and expanding the analytics capabilities.

  • WhatsApp: allow your businesses to communicate with your customers at scale via the most popular messaging App in the world.

  • Push notification: An application-based messaging service that pops up on the screen of a mobile device that has the App installed. Push notifications appear as banners.

Types of Campaigns you can assemble

The platform supports multiple campaigns types:

  • E-Swipe content: Send images or video Catalogs, Brochures, or Bulletins to subscribers offering promotions, plans, and other content of interest to your audience.

  • Scratchcard: Send Virtual Scratch cards to Subscribers allowing them to reveal your promotional content, plan upgrades, prizes, and whatever surprises you have in store for your target audiences.

  • Subscription Landing Page: Create a Web Landing Page and add new users to your subscription list.

  • Wallet Pass: Engage and interact with subscribers through virtual cards and digital coupons.

  • Trivia Interaction: Challenge the knowledge and awareness of your audiences with SMS or Web Trivia contests.

  • Poll & Surveys: Generate Polls to gain insights on a myriad of subjects and get snapshots of your audience's opinions and perceptions at any time.

  • Keywords: Add to your multichannel marketing tools messaging Keyword capabilities to increase brand awareness and engagement.

  • Geofence: Include Geolocation in your campaigns by defining virtual fences to interact with users based on their current location.

  • Telecom Raffle: Award Telecom Prizes to Subscribers with gamification components such as digital - Scratch Cards or Spin Wheels.

You can also combine Campaigns creating a richer experience for your users with more relevant content.

Additional Data

The following Push Notification Types require additional data:

Before adding additional data, it is helpful to understand the key/value pair definition.

Key/value pairs are a set of linked items: a unique identifier and a value.

Each word represents a unique identifier or key, and the value is that word's definition. Key/Value pairs allow you to populate content, create custom deep links, and much more.

These identifiers and definitions need to be built into the code of the Mobile App so that it can recognize the keys and know how to respond with the correct values.

Key/value pairs are used to alter the design elements of Push messages. The Mobile App may be configured to change the layout of the Push messages by including a key/value pair with the message. With help from the App's development team, you can design custom Push messages that drive action and engagement inside the App.

Another common use case for key/value pairs is for delivering deep linking Push Messages. When paired with a CTA in an in-app message, use the key/value pair to drive users into a specific screen deeper in the App.

For example, if you need a user to update their billing information, you can direct them to the 'Account Settings' screen by linking to it with a key/value pair.

Therefore, the most common use case for key/value pairs is for personalizing messages.