<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p data-pasted="true"><strong>In this guide we will cover:</strong></p><p><strong><br style="box-sizing: inherit;"></strong></p><p data-pasted="true"><strong>- What are Mail Campaign flows? <br style="box-sizing: inherit;"></strong></p><p data-pasted="true"><strong>- Creating a Campaign flow </strong></p><p data-pasted="true"><strong>- Step Types</strong></p><p><strong>- F</strong><strong>low sequence </strong></p><p><strong><br style="box-sizing: inherit;"></strong></p><p data-pasted="true"><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2753" target="_blank" rel="noopener noreferrer"><strong>Mail Campaigns</strong><br></a></li></ul><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2242/" target="_blank" rel="noopener noreferrer"><strong>Mail Campaigns<br></strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/halopsa/guides/2563/" target="_blank" rel="noopener noreferrer"><strong>Mail Campaigns and Distribution Lists</strong></a></li></ul><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p><span style="font-size: 14pt;"><strong>What are Mail Campaign flows?</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Available from v2.236+, Mail Campaign flows are a configuration method which allows Mail Campaigns to be created in the style of a workflow. Campaign flows allow for criteria to be applied against different points within a campaign allowing more control over which emails get send and when.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Creating a Campaign flow </span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">In order to create a Mail Campaign you will need to enable the Mail Campaign and Distribution List modules. Information on enabling and accessing the Mail Campaigns Area is covered in the <a href="https://usehalo.com/halopsa/guides/2242/" target="_blank" rel="noopener noreferrer">Mail Campaigns</a> guide.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Once enabled, you can access the Mail Campaigns Area, and click "New" to create your campaign.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNzk2OGM0LTYyMTctNDIzOC05Y2I0LWRlYWM4ZGMyZjQwZSJ9.8092ufK2tl2cavtwfA4jnWRUL11wz0nlyWv2B8rbTI8" class="fr-fic fr-fil fr-dib" width="1146" style="width: 1148px; height: 348.393px;" height="348"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 1. Mail Campaign Area </strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">You will need to set a name for your campaign, set the Configuration style to "Workflow", and choose the type of campaign you would like to create. Any campaign type can be selected when using the workflow configuration style. For more information on the differences between the types of campaign, please see the guide linked <a href="https://usehalo.com/halopsa/guides/2242/" target="_blank" rel="noopener noreferrer">here</a>. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyMjc1ZjQ3LWZlOTMtNGNhYy04YjkxLTE2N2UxMjhjNWI5ZCJ9.3sFVR9uflBRwMzET4zv6odVFe8QAFmyAuZofRo-LaSI" class="fr-fic fr-fil fr-dib" width="1146" style="width: 1148px; height: 524.817px;" height="525"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 2. Workflow style Mail Campaign</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Now save your Mail Campaign to access the remaining setup.</p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">The Flow Chart tab will now be available. Click into this tab to start creating your Mail Campaign flow. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">By default two steps will show on this tab. Click "Edit" in the top left of the screen, then use the pencil icon on the step to open the step's configuration. To add more steps use the "Add a step" button. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2OGY5NGFmLTk4NDItNGJiNS05ZjY4LTJmZTFiYjhmODkwOSJ9.EX-HqBlTX3X8PIsYJWZxSwoRbij98yFewPbtpJUqkGo" class="fr-fic fr-fil fr-dib" width="750" style="width: 752px; height: 383.506px;" height="384"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 3. Editing a step in the flow</strong></span></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;">Here set the name and type for this step. If this is the first step in the flow make sure the "This is the start step" checkbox is selected. </p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIwMTc0NTBlLWQzZjAtNDZmYy1hMjM4LTVmNTM1YTFhOWQwNCJ9.qq9gnjujNX7yNLDfv87q9hpDb_CnVbgp6GbBH80EJ5s" class="fr-fic fr-fil fr-dib" width="1045" style="width: 1047px; height: 315.106px;" height="315"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 4. Flow step settings </strong></span></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Step Types</strong></span></p><p>The type of step used determines the behaviour of the campaign. The types available are:</p><p><br></p><ul><li>Split </li><li>Action</li><li>Communication </li><li>End</li></ul><p><br></p><p><span style="font-size: 12pt;"><strong>Split</strong></span></p><p>The Step type "Split" allows you to branch off your Distribution List to different steps depending on specified criteria. Selecting "Split" in the Type dropdown will bring up the Condition and Outcome sections. In the conditions section click "Add" to add criteria to the table. These conditions are added as criteria groups, allowing for "or" conditions. Criteria added to the same group will act as an "And" condition, with all conditions within the group needing to be met for the condition to be met. Each group added (each line in the table) will act as an "Or" condition, with only one line needing to be met for the overall step criteria to be considered to have been met. Hovering over a line in the table will show the pencil and bin icons which allow you to edit or delete the lines respectively. </p><p><br></p><p>In the below example, the step criteria will have been met if the User is from the site "Main", and has Amir as their Account Manager, OR, if the User is also an Agent.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwNjZhYThiLTBlZGItNDJkYi04N2VmLTU3N2M2ZGJiMDE2NiJ9.nXS1Y1OB70JTWS5SctLxBgLvVRu-eqOkc0KrERStzf0" class="fr-fic fr-fil fr-dib" width="1185" style="width: 1187px; height: 292.77px;" height="293"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 5. Split step conditions </strong></span></p><p><br></p><p data-pasted="true">The Outcome of the step can be set below in the Outcome table. When you hover over the outcome line you will see the the pencil icon. Clicking this allows you to set which step to move to if the criteria has be met, and if the criteria has not been met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2NjkxYWQyLWZjMWQtNDA5MC1iYzAyLWM2ZDllNWQwNmVhMSJ9.bcaDYdMDLFpwzgwubXJJ59o0kGmBYzfSGkxYDBPcaL0" class="fr-fic fr-fil fr-dib" width="1176" style="width: 1178px; height: 267.767px;" height="268"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 6. Step outcome</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="font-size: 10pt;"><strong> </strong></span></p><p><span style="font-size: 12pt;"><strong>Action</strong></span></p><p>The Action step allows you to select from a dropdown of action types to perform at this step of the Campaign flow. This is currently limited to the delay action.</p><p><br></p><p><strong>Delay Action</strong></p><p>When selected, the delay action allows you to set a length of time to pause the flow before moving to the next step. The time set here uses a 24 hour clock, not accounting for working hours. This is useful for setting breaks in between the emails sent in your campaign.</p><p data-pasted="true">The Outcome of the step can be set below in the Outcome table. When you hover over the outcome line you will see the the pencil icon. Clicking this allows you to set which step to move to if the criteria has be met, and if the criteria has not been met.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY1ODEwYjUxLWM0YjEtNDNkNC05YWExLTliZTBlNDA0ZTlmNiJ9.rx03FpFG6rn_w_ZX0bDs5mDLGS3SXLHMvQmyNmGumwA" class="fr-fic fr-fil fr-dib" width="1225" style="width: 1227px; height: 645.37px;" height="645"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 7. Action step </strong></span></p><p> </p><p><span style="font-size: 12pt;"><strong>Communication </strong></span></p><p>The communication step is where you can choose a method of communication, using the "Communication Type" dropdown, to determine what is sent to the User.</p><p><br></p><p><strong>Send an Email </strong></p><p>When selected, a dropdown will show allowing you to select an email to send. The emails that show here can be configured in the Email Setup tab of your campaign. These will need to be created and saved before they will be available to add here. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhOTE3ZTE1LTUzOTgtNGZmNy1hN2E1LWVhYTVhYmRjNmRmMyJ9.j8AOZSfOIBiwhlBh7-vCXvklwnmzpu1gti0udvZDFLk" class="fr-fic fr-fil fr-dib" width="1086" style="width: 1088px; height: 340px;" height="340"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 8. Communication step </strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>If you would like to allow Agents to create an email on the step itself, head to Configuration > Email > Mail Campaigns, and enable the setting "Allow creating emails directly on workflow steps". With this set, thee "Campaign Email to Send" dropdown will include the option "New design", which when chosen will open an Email Content section below. Existing email templates can be applied using the Email Template dropdown, and clogging "Apply Template". The content of the email can be edited using the drag and drop options to the right of the email body.</p><p><br></p><p> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0MzU1MWM2LWY3NzQtNGY4Yy05MjdhLTJhM2E5ZjdiZTk3NCJ9.U3LKJxJSg4IkKH07jwMr3eeLXzgj7eq0F24-hVS2tnk" class="fr-fic fr-fil fr-dib" width="1089" style="width: 1091px; height: 774.451px;" height="774"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 9. Creating an email on a Communication step </strong></span></p><p><br></p><p data-pasted="true">The Outcome of the step can be set below in the Outcome table. When you hover over the outcome line you will see the the pencil icon. Clicking this allows you to set which step to move to once the communication has been sent</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQyOGI0YWZlLTA5YWMtNGU5Mi04NzJiLTI3NGQ4ODViNDljYSJ9.8dzoqVvISouzm__xf5vkf9w2GmybSkP3leA9A4ng6Gk" class="fr-fic fr-fil fr-dib" width="792" style="width: 794px; height: 244.166px;" height="244"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 10. Step Outcome </strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; 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;"></p><p><span style="font-size: 12pt;"><strong>End</strong></span></p><p>The end step is used to indicate the end of the campaign. There are no limits to the number of end steps, allowing you to set the end of the campaign at a different point for different users, depending on the steps of the flow that they are following. </p><p><br></p><p><span style="font-size: 14pt;"><strong>Flow Sequence </strong></span></p><p data-pasted="true">Steps can be linked to any other step within the flow. To adjust the order of steps you can either edit the outcome on the step, or drag-and-drop the steps and lines into the order you would like.</p><p><br></p><p data-pasted="true">You can also create cyclical sequences, for example, to handle dead leads on a recurring basis. These can be created by adding steps that link together in a loop, causing the criteria to be checked before the action or communication is sent on a loop. For example, using a split step you may check if the User is a dead lead. If the User is a dead lead you may want to send them an email every 6 months promoting your services. This can be done by adding a delay step, followed by an email step, which loops back to the split step. Each time the email is sent the User returns to the split step where their criteria is checked, and if they are still a dead lead the loop will begin again.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQwNmE2NmMwLTA4OTctNGEyNS05Njc1LWVhZWRhNTdkMWQ2NiJ9.o7qDg9ix-KdvRrSODxCSCwzVmFeY7EqwSPUM8iPHIvs" class="fr-fic fr-fil fr-dib" width="560" style="width: 562px; height: 391.765px;" height="392"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 11. Cyclical flow </strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p>When Users are added to the linked Distribution List(s) on a campaign which has already started, they will join the flow at the start step. The flow can be edited after the campaign has started. This allows for you to configure long lasting flows that you can continue to add to. </p><p><br></p><p><strong><em>Note: If Users are on a step you will not be able to delete it.</em></strong></p><p><br></p><p>The example below uses custom fields to identify which products the User has purchased and follows the process:</p><p><br></p><ul><li>Send initial welcome email</li><li data-pasted="true">Check if the User has purchased AI</li><li>If yes, move to the Cyber Security step</li><li>If no, send them an email offering the AI product, then move to the Cyber Security step</li><li>Check if the User has purchased Cyber Security </li><li data-pasted="true">If yes, move to the IT Support step</li><li>If no, send an email offering the Cyber Security service, then move to the IT Support step </li><li data-pasted="true" style="box-sizing: inherit;">Check if the User has purchased IT Support</li><li data-pasted="true" style="box-sizing: inherit;">If yes, move to the End step</li><li style="box-sizing: inherit;">If no, send an email offering IT support, then move to the End step </li></ul><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiY2ZhOWM2LTJkZjktNDk1Yi04ZDZmLWJjODc5OTU0ZjkyYSJ9.HExnXpKSkV0nksxrXxBea4YyxdVLPhe_py27HhISlW0" class="fr-fic fr-fil fr-dib" width="1156" style="width: 1158px; height: 458.608px;" height="459"></strong></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 12. Example Mail Campaign flow</strong></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; 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;"></p><p data-pasted="true">The campaign is "complete" when all Users reach the final step. If the campaign is "cancelled", Users will stop on their current step and no new members will be able to join the campaign. All queued emails that have not yet been processed will also be cancelled. If the flow is cyclical, without a last step, Users will continue along on the campaign flow until it is cancelled.</p><p><br></p><p>The remaining setup for your Mail Campaign can be found in the Settings tab. This is covered in the Mail Campaigns guide linked <a href="https://usehalo.com/haloitsm/guides/2242" target="_blank" rel="noopener noreferrer">here</a>. </p><p><br></p><p>Once the campaign has been started, the number of members currently on each step will show. Communication steps will show additional metrics, including the number of emails sent, open rate, click rate, and unsubscribe rate. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYzZTBhZTU0LWZhYzEtNDE5NC1hNDFmLTllNDhhOWIxYmQ1OCJ9.O0fcjSr8KBvkAuViUuuh8FBbd1hoVDwZ-8ljNSerLlI" class="fr-fic fr-fil fr-dib" width="256" style="width: 258px; height: 240.622px;" height="241"></p><p data-pasted="true" style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 13. Step metrics </strong></span></p>
