Create a multichannel campaign with orchestration rules

Using a single contact list, create and manage a multichannel campaign that uses orchestration rules. Manage your campaigns efficiently from one contact list with a designated column for preferred channels. Filter contacts based on their preferred communication channel: voice, email, or SMS. 

The filters in your campaigns are dynamic, which means that they are constantly evaluated during the campaign’s runtime. Your contact list filters dynamically and campaigns execute simultaneously across the different channels. When a contact’s preferred channel is updated, the contact automatically redirects to the appropriate campaign, which allows for simultaneous execution of voice, SMS, and email campaigns, and managed from a single list. 

To create a multichannel campaign, and with an understanding of contact list filters and rule management, you need: 

• A contact list with a designated column to specify channel preferences
• Access to create and manage campaigns in Genesys Cloud

To create and efficiently manage a multichannel campaign in Genesys Cloud without the need for Data Actions, follow these steps. 

1. Format the contact list
   • When you create your contact list, include a column, such as Preferred Channel, that indicates whether the contact prefers Voice, Email, or SMS.
   • Add more columns for your campaign, if necessary, such as contact information or segmentation data.
2. Create the contact list filters that direct each contact to the appropriate campaign type. For your preferred channel column, create filters for each communication channel.
   • Voice filter, to filter contacts preferring voice communication
   • SMS filter, to filter contacts preferring SMS
   • Email filter, to filter contacts preferring email
3. To ensure that each campaign targets only contacts with the corresponding preferred channel, create your campaigns and apply the corresponding filters. 
   • Voice campaign: Apply the Voice filter
   • SMS campaign: Apply the SMS filter
   • Email campaign: Apply the Email filter
   Note: It is most important, when creating your campaign, to make sure you enable both Dynamic Queuing and Dynamic Filtering. These settings are critical for a functioning multichannel campaign.
4. (Optional) Next, set up the following orchestration rules:
   • Post-call (wrap up) rules for voice: After a call completes, create rules that update the contact’s Preferred channel based on conditions. For example, use a wrap-up rule to evaluate whether the number of voicemails that remain is greater than X, and if so, modify the contact’s preference column.
   • Post-contact rules for digital channels: For SMS and email campaigns, set up rules that modify the contact’s preference or when certain conditions are true. For example, with a post-contact rule, update a time stamp after contact is made, and then in a pre-contact rule check how much time has passed after the last attempt. If the time falls within a specified window, modify the contact’s preference.