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</style><div><p><span style="font-size: 11pt;"><strong>In this guide we will cover: </strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong><strong>What are Mail Campaigns?</strong></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>- Enabling Mail Campaigns</strong></span></p><p><span style="font-size: 11pt;"><strong>- Creating a Campaign</strong></span></p><p><span style="font-size: 11pt;"><strong>- Blast and Nurture Campaigns</strong></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>- Using Metrics</strong></span></p><p><span style="font-size: 11pt;"><strong>- History</strong></span></p><p><span style="font-size: 11pt;"><strong>- Allow Users to Unsubscribe from Mail Campaigns</strong></span></p><p><span style="font-size: 11pt;"><strong>- Cancelling/Completing Campaigns</strong></span></p><p><span style="font-size: 11pt;"><strong>- Sending Test Emails</strong></span></p><p><span style="font-size: 11pt;"><strong>- Example Nurture Campaign </strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong><strong>Creating a Mail Campaign from a ticket</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong></span><strong><span style="font-size: 11pt;">Campaign Approvals</span></strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What are Mail Campaigns?</span></strong></p><p><span style="font-size: 11pt;">Mail Campaigns in Halo allow you to send scheduled communications (emails) to users/contacts within your Halo, useful for marketing and improving customer relations. This could either be a one off communication, or a series of communications. Each campaign will be linked to a <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2166" data-pasted="true" target="_blank" rel="noopener noreferrer">distribution list</a> of users/contacts to automatically determine who the communications are sent to. Metrics for the campaign are also tracked, allowing you to track how users are interacting with the campaign, and the campaign's success. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Enabling Mail Campaigns</strong></span></p><p><span style="font-size: 14px;">To create a Mail Campaign, first head to<span style="font-size: 14px;" data-pasted="true"> Configuration > Email and </span>ensure you have turned on the "Mail Campaign" module (This module can also be called "Campaigns").</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI3OGNiYjg2LWQ1ZjctNGM2ZS05MmU3LTYwYzhjMjc5Y2U5MSJ9.1nGZGxczSrXgPIAEPy4tfj94UnNKTfGJmGYkMHskUcY" class="fr-fic fr-fil fr-dib" width="688" style="width: 690px; height: 374.757px;" height="375"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1a. Enable Mail Campaigns module</strong></span></p><p><br></p><p><span style="font-size: 11pt;">You will also need to enable the "Distribution Lists" module (this may be called "Segments"), which can be found in Configuration > Users. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImViZTBlNTc3LTk3MmMtNDFiYy04ZmI4LTY2OWNiOGY3YmJkMCJ9.xBak3228d9LAKweJu-9BsxA2pVkhZPnRn04Z2CSZYx0" class="fr-fic fr-fil fr-dib" width="694" height="411"></span></p><p><span style="font-size: 10pt;"><strong>Fig 1b. Enable Distribution Lists Module</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">After the modules are enabled they should appear in your navigation menu (left hand side). If they do not you will need to log out and back in for the change to take effect. If they are still not visible you may need to add then into your screen layout profile. To see which screen layout profile you are using head to your profile (by selecting your icon in the top right) > preferences tab > screen layouts, under 'Navigation menu layout' you can see which layout you are using. To change the profile head to configuration > advanced settings > screen layout profiles > change entity to 'Navigation Menu' > select the layout you are using > button layout. Here you can see which modules are set to appear in the menu, if either distribution lists or mail campaigns are not visible here, add them in. If the button layout is set to 'default' both modules should appear.</span></p><p><br></p><p><span style="font-size: 14px;"><strong><em>Note: If you cannot see the module still, ensure your agent account has the permission "Mail Campaign Access Level" set accordingly.</em></strong></span><em><strong><br></strong></em></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMyODg4NTlhLWY5ZDMtNDMwNC1hMjYzLTMyM2Q4ZjZlNmE2YSJ9.6BDdzKLbZ6VYeQlfEdfU98kU0EpZcEFIfUFVvt9YwLc" class="fr-fic fr-fil fr-dib" width="1320" style="width: 1322px; height: 691.068px;" height="691"></span></p><p><span style="font-size: 10pt;"><strong>Fig 2. Navigation menu button layout</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Ensure your agent account has the relevant permissions to create both entities, this will be inherited from a role or set within the agent profile. To check your permissions head to configuration > teams and agents > select your profile > permissions tab. Here the permissions highlighted in figure 4 will need to be set to 'Read and Modify'. If you have just changed your permissions settings you will need to log out and back in for them to take effect. </span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY3YjFiMmY4LTY5NWMtNDBmYi1iOThlLWNkOTEyMzY3YWU3MSJ9.NUI7rB9SfFH0vjxb_CK1xIWmEzwcJa5VafuXAwG6HrE" class="fr-fic fr-fil fr-dib" width="547" style="width: 549px; height: 409.5px;" height="410"></span><br></p><p><span style="font-size: 10pt;"><strong>Fig 3. Required agent permissions</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now you are ready to set up a campaign. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Creating a Campaign</strong></span></p><p><span style="font-size: 11pt;">Go to the Mail Campaign module, and click new. Give your Campaign a name, and select create in Halo, if you are creating a Mailchimp Campaign see our guide on this <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2238" data-pasted="true">here</a>. </span></p><p><br></p><p><span style="font-size: 11pt;">From v2.236+, you will have the option to change the Configuration Style of your campaign This guide will cover use of the "Scheduled" type. If you would like to setup your campaign using a workflow style please see the guide linked </span><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2795" target="_blank" rel="noopener noreferrer">here</a></span><span style="font-size: 11pt;">. </span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjUyMjFlMWM2LWUzMzQtNGRlYS05NDYyLTAxYzIwZTYxNmJjYyJ9.UqIfftlnDpy9drhDOl_XKR-x6zc-cSXNPtNpndhNt7s" class="fr-fic fr-fil fr-dib" width="1086" style="width: 1088px; height: 585.048px;" height="585"></span></p><p><span style="font-size: 10pt;"><strong>Fig 4. Setting up the Campaign</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Blast Campaign</strong>- This type of campaign is used to send communications to a fixed distribution list right away or send communications at a set date/time. This type of campaign is usually a one-time, mass communication aimed at delivering the same message to a broad audience, often for promotions, announcements, or special offers.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Nurture Campaign-Triggered</strong> - This type of campaign is used to 'drip-send' communications to users in a distribution list. Unlike a blast campaign if a user if added to a distribution list after the campaign has begun they will receive communications from the start of the campaign in the campaign at the set intervals. Allowing you to have a single campaign and distribution list but have users each be in different stages of the campaign. These campaigns are more gradual and personalised, focusing on relationship building between you and your customers. If using a dynamic distribution list, if a user has properties that make them part of the list, the emails will be queued to them. If these properties change, the queued emails will be cancelled.</span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Nurture Campaign-Scheduled -</strong> This type of campaign is used to 'drip-send' communications to users in a distribution list. Unlike a blast campaign if a user if added to a distribution list after the campaign has begun they will receive communications from the start of the campaign in the campaign at the set intervals. Allowing you to have a single campaign and distribution list but have users each be in different stages of the campaign. These campaigns are more gradual and personalised, focusing on relationship building between you and your customers. If using a dynamic distribution list, users in the list will be checked on a scheduled basis. Any new users that have been added will be added to the campaign, any users that have been removed will be removed (cancelled) from the campaign. Users will not be removed/added instantly, only when the schedule runs. <em><strong><br></strong></em></span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">The primary difference between the Nurture and Blast campaign types in Halo is how the communications (emails) are sent out. You will receive different 'send type' options for your campaign emails based on the campaign type you select. For Blast campaigns, users in the distribution list will only receive the current communications in the campaign, they will not receive any past communications. For Nurture campaigns, users in the distribution list will receive all communications in the campaign, if a user is added to a distribution list assigned to a campaign that has already started they will receive communications from the start of the campaign at the set intervals. </span></p><p><br></p><p><span style="font-size: 11pt;"><strong>The primary difference between Nurture-scheduled and Nurture - </strong>Triggered campaigns is how and when users are removed from the campaign. Scheduled Nurture campaigns only remove/add users to the campaign on a scheduled basis, rather than as soon as they are no longer part of the distribution list. Only removing/adding users on a schedule protects campaign continuity. By only removing users on the last day of the month, for example, you can ensure users still receive the rest of the month's communications, rather than all communications suddenly ceasing. Preserving multi-step campaign flows.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Setting up a Blast Campaign </strong></span></p><p id="isPasted"><span style="font-size: 11pt;">To add an email to the Campaign, go to the Email Setup tab, and add an email.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlOTZmODU3LWVmOGEtNDI5ZC04OTA5LTY2MzUzNWM3MGNiMSJ9.9Sgfd79VebWzEzSGwikS40ORrcmoeSei84GpHBQChng" class="fr-fic fr-fil fr-dib" width="1220" style="width: 1222px; height: 637.32px;" height="637"></p><p><span style="font-size: 10pt;"><strong>Fig 5. Email setup for campaign</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Here you can design an email or apply a template for the email, set the subject and when it will send. The status of the email will determine whether or not it is ready to be sent. Use the "Draft" status when still editing emails. All emails must have the "Ready" status before the campaign can be started. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The 'Send type' field determines when the email is sent the options are as follows:</span></p><p><span style="font-size: 14px;"><strong>When the campaign starts </strong>- This will que the email to send out as soon as the campaign starts </span></p><p><span style="font-size: 14px;"><strong>At a specific date and time</strong> - This will allow you to choose a date and time to send the email. The email will be sent at this date/time after the campaign has started. This allows you to configure various emails to be sent at different times, on the same campaign, so you only need to start the campaign once. </span></p><p><span style="font-size: 14px;"><strong>A set time after the campaign starts</strong> - Allows you to set a countdown of days/hours/minutes for the email to be sent. This allows you to start the campaign in advance of the email being sent. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><em><strong>Note: If an email is set to send at a specific time and this time is in the past the email will send as soon as the campaign is started.</strong></em></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 12pt;"><strong>Setting up a Nurture Campaign</strong></span></p><p id="isPasted"><span style="font-size: 11pt;">To add an email to the Campaign, go to the Email Setup tab, and add an email.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkzNDljM2IwLTkxYjMtNDlhYy04NmMyLTdlNzY4MTYzZjE4NSJ9.tohenUpG1IVnsxV6vdXpyNmBLpLktb9BAYKwq57wZQ4" class="fr-fic fr-fil fr-dib" width="1222" style="width: 1224px; height: 620.71px;" height="621"></p><p><span style="font-size: 10pt;"><strong>Fig 6. Email setup for nurture campaign</strong></span></p><p id="isPasted"><br></p><p><span style="font-size: 11pt;">Here you can design an email or apply a template for the email, set the subject and when it will send. The status of the email will determine whether it sends or not when the campaign starts, any emails that have a 'draft' status will not send out even when the campaign is started. When the status of the email is 'Ready' the email configured here will be sent out when the campaign is started. </span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;">The 'Send type' field determines when the email is sent the options are as follows:</span></p><p><span style="font-size: 11pt;"><strong>When campaign starts or recipient added</strong> - When chosen this email will be sent as soon as the campaign starts, or as soon as the user is added to the distribution list assigned to the campaign. </span></p><p><span style="font-size: 11pt;"><strong>A set time after campaign starts or recipient added</strong> - This will allow you to set a time interval to send the email after. The email will be sent after this time has passed since the start of the campaign or since the user has been added to the distribution list. </span></p><p><br></p><p><strong><span style="font-size: 11pt;">Creating a Campaign Schedule (Nurture Campaign - Scheduled, only)</span></strong></p><p><span style="font-size: 11pt;">If you are creating a campaign of type "Nurture campaign - Scheduled" you will also need to configure a schedule for the campaign. The schedule will not determine when emails are sent out, but rather, when the users subscribed to the campaign are checked and evaluated. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Under the "Overview" tab of the campaign, head to the "Schedule" section and hit "Set Schedule". </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4OTYzN2JjLWNkNWYtNDRkYS05ZTgzLTFjMDA0MmFmMDA5MiJ9.EMwX00TtO4JG877tkdMpK_M5OwZh-Md4eyFbALZZzOw" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 740.662px;" height="741"></p><p><strong>Fig 7. Set Schedule</strong></p><p><br></p><p><span style="font-size: 11pt;">Here, configure the schedule, in the figure 8 example the campaign is scheduled to check the users assigned to the campaign on a weekly basis, every Monday at 7am.</span><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUyY2JhMDU1LTgzN2ItNDdiMi04MzVmLTI5YjhjOTM3YWZiNCJ9.5nCW5UcRDLOI-upfJF-KfK_ILkJK5IwudFvPf-YXhdU" class="fr-fic fr-fil fr-dib" width="1505" style="width: 1507px; height: 691.254px;" height="691"></p><p><strong>Fig 8. Campaign Schedule</strong></p><p><br></p><p><span style="font-size: 11pt;">This means, every Monday the users in the distribution list assigned to the campaign will be checked, if any users have been added/removed from the distribution list since the last check they will be added/removed from the campaign. If a user is added/removed before the scheduled check, they will remain on/off the campaign until the next schedule runs. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Once the schedule is set you can configure the rest of the campaign. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Configuring the Rest of the Campaign </strong></span></p><p><span style="font-size: 11pt;">The subject and body of the email can either be created within the email setup in the mail campaign, or can be determined by an email template. To use an email template choose which email template you would like to use in the 'email template' field, you will be able to choose from the custom email templates you have in your instance, standard email templates cannot be used here. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To create a new email template to use head to Configuration > Email > Email Templates > change entity to Custom Templates > New. Here you can design the email that will be sent out. By default the rich text editor is used to design email templates, however we also have a HTML designer tool that can be used. To use the designer head to configuration > advanced settings, change 'HTML Template Editor Type' to 'HTML' designer. </span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwOTJhN2ZiLTk0MDktNDNhNy04NWZjLTMzMzZmYjE3ODRkYiJ9.1f14RKyfc1nMHkxG95sv5t7zfvjJqCHB3nB_z1I_JiE" class="fr-fic fr-fil fr-dib" width="715" style="width: 717px; height: 440.068px;" height="440"></span></p><p><span style="font-size: 10pt;"><strong>Fig 9. Enable HTML designer </strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once enabled you will be able to toggle the editor on/off on email templates.</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjEzNzk3ZGRmLWU4MWMtNDNiMC1hODk4LTM5MzY1OTIyMTU2YSJ9.Gi-lJAZZWaYmekETr2vg3PBuwQIuHCpgSrnCsArrK4U" class="fr-fic fr-fil fr-dib" width="1238" style="width: 1240px; height: 721.384px;" height="721"></span></p><p><span style="font-size: 10pt;"><strong>Fig 10. Email template using HTML designer</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once you have created the template you need save it, head back into the campaign choose a template and click 'apply template'. Once applied you will be able to see a preview of the template. If you are using the HTML designer you will an additional option for how to preview the template (in the bottom left), this allows you to preview the template is desktop and mobile format. </span></p><p><br></p><p><span style="font-size: 14px;">If you are using a sales mailbox to send the campaign some additional variables are available to use in the email template to personalise the campaign. See the section 'Sending campaigns from sales mailboxes' for more information on this. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Once you are happy with the email, set the Status to 'Ready'. All emails must be set to 'Ready' before the Campaign can be started. </span></p><p><br></p><p><span style="font-size: 14px;"><strong>Add Campaign Settings </strong></span></p><p><span style="font-size: 14px;">Now head to the 'Settings' tab, here you need to select the distribution list that the campaign will be sent out to. For information on how to create/edit a distribution list see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2166/" id="isPasted" target="_blank" rel="noopener noreferrer">here</a>. You can also set the from and reply to address for the campaign. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjliMGVkZWQ5LTYyMjktNGI1NS04MTQ5LTRlNGM2NTM5NDdkMSJ9.vRgvT5GhOkxYIDmMPHCYsKxk2t_mf21IzqeQCQGoHZU" class="fr-fic fr-fil fr-dib" width="561" height="590"></p><span style="font-size: 10pt;"><p><strong>Fig 11. Campaign settings</strong></p></span><span style="font-size: 14px;"><p><br></p><ul><li><strong>Name:</strong> Name of the campaign.</li><li><strong>Mail Campaign Groups:</strong> The group a mail campaign is assigned to, and will show on the list of mail campaigns for easy reference. These are created in Configuration > Advanced Settings > Lookup codes > change entity dropdown to "Mail Campaign Groups". </li><li><strong>Recipient Distribution List:</strong> The distribution list the campaign will be sent to.</li><li><strong>Mailbox Type:</strong> Allows selection of a "System Mailbox" or a "Sales Mailbox" to send the campaign from. Prior to this version, only system mailboxes can be used.</li><li><strong>From Address: </strong>The email address the campaign will be sent from. As of version 2.228.1, if the Mail Campaign is set to use the 'Distribution List Default' as the From Address, and the Distribution List is set to use a Sales Mailbox, the Mail Campaign will inherit the same Sales Mailbox. On versions earlier than 2.228.1 you cannot use a Sales Mailbox for a Distribution List, meaning any Sales Mailbox set on the Campaign will be overridden. </li><li><strong>Reply to Address: </strong>The mailbox any replies will be sent to.</li><li><strong>Cancel emails for Recipients who are removed from the Recipient Distribution List):</strong>When checked, any users who are removed from the distribution list associated with this campaign will no longer receive communications as part of the campaign. When disabled, emails will still be sent to a recipient even if they are removed from the recipient distribution list.</li><li><strong>Distribution list snapshot timing:</strong>Here, choose when the recipients for the Campaign are finalised. <ul><li>When the Campaign starts - Captures the recipients on the distribution list when the campaign is started. </li><li>Shortly before the first email is sent - Captures the recipients on the distribution list just before the first email is sent. Useful when emails are scheduled to send at a specific time and you would like users that are added to the distribution list after the campaign was started but before the first email gets sent. <p><br></p></li></ul></li></ul></span><p><span style="font-size: 11pt;">You can add multiple Distribution Lists to one Campaign. To do this first enable "Allow multiple distribution lists per campaign" in Configuration > Mail Campaigns. With this set you will see the option to set a Primary Distribution Lists and Other Distribution Lists. The Primary Distribution List configuration will be inherited unless overridden. Select any Distribution Lists you would like to receive the Mail Campaign in the "Distribution Lists" field (including the one you set as the Primary List). Duplicate Users across the lists will be registered only once. You will not be able to mix entity types here, for example you can not include both a 'Contacts' distribution list and a 'Opportunities' distribution list.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can also use Distribution Lists to exclude members from a Campaign. To do this you will first need to enable "Allow multiple exclusion Distribution Lists per campaign" in Configuration > Mail Campaigns. Once enabled the Exclusion Distribution Lists filed will show in the Settings tab of your Campaign. Any Distribution Lists listed here will remove matching Users from the campaign. Exclusion lists take precedence over inclusion. Any user who appears in any exclusion segment will be removed from the campaign, even if they are also present in multiple inclusion segments. Nurture campaigns will automatically adjust membership when exclusion lists change. This is useful for targeting your Campaigns to Users with particular criteria. For example if you have pre-existing Distribution Lists for Users who have purchased each product you may wish to create a campaign to sell products they do not yet own. For example if I have a Distribution List for Users with the AI product, and a separate list for those with Cyber Security, I may create a campaign to encourage Users with the AI product to also purchase Cyber Security. However, any Users who already own both products can be excluded by using my Cyber Security Distribution List as an exclusion list. </span></p><p><br></p><p><span style="font-size: 14px;"><em><strong>Note: If any users in the distribution list have the setting 'Never send Marketing Emails (Unsubscribed from all)' enabled on their user profile, they will not receive emails from the campaign.</strong></em></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Now you are ready to start the campaign, go to the overview tab and click the 'Start Campaign' button. This will queue the emails to send. If the emails are set to send straight away, this cannot be undone. Emails set to send in the future can be cancelled using the 'Cancel Campaign' button.</span></p><p><br></p><p><span style="font-size: 14px;">Once a campaign has started, is complete or cancelled, some elements cannot be edited but details of the campaign can still be viewed. The following various elements can be edited, depending on the campaign type:</span></p><p><span style="font-size: 11pt;"><br></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>Nurture and Blast Campaign Types:</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><ul><li><span style="font-size: 11pt;">Email Subject</span></li><li><span style="font-size: 11pt;">Email Body</span></li><li><span style="font-size: 11pt;">Remove Emails</span></li><li><span style="font-size: 11pt;">From Address</span></li><li><span style="font-size: 11pt;">Reply To Address</span></li></ul><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;"><strong>Blast Only</strong></span></p><p><span style="font-size: 11pt;"><br></span></p><ul><li><span style="font-size: 11pt;">Add new Emails</span></li><li><span style="font-size: 11pt;">Change send time in relation to original start of the Campaign</span></li></ul><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Please note, once a Campaign is cancelled, it cannot be re-started.</span></p><p><br></p><p><strong><span style="font-size: 12pt;">Templates and Copying</span></strong></p><p><span style="font-size: 14px;">You can save any emails you have created for a Mail Campaign as an email template in your Halo. Allowing you to re-use this template for a future Campaign. </span></p><p><br></p><p><span style="font-size: 14px;">To do this you will need to ensure you have the permission 'Can Create Message Groups' set to yes. Now, when viewing the email setup for a campaign (regardless if the campaign has started/ended) you will have the option to save the email as a template.</span></p><p><span style="font-size: 14px;"> </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwMTY4OGVjLTFlYmUtNDdhMi1iZTZiLWUzODY1Y2NkYTY2OSJ9.AosxykYy-dr3oFEnfkZeIdNUo5FkDQ4MUOEd3P168os" class="fr-fic fr-fil fr-dib" width="1223" style="width: 1225px; height: 256.598px;" height="257"></p><p><strong>Fig 12. Save the email as a template</strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">When the button highlighted in figure 9 is used you will have the option to name the template and edit the email before saving it as a template. Useful for removing any campaign specific information before saving this as a general template. This template will be saved as a custom email template, accessible for further editing from Configuration > Email > Email Template > Custom Templates. This template will also be available to choose from when creating a new Mail Campaign. </span></p><p><br></p><p><span style="font-size: 11pt;">Entire mail campaigns can be cloned, using the "Clone" button at the top.</span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Sending Campaigns from a Sales Mailbox</strong></span></p><p><span style="font-size: 11pt;">Campaigns can be sent from a <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1184" id="isPasted" target="_blank" rel="noopener noreferrer">sales mailbox</a>. This is done by setting the 'Mailbox Type' to 'Sales Mailbox'. When set you will be able to choose a from address to send the campaign from, you will only be able to choose from addresses (mailboxes) associated with a sales mailbox connection. </span></p><p><br></p><p><span style="font-size: 11pt;">When using a sales mailbox the following variables (without underscores) can be used in the email template for the campaign:</span></p><ul><li id="isPasted" style="font-size: 11pt;">$_AGENTFIRSTNAME</li><li style="font-size: 11pt;">$_AGENTLASTNAME</li><li style="font-size: 11pt;">$_AGENTJOBTITLE</li><li style="font-size: 11pt;">$_AGENTEMAILADDRESS</li><li style="font-size: 11pt;">$_AGENTPHONENUMBER</li><li style="font-size: 11pt;">$_SIGNATURE</li></ul><p><span style="font-size: 11pt;">These variables will be populated with the data of the agent associated with the from address of the campaign. Allowing the same email template to be used in various campaigns but be personalised to the agent the campaign is being sent from. </span></p><p><br></p><p><span style="font-size: 12pt;"><strong>Adding Custom Fields, Tabs, Tables and Buttons to Campaigns</strong></span></p><p><span style="font-size: 11pt;">Custom objects (fields, tabs, tables and buttons) can be created for campaigns, allowing you to store additional information against a campaign. Useful for categorising/tracking campaigns and linking to external tools from the campaign.</span></p><p><br></p><p><span style="font-size: 11pt;">To make a custom entity for campaigns head to Configuration > Custom Objects > select the object you would like to create > Change the entity to "Mail Campaigns" > New. </span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZmMmMwNjA1LTQxNmQtNDE1NC1iMmEwLTVkMDA0NzllZjQ0MSJ9.qnhY3G87jxj4hFq3NYqid-kRWb46RwJroQILV5NeODY" class="fr-fic fr-fil fr-dib" width="1516" style="width: 1518px; height: 214.676px;" height="215"></span></p><p><strong><span style="font-size: 10pt;">Fig 13. Custom Object (field) for mail campaigns</span></strong></p><p><br></p><p><br></p><p><span style="font-size: 11pt;">Objects for campaigns are created in the same way as they are for other entities. For information on the field/table/button/tab setup checkout </span></p><ul><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2038" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Custom Buttons</a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/1938" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Custom Fields</a></span></li><li><span style="font-size: 11pt;"><a href="https://usehalo.com/haloitsm/guides/2037" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;">Custom Tables</a></span></li><li><a href="https://usehalo.com/haloitsm/guides/2039" target="_blank" rel="noopener noreferrer" style="font-size: 11pt;"><span style="font-size: 11pt;">Custom Tabs</span></a></li></ul><p><span style="font-size: 11pt;">Once an object is created for Mail Campaigns, this will be added to all Campaigns automatically. </span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRlYzI2NzgwLTEzOWYtNDcwMi1hNzdkLTg4ODFhZGU0MGU5YSJ9.U7DK-p_eZ35MCL1P3o0W94XOLNalRVwR7YUOQyGm5XU" class="fr-fic fr-fil fr-dib" width="981" style="width: 983px; height: 369.878px;" height="370"></p><p><span style="font-size: 10pt;"><strong>Fig 14. Campaign Custom Field within a Custom Tab</strong></span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Customise Column Profile</strong></span></p><p><span style="font-size: 11pt;">You can also customise the columns that are shown when viewing Campaigns in the Campaign module. The default columns are shown in figure 15. </span></p><p><span style="font-size: 10pt;"><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVlNDRhNzJlLWMyNmEtNDdmOS04MzRkLTQxYmVjNTc4NWY4YSJ9.tLxwW7U8M8WxrEXt_4qrFhDpRX2IgD8EjCwSuhfEAaM" class="fr-fic fr-fil fr-dib" width="1555" style="width: 1557px; height: 382.965px;" height="383"></strong></span></p><p><strong><span style="font-size: 10pt;">Fig 15. Columns in the Mail Campaigns module</span></strong></p><p><strong><br></strong></p><p><span style="font-size: 11pt;">Agents can create their own column profile by selecting the three dots in the top right hand corner > Edit Columns > New. </span></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU5NDNiNzU1LTNjZWMtNDQ3Ny05OGU0LWU2NjZjMWJkMTA3MiJ9.sEbMtiv5Tr2P3roKPJKweGO0wS8TXZSW02vWZf2Spxo" class="fr-fic fr-fil fr-dib" width="653" style="width: 655px; height: 419.754px;" height="420"></strong></p><p><strong>Fig 16. Edit/Create new Column Profile</strong></p><p><strong><br></strong></p><p><span style="font-size: 11pt;">A default <a href="https://usehalo.com/haloitsm/guides/1936" target="_blank" rel="noopener noreferrer">column profile</a> can be set under Configuration > Email > Mail Campaigns > "Mail Campaign Default Column Profile". </span></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyZGFkNTNjLTc1YWQtNDI0ZC04MjI5LTc1YTYyODgwN2Y3MiJ9.n7jDr46_abhGFZ-FVX2JHvncAK787zVRlTm3RrWXH2M" class="fr-fic fr-fil fr-dib" width="704" style="width: 706px; height: 406.376px;" height="406"></strong></p><p><strong>Fig 17. Mail Campaign Default Column Profile</strong></p><p data-pasted="true"><strong><br></strong></p><p><span style="font-size: 11pt;">New column profiles can also be created here using the button "Configure Column Profiles".</span></p><p><br></p><p><span style="font-size: 18px;"><strong>Using Metrics</strong></span></p><p><span style="font-size: 14px;">You will notice in the 'Overview' tab of the campaign there are some statistics.</span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFlYTc3YjE0LTViOTYtNDY2Yi1iODRkLTc2MmRjZTUxODk2YSJ9.5nYvD9HOD2iqi59haTWmS-HHAaiJa6FYHhWrQb7OlgQ" class="fr-fic fr-fil fr-dib" width="702" style="width: 704px; height: 201.438px;" height="201"></span></p><p><span style="font-size: 10pt;"><strong>Fig 18. Statistics for the mail campaign</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>Total Opens</strong>- The number of times the email(s) in the campaign have been opened</span></p><p><span style="font-size: 14px;"><strong>Total Unsubscribers</strong> - The number of recipients who have unsubscribed from this mail campaign</span></p><p><span style="font-size: 14px;"><strong>Total Clicks</strong> - The number of times a link in an email body has been clicked</span></p><p><span style="font-size: 14px;"><strong>Unique open rate</strong> - The rate at which emails in the mail campaign have been opened, this excludes the same email being re-opened. </span></p><p><span style="font-size: 14px;"><strong>Unsubscribe Rate</strong> - Percentage of recipients who have unsubscribed to the email</span></p><p><span style="font-size: 14px;"><strong>Click rate</strong>- Percentage of users who have clicked a hyperlink in the email </span></p><p><span style="font-size: 14px;"><br></span></p><p id="isPasted"><span style="font-size: 14px;">In order to track the open rate of an email in a Mail Campaign, you must add the variable $-BEACON to the email body (without the hyphen). You can add this anywhere in the email body. It will not show anything to the recipient, but will allow you to know if they have opened the email or not. Please note that this relies on the recipient allowing images within their email client. This can be added to all Campaign emails by default, using the setting "Include tracking beacon by default" in Configuration>Mail Campaigns.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Any hyperlink added to the email body will also track whether the recipient has clicked on this specific link or not. If a recipient does not allow images in their email client, but clicks on a link, it is inferred that they have opened the email, making the open rate more accurate.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">All information related to the tracking of 'Opens', 'Clicks' and 'Unsubscribes' has been added to a new "Metrics" tab for each Mail Campaign. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">When a recipient opens or clicks a link, this can be added to their 'User Activity Feed', subject to the "Show a Users Mail Campaign activity in their Activity Feed" setting being enabled from within Configuration > Mail Campaigns, see figure 19 for this setting. </span></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiZjY3MzA5LWE5ZjQtNGNmOS04YzViLWE4YWRkY2ZhMWU1NiJ9.fC5XyJ8OwPtKCgCzzwaA1Ii7rXWQrFBOrQAVZX55QEw" class="fr-fic fr-fil fr-dib" width="473" style="width: 475px; height: 212.883px;" height="213"></span><br></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 19. Show a Users Mail Campaign activity in their Activity Feed setting</strong></span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">The 'Metrics' tab under the mail campaign detail the metrics in more detail.</span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;"><strong>Open metrics</strong> - shows the detail of each user that has opened the email</span></p><p><span style="font-size: 14px;"><strong>Click metrics</strong> - Shows the number of times each URL has been clicked</span></p><p><span style="font-size: 14px;"><strong>All clicks </strong>- Shows each time a URL was clicked, when and who by</span></p><p><span style="font-size: 14px;"><strong>Unsubscribe metrics </strong>- Show each time a user unsubscribed from the campaign and when </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">These metrics allow you to track trends in your campaign, assisting you in improving the effectiveness future campaigns. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>History</strong></span></p><p><span style="font-size: 14px;">The 'History' tab in the campaign shows when the campaign started/ended and each time an email was sent out. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 18px;"><strong>Allow Users to Unsubscribe from Mail Campaigns</strong></span></p><p id="isPasted"><span style="font-size: 14px;">In a Mail Campaign email, include the dollar variable $-UNSUBSCRIBELINK to generate a personalised link to allow the user to unsubscribe themselves from that Mail Campaign or all marketing emails. A user can also do this from their settings page on the Self Service Portal. You can also manually unsubscribe users on their user account page, under the preferences tab. </span></p><p><br></p><p data-pasted="true"><span style="font-size: 11pt;">You will be able to add additional Checkbox Custom Fields to the unsubscribe page. To do this head to Configuration > Custom Objects > Custom Fields. Switch the entity to "User" and create a new Custom Field. These must be created under the User entity, and have the field type "checkbox".</span></p><p><br></p><p><span style="font-size: 14px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNjOWIxMjhmLTNjNDctNDQ5Zi04YzY3LTg2YWRmN2MzYjViNCJ9.c1oz-R7uUEiztQoAnWrUNu1RdZU2It0WKnpwzVRWB24" class="fr-fic fr-fil fr-dib" width="647" height="519"></span></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 20. User Custom Field</strong></span></p><p><br></p><p><span style="font-size: 14px;">Once you have created </span><span style="font-size: 11pt;">your </span><span style="font-size: 14px;">Custom Fields head to Configuration > Mail Campaigns, and select the "On the Unsubscription page, show the User Custom Fields to manage email preferences rather than buttons to unsubscribe" checkbox. Now add your Custom Fields using the "Additional User Custom Fields to show on Unsubscription page"</span><span style="font-size: 11pt;"> </span><span style="font-size: 14px;">drop-down. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjMTkyOTYzLTVjMDgtNGQyNi1hZThiLTMzM2ViYTUxNjczNyJ9.HGOQ-kqTv41xjqmsRPIvwFmXBE3mhzPwLeOlPKIpjuY" class="fr-fic fr-fil fr-dib" width="1184" style="width: 1186px; height: 462.049px;" height="462"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 21. Adding User Custom Fields to the <span style="font-size: 10pt;" data-pasted="true"><strong>Unsubscription page </strong></span></strong></span></p><p><br></p><p><span style="font-size: 11pt;">These fields can be added to Dynamic Distribution List filters to remove users from the mailing list. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImExNDMwODBjLWMyMzAtNDE1ZS1hMjU0LTQzY2ZkMzdlMTZiNCJ9.BlIIGEUskGSGjM6BzUrmInKsNHA0UxAQpxG6iifsXUo" class="fr-fic fr-fil fr-dib" width="1180" style="width: 1182px; height: 566.773px;" height="567"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 22. Adding User Custom field filters to a Dynamic Distribution List </strong></span></p><p><br></p><p><span style="font-size: 11pt;">Now if an email is sent to this distribution list containing the $-UNSUBSCRIBELINK variables Users will be able to click the link and select or deselect the checkbox Custom Field. </span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgxYzljYzA4LTc3YjItNDQyMS1iZmNkLTU1NDc0NWIxOTIyMCJ9.yc56kLove6i0cipjMwji3elt1u0pnr_CZIh_i0jim3I" class="fr-fic fr-fil fr-dib" width="721" height="796"></span></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 23. Unsubscription page</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 13px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><br></p><p id="isPasted"><span style="font-size: 18px;"><strong>Cancelling/Completing Campaigns</strong></span></p><p><span style="font-size: 14px;">If a campaign is started prematurely it can be cancelled using the 'Cancel campaign' button within the campaign. This will prevent any emails that are due to be sent out in the future from sending out, any emails that have been set to send 'When the campaign starts' will still send out as they will already be queued to send. Once a campaign is cancelled it cannot be edited but can still be viewed. </span></p><p><span style="font-size: 14px;"><br></span></p><p><span style="font-size: 14px;">Similarly once a campaign is complete it cannot be edited but can still be viewed so you have access to the metrics. Any completed/cancelled campaigns will remain visible in the 'Mail Campaigns' module until they are deleted. To delete a campaign use the 'Delete' button in the top left corner of the campaign. </span></p><p><br></p><p><span style="font-size: 14px;">Nurture Campaigns have the additional option of to 'End Campaign'. If the campaign is ended, existing queued emails will still be sent, however no new emails will be queued. This allows the campaign to finish for users who have already started the campaign. </span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Sending Test Emails</strong></span></p><p><span style="font-size: 11pt;">Test emails can be sent from Mail Campaigns to ensure the email is formatted as expected. Choose an email, edit it, and click the "Send a Test Email" button in the bottom left corner.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0N2MwZGVkLWJhOWYtNDhiYy1iYWM2LWY4Njk5ZjQ1M2NiYSJ9.flALWloDikGiUUQ43QzRRXgHNKilxryTKuc7sh1i5yM" class="fr-fic fr-fil fr-dib" width="726" height="414"></span><span style="font-size: 10pt;"><strong>Fig 24. Test email button</strong></span></p><p><br></p><p><span style="font-size: 11pt;">A popup will show to enter an email to send the test to.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5YjU0ZDk4LTg2YTAtNGUyNy05MjFmLTIyMDUwYmNhMWQxZSJ9.IU_lF8khZ1LhaJVqNl4SwHcvU1n_y4UBAGnoxFJkH8w" class="fr-fic fr-fil fr-dib" width="710" height="269"></p><p><strong><span style="font-size: 10pt;">Fig 25. Choosing an email</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Another popup will then show when the email is sent.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1NDMyM2Y2LWUzMjItNGZmZC04MDRhLWVlMTNhZDg2N2MyZiJ9.w0PohPcvGgsS8MSZfCJpFhcebSlaNQjM-xoH-Vm267g" class="fr-fic fr-fil fr-dib" width="171" height="111"></p><p><strong><span style="font-size: 10pt;">Fig 26. Test Email Sent popup</span></strong></p><p><br></p></div><p><span style="font-size: 14pt;"><strong>Example Nurture Campaign </strong></span></p><p><span style="font-size: 11pt;">In the below example I have created a nurture campaign for new leads, to assist in converting leads into customers. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc5OGE5OGY3LTRjYTYtNDY2OS1hMWIyLTUyMjE3YjY0YmQxOSJ9.-7IX9XddQvVMij8kIsmffD1qv1xPll-wQvclrR_92eE" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 458.932px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 27. Nurture campaign example</span></strong></p><p><br></p><p>Here users will be sent a welcome email when the campaign starts with follow up emails set to send as the campaign progresses. </p><p><br></p><p>I have assigned the distribution list 'Leads' to this campaign.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0NDM4Y2FjLWE0OTEtNGRlNi1iNDllLTE2MTA4MWNmMTkzNyJ9.m3UGNtGImnCqgzYinocifBmAF4x8o98TSifhAY9fnWw" class="fr-fic fr-fil fr-dib" width="645" style="width: 647px; height: 400.277px;" height="400"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 28. Distribution list assigned to campaign</span></strong></p><p><br></p><p>I can add new users to this distribution list as required, when a new user is added they will receive all emails part of the campaign from start to finish. Nurture campaigns will run indefinitely allowing you to configure a campaign and just keep adding users to experience the campaign. If you no longer want to use the campaign you can use the 'end campaign' or 'cancel campaign' buttons against the campaign. </p><p><br></p><ul><li><strong>End Campaign:</strong> When the Campaign is ended, existing queued emails will still be sent, however no new Emails will be queued. This allows the campaign to finish for users who have already started the campaign. </li><li><strong>Cancel Campaign:</strong> If the Campaign is cancelled, any queued Emails will not be sent. Users who have started the campaign will not finish it.</li></ul><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Creating a Mail Campaign from a ticket</span></strong></p><p>Actions with a system use "Create Mail Campaign" can be used to create a campaign from a ticket. When used, this action will open the New Mail Campaign page. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhhZmMxYWUyLThmMzgtNDU2Yi04OGZlLTAxNTZhYjE1YWNiOCJ9._e6biBGHq7fpFQRDpRjL3TsFYhws01Ip1uRYc_nV-RA" class="fr-fic fr-fil fr-dib" width="1175" style="width: 1177px; height: 424.26px;" height="424"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 29. Create Campaign action </span></strong></p><p><br></p><p>Once this Campaign has been saved it will show against the Ticket details. </p><p><strong><br></strong></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NjBlMTI5LTU1OTItNGY1NC1iNjcyLWIxYjE3MDRiMGIzYSJ9.ODmiTona_o8aZddj406ya-JKiWv45XgFYKqhGRVgPac" class="fr-fic fr-fil fr-dib" width="1172" style="width: 1174px; height: 352.72px;" height="353"></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 30. Campaigns linked to a ticket</span></strong></p><p><br></p><p>The Campaign itself will have the ticket number set as the Linked Ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE5NWQ4MzU2LWZmNmMtNDhiOC05YTI3LWI4NTk4OTk4MjgzMCJ9.c0_FiWViNwCwANGVzlTxrHvM9egpxewhH68DuoJCSeI" class="fr-fic fr-fil fr-dib" width="694" height="582"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 31. Linked Ticket </span></strong><strong><span style="font-size: 10pt;"> </span></strong></p><p><br></p><p>This is useful for managing scheduled marketing efforts. For example, I might have a scheduled ticket that is created around Christmas to remind the Marketing Team to create a Christmas Mail Campaign. With this feature Agents can create a campaign directly from the ticket with context readily available. This action can be set to change the status of the ticket to "Closed" once complete.</p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Campaign Approvals</span></strong></p><p>Campaign Approvals can be enabled in Configuration > Mail Campaigns. </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA2ZjUzMzlkLWUyMzUtNGJkOC1hNTg1LWIwZGViZGYyNmQ0YiJ9.RbXAHtGFN59CQ_8kvFk5Ht1tfQBhdQw0bogAH4k8K8c" class="fr-fic fr-fil fr-dib" width="567" height="171"></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 32. Enabling Campaign Approvals </span></strong></p><p><br></p><p><strong><span style="font-size: 10pt;"> </span></strong><strong><span style="font-size: 10pt;"> </span></strong></p><p>This will show a "Request Approval" button on your Mail Campaigns, and will not allow you to start the campaign until approval has been granted. </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM3YzM1OWFjLTNkM2EtNDkxNC04NjQ5LTk5NjU5N2VkM2U0YiJ9.OYlTMhGOva-eCkLSf7iNyXKbKBEOPsHdkA_3S_8_RnE" class="fr-fic fr-fil fr-dib" width="769" height="534"></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 33. Request Approval button </span></strong></p><p><br></p><p>When you click "Request Approval" you will be able to select an Agent to act as an approver.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI4MzNmOGExLTM1MjYtNGUwZC05MzM0LTkzZGRhYTA1ZDUxZSJ9.spCclg-Z_1AKvzDCvutrRnjaR6pUVgWY_2HHNRpGLLo" class="fr-fic fr-fil fr-dib" width="694" height="228"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 34. Choosing an Approver </span></strong></p><p><br></p><p>The approving Agent will see the options to accept, reject or restart the approval process on the Mail Campaign. These options are also available in the "My Approvals" area. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMwOGFkZDNmLTY2YTYtNDg0NS04MzdhLTU1ODBmNzU4NzhhOCJ9.Sj18rS7LRVlR-AJhZ9LsIG8ANP4QRQfhZQGO3Wgw5Ws" class="fr-fic fr-fil fr-dib" width="676" height="528"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 35. Accept, reject and restart approval options </span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Ticket Approvals </span></strong></p><p>Mail Campaign approvals can be set to follow ticket approval processes. To do this enable "Use Ticket approval rather than simple approval for campaign approvals" in Configuration > Mail Campaigns. With this set you can specify an Approval process to follow, and a Ticket Type to create if the Campaign is not already associated to a ticket.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNjZmZjNTllLTg4MjItNDRkNS05ZTQzLTIzMmE2NmVhNDg4YyJ9.2kB7KvBic3dUjJ5TgVIr5KO5wdj-SrHRJFF7mN5UUjk" class="fr-fic fr-fil fr-dib" width="659" style="width: 661px; height: 332.797px;" height="333"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 36. Ticket approvals</span></strong></p><p><br></p><p>Once you request approval using the "Request Approval" button on the Mail Campaign (Figure 33) a ticket will be created and linked in the "Linked Ticket ID" field. </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1YmEyOGQ1LWU2MjItNDU3Yi1iNDI5LTFjNWRiYWZlNGMzNSJ9.oiQDTe60wjobMQrzmLpOiBaLLIfF0_YYuqHlOjYjoQM" class="fr-fic fr-fil fr-dib" width="665" height="580"></strong></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 37. Linked Ticket on a Campaign </span></strong></p><p><br></p><p>This ticket will follow the approval process selected and allow the approvers for the process selected to accept or reject. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiOWNlNjRmLWQ2OGYtNDNmNy1hYTg0LWY0YTk2ZTI1YzIwNSJ9.RIz5H3enDVI7af45j7lScBSwnGMTm11M6kktwYCNZwQ" class="fr-fic fr-fil fr-dib" width="866" style="width: 868px; height: 493.71px;" height="494"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 38. Linked Ticket </span></strong><strong><span style="font-size: 10pt;"> </span></strong></p>
