Proactive Web Campaigns

Web campaigns are online strategic initiatives to promote a product, service, cause, or brand. They harness the power of web engagement to reach and engage target audiences effectively. Their utility lies in their ability to amplify visibility, generate leads, foster brand awareness, and ultimately, achieve predefined objectives with precision and measurable outcomes.

You can access the Proactive Web Campaigns by going to Campaign Management > Proactive Web.

Proactive Web Campaign Types

TYPE	DESCRIPTION
Chat	A message is displayed on the web page. This action pushes the configured messages to the chat widget message channel.
Banner	A banner is displayed to the customer at the top or bottom of a web page.
Post	A post is displayed as a pop-up at the center of the web page.
Button	A button is displayed to the customer on the web page. This button can be static or triggered by an action from the customer and can be placed on the right or left side of the web page.

On this page, the following details of the web campaigns are shown in a table:

• Name - The campaign name and Type.
• Actions - Play/Pause/Replay, Stop, Edit, Clone campaign.
• Status - Status of the campaign.
  • Ready: When a campaign is saved and ready to run.
  • Active: The campaign is started and running.
  • Paused: The campaign is paused.
  • Completed: The campaign is exhausted, and all the proactive messages are sent.
• Type - Chat, Post, Banner, or Button.
• Sent - The count of proactive messages sent to website visitors.
• Goals - The count of campaign goals achieved.

Filters

Campaign Managers can create, duplicate, mark as default, delete and edit filters for the campaigns.

Create a Filter

Steps to create a filter:

1. Click Filters in the top right corner.
   

2. Click + Add New Filter.

3. Select the Web Campaign Type and Status, and choose their respective sub-filters.
   

4. Click Save & Apply.

5. On the pop-up window, enter a name (up to 20 characters) for the filter and click Save & Apply.

   Turn on the Make this the default view toggle to view the filter as the default filter on the voice campaigns tab.
   

6. Click the Filters dropdown to view Saved Filters. Hover over the saved filter to view the following options:

   • Duplicate
   • Mark as Default
   • Delete
   • Edit

Duplicate a Filter

Steps to duplicate a Filter:

1. Click Duplicate.
   

2. Enter a name for the duplicate filter and click Save. A notification appears, creating the duplicate filter with the same attributes as the original filter.

Mark as Default

Step to mark a filter as default:

1. Click Mark as Default.
   

   A notification appears, and the filter is marked as default.

   Note

   Clicking the Mark as Default again will un-mark the filter.

Delete a Filter

Steps to delete a filter:

1. Click Delete.
   

2. Click Delete on the confirmation pop-up. The Filter is deleted.

Edit a Filter

Steps to edit a filter:

1. Click Edit.
   

2. Make the required changes and click Save & Apply. A confirmation is displayed, and the filter is updated.

Create Proactive Web Campaigns

Creating proactive web campaigns involves strategizing and implementing initiatives to anticipate and address user needs before they arise, enhancing user experience and engagement. Campaign managers are crucial in orchestrating these efforts, utilizing data-driven insights and innovative techniques to craft compelling content and optimize campaign performance.

Steps to create a proactive web campaign:

1. Go to Campaign Management > Proactive Web.
2. Click + New Campaign.
   

Chat

1. On the New Proactive Web Campaign page, click Chat.
   

2. Click the General tab and enter the Campaign Name and Description.

3. Click the Layout Design tab. Under the Message Header click the Edit icon to enter the header Text and Image that can be used along with the displayed message, and click Save. The message header is enabled by default.
   

4. Click the Edit icon and enter the message to be displayed to the website visitor. You can select the font size, make the text bold, italics, underline, select, add links, text color, or add variables, and click Save.
   

5. Click + Add Button to add a new button.

   Click the Edit icon to edit the details of an existing button. You can enter the Text for the button, select the Action performed on clicking the button, Background Color, Text Color for the button, and click Save.
   
   The following options are available for the Actions:
   1. Send to URL - Selecting this option displays the URL field where the user will be redirected.
   2. Send to AI Agent - The conversation will be redirected to the AI Agent.
   3. Dismiss - Dismiss the proactive chat offer.

6. Under the Appearance section, select the Message Bubble Alignment, Bubble Alignment, and Dark Shadow.
   

7. The Preview Section on the left side shows the configured layout.

8. Click the Engagement Strategy tab and configure the following:

   1. Website: Click the + Add Website button and select the URL or Page Name. URLs are crucial for directing users to specific web pages, tracking campaign performance, and optimizing user experience, ultimately enhancing audience engagement and conversion rates. Select the URL and the condition about what the URL contains.
      

   2. Rules: Rules define when a Proactive Web Campaign (PWC) should engage with a website visitor. Use rules to target visitors based on who they are, what they're doing, and where they are on the site.

      To add rules:

      1. Click + Add Rule.

      2. Define the rules.

         You can use multiple rules together to build complex engagement strategies.
         

         Available Built-in Rule Fields and Supported Operators

         Field	Data Type	Supported Operators
         Page Visit Count	Number	Equals, Greater Than or Equal To
         Time Spent	Number	Equals
         User	String	Is (known / anonymous)
         Country	String	Is
         State	String	Is
         City	String	Is
         Device	String	Is (Mobile / Laptop / Tablet)
         URL	String	Contains, Ends With
         Page Name	String	Is, Contains
         Hover On	String	ID, Class, and Query Selector

         The NOT operator can be applied at each condition level to invert any condition.

         To find a selector:

         • Right-click the element on the page and select Inspect.
         • Use the id, class, or right-click to Copy selector.

      Note

      The above steps are specific to Chrome browser and might vary for other web browsers.

   3. Exclusions Use Exclusion Rules to define conditions under which a campaign should not be triggered.

      To add exclusions:

      • Go to the Exclusions section.
      • Add rules using the same fields and options available in the main rule section.
        

   Note

   When creating a campaign using an existing template, any predefined rules from the template will appear in the Rules section as a single group. You can view and edit them during campaign creation.

   Custom Condition

   If your site sends additional visitor information, you can use it in rules. These appear as selectable fields when adding a rule/exclusion.

   Click + Add Custom Condition to create your own rule. Campaign managers can configure the custom values (in JSON format) as:

   Custom Field Name(Key Name), operator from the defined operators list, and value
   

   Supported Custom Condition Operators

   Depending on the selected field, the following operators may appear:

   • Equal
   • Begins With
   • Ends With
   • Contains
   • Greater Than
   • Greater or Equal
   • Less Than
   • Less or Equal
   • Between
   • In

   Example Field Names

   name
   details.location
   details.cart[0].productName
   

   Sample JSON

   {
   "name": "Example",
   "details": {
       "location": "India",
       "cart": [{
       "productName": "AI as Service",
       "isActive": true
       },
       {
       "productName": "AI as Work",
       "isActive": true
       }]
   }
   }
   

9. Goals: The purpose is to provide clear objectives and measurable targets to guide the campaign's strategy and assess its effectiveness in achieving desired outcomes. Click the + Add Goal button and select the goals.

10. Channel: The purpose of channels in a web campaign is to designate a medium through which the campaign's message is disseminated, facilitating targeted outreach and engagement with the intended audience. Select the channel for the campaign from the dropdown.

11. Engagement Hours: Select the time duration for running the campaign. You can select from the following:

    1. Anytime: The campaign will be visible 24 hours, 7 days a week.
    2. Custom: The campaign will be visible in the chosen time zone only during the set days and times.

12. Click Save.

Post

1. On the New Proactive Web Campaign page, click Post.
   
2. Click the General tab, and enter the Campaign Name and Description. Steps to add the name and description are same for all proactive web campaign types. Learn more.

3. Click the Layout Design tab. Click the Edit icon under Message, enter a message to be displayed, and click Save. You can use the options available in the editor to design the layout. Under Appearance, select the Size.

4. Click the Engagement Strategy tab and configure the Website, Rules, Exclusions, Goal, Channel, and Engagement Hours. Steps to configure the engagement strategy are same for all proactive web campaign types. Learn more.

5. Click Save.

Banner

1. On the New Proactive Web Campaign page, click Banner.
   

2. Click the General tab, and enter the Campaign Name and Description. Steps to add the name and description are same for all proactive web campaign types. Learn more.

3. Click the Layout Design tab. Click the Edit icon under Message, enter a message to be displayed, and click Save. You can use the options available in the editor to design the layout. Under Appearance, select the Pattern (Sticky/Floating), Placement (Top/Bottom), Background, and Text Color.
   

4. Click the Engagement Strategy tab and configure the Website, Rules, Exclusions, Goal, Channel, and Engagement Hours. Steps to configure the engagement strategy are same for all proactive web campaign types. Learn more.

5. Click Save.

Button

1. On the New Proactive Web Campaign page, click Button.
   

2. Click the General tab, and enter the Campaign Name and Description. Steps to add the name and description are same for all proactive web campaign types. Learn more.

3. Click the Layout Design tab. Click the Edit icon on the right corner and do the following:

   1. Enter the Text that will be displayed on the button.
   2. Select the Action (Send to URL/Slide Out Message) to be performed when the button is clicked.
   3. Upload an image if required.
   4. Enter the header Text that will be displayed when the button is clicked.
   5. Enter the Message that will be displayed when the button is clicked. You can use the options available in the editor to design the layout.
   6. Select the Background and Text Color.
   7. Select the Placement of the button (Left/Right).
      

4. Click the Engagement Strategy tab and configure the Website, Rules, Exclusions, Goal, Channel, and Engagement Hours. Steps to configure the engagement strategy are same for all proactive web campaign types. Learn more.

5. Click Save.

Templates

The purpose of using templates in web campaigns is to streamline and expedite the creation of consistent and visually appealing content. Templates provide a structured framework that enables you to easily plug in content elements, ensuring uniformity across various campaign materials. By using templates, marketers can save time, maintain brand coherence, and efficiently produce engaging content tailored to different platforms and audience segments. Additionally, templates facilitate collaboration among team members and allow for swift adjustments and iterations based on campaign performance and feedback. Overall, templates enhance productivity, brand consistency, and campaign effectiveness in the dynamic landscape of digital marketing.

You can choose templates by going to Campaign Management > Proactive Web > + New Campaign > All Templates or Choose from Templates.

Using a Template to Create a Proactive Web Campaign

Steps to create a proactive web campaign using a template:

1. Click the template that you want to use for the campaign. For example, Banner.
2. The template format is displayed. Click Use this Template.
3. The New Proactive Web Campaign page is displayed.
4. Enter the required information and create the web campaign.

Schedule Proactive Web Campaigns

Scheduling allows precise control over when your messages will be delivered. You can seamlessly plan campaigns to coincide with peak engagement times, ensuring maximum impact. Whether daily, weekly, Monthly, or Yearly, tailor your schedule to optimize outreach and enhance audience responsiveness. Scheduling a campaign will activate the campaign at a designated date and time.

Steps to schedule a Campaign:

1. Click the Schedule tab and turn on the Schedule Campaign toggle.
2. Select the campaign Start Date & Time. End Date & Time is optional.
3. Select the Time Zone in which the campaign will be dialed.

4. Turn on the Recurrence toggle if you want the campaign to recur at defined intervals. You can select from the following options:

   • Daily,
   • Weekly,
   • Monthly,
   • Yearly.

   Every “Enter Value” day(s) is a subset of what you select, Daily, Weekly, Monthly, or Yearly.

   

   Note

   When a Scheduled campaign completes the first occurrence, it considers that run as complete so on the next recurrence it will start reaching the contacts freshly. For example, If a campaign is scheduled to run every week on Monday then on the first occurrence of Monday, the dialer will dial as many contacts as it can and then treat the contact list as completed. The next Monday the dialer will again consider dialing all contacts in the list.

5. Turning on the Allow Recurrence Precedence toggle will give the recurrence start and end time precedence over Contactable timings. For example, if Contactable Timings are 9:00 AM to 6:00 PM but the user selects Recurrence Start Time as 8:00 AM, the campaign will start contacting from 8:00 AM.
   

6. Click Save. A campaign is created as per the configured schedule.

   Notes

   • When a timezone is selected in the Contactable Timings section, it automatically becomes the default timezone for scheduling in the 'Schedule' section. However, campaign managers can still choose a different timezone from the dropdown if necessary.

   • Once a campaign is scheduled, it will become active at the specified date and time. However, the contacts will be dialed according to the 'Contactable Timings' time and timezone settings.

   • To ensure accuracy, the contacts are scrubbed again 15 minutes before the scheduled time of a campaign.

   • A scheduled campaign will automatically run at the scheduled date or time but the contacts are dialed as per the contactable timings and timezone. Clicking the Run button for a scheduled campaign displays an error message.

Stop a Scheduled Campaign

Click the Stop button under actions. Stopping a scheduled campaign will end the instance of that campaign; re-running a stopped scheduled campaign creates a new instance and all the contacts will dialed again.

A confirmation message is displayed. Click Stop.

Edit a Proactive Web Campaign

Editing a proactive web campaign allows you to make changes to the campaign as per your needs.

Steps to edit a web campaign:

1. Click the ⋮ icon beside the campaign name and click Edit.

2. Do the required changes and click Save.
   

Clone a Proactive Web Campaign

Cloning a proactive web campaign creates a replica of the original campaign. This is useful when two or more similar campaigns are run simultaneously.

Steps to clone a web campaign:

1. Click the ⋮ icon beside the campaign name and click Clone.
2. A cloned copy of the original campaign is created.
   

Stop a Proactive Web Campaign

Stopping a web campaign resets the data, and a new instance of the campaign is created when you rerun the campaign.

Steps to stop a web campaign:

1. Click the Stop button under Actions for the campaign you want to stop.
2. Click Stop to confirm.

Delete a Proactive Web Campaign

You can delete a web campaign if it has served its purpose or is no longer required.

Steps to delete a web campaign:

1. Click the ⋮ icon beside the campaign name and click Delete.
2. Click Delete to confirm. The web campaign is deleted successfully.

Run Proactive Web Campaigns

You can run a proactive web campaign by clicking the Play button.

When the campaign runs, you can pause or stop it. You can also rerun a completed campaign.

Export and Import Web Campaigns

The Export and Import Web Campaigns feature enables supervisors to back up, migrate, and reuse Proactive Web Campaigns between accounts. It provides flexibility in campaign management while maintaining data integrity and traceability through detailed change logs.

Export Campaigns

Supervisors can export one or more campaigns to a file for import into another account. They can export a maximum of 50 campaigns in a single operation. To export more, users must perform multiple export actions.

Selection Modes

The Export Campaigns option provides two selection modes to manage campaign selections.

Select All (Page-Level)

• Selects all campaigns visible on the current page.
• The selection resets when navigating to another page.
• If a user modifies the selection, the mode switches to Individual Selection.

Individual Selection (Multi-Page)

• Allows selecting specific campaigns across multiple pages.
• Selections persist when navigating to another page.
• Offers precise control over which campaigns to export.

Selections automatically clear when users perform any of the following actions:

• Apply search, filters, or date range.
• Sort data.
• Refresh the page.
• Save, clone, or delete campaigns.

Exception: Individual selections persist only during pagination.

The exported file can have either a .json or .zip extension.

Each export action generates a log entry in the Campaign Logs, capturing:

• The number of campaigns exported.
• The names of the exported campaigns.

Import Campaigns

Supervisors can import all campaigns contained in an exported file. Partial imports (selecting specific campaigns from the file) are not supported.

Import Result Scenarios and Notifications

Condition	User Message	Description
All campaigns imported successfully	NN Campaigns imported successfully!	Displays the number of campaigns (NN) successfully imported.
Partial import (some failed)	Import partially successful. XX successfully imported, YY failed. Please see the Campaigns log for more details.	Displays counts of successful (XX) and failed (YY) imports.

Duplicate Campaign Handling

• Campaigns with identical names in the target workspace are skipped during import.
• Skipped campaigns do not affect the import of other campaigns.
• Details of skipped campaigns, including their names and reasons, are recorded in the Campaign Logs.

Each import operation creates a detailed entry in the Campaign Logs, capturing:

• The total number of campaigns imported successfully and those that failed.
• For each failed campaign:
  • Campaign name
  • Reason for failure
  • Corresponding line number from the .jsonl file within the .zip archive

All successfully imported campaigns display the label Recently imported. This label automatically expires at the end of the day.

Proactive Web Campaign Plugin for the Web SDK

The Proactive Web Campaign plugin extends the Web SDK, enabling dynamic, rule-based interactions with website visitors. With this plugin, you can define campaigns that trigger actions like displaying messages or starting chats based on visitor behavior.

For installation instructions, configuration options, and examples, refer to the README file in the GitHub repository.

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