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Follow this guide to create and launch campaigns.

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Create a New Campaign

  1. Navigate to Campaigns
  2. Click New Campaign
  3. Fill in the campaign details:
    • Name: A descriptive name for your campaign
    • Description: Optional notes about the campaign purpose
    • Type: Choose Email or Survey
  4. Set the schedule:
    • Start Date: When the campaign should begin
    • End Date: When the campaign should end
  5. Continue to configure based on campaign type.

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Email Campaign Setup

For email campaigns:
  1. Select Email Template
    • Choose from your saved email templates
    • Preview the template to verify content
  2. Select Audience
    • Choose an existing audience or create a new one
    • Review the estimated recipient count
  3. Configure Sender (optional)
    • By default, emails come from your configured sender
    • Choose role-based sending (CSM, Account Executive) to personalize
    • Add CC or BCC recipients

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Survey Campaign Setup

For survey campaigns:
  1. Select Survey
    • Choose the survey to distribute
    • Ensure the survey is complete and tested
  2. Select Email Template
    • Choose the email template for survey invitations
    • Template should include the survey link placeholder
  3. Select Audience
    • Choose which customers should receive the survey

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Advanced Settings

Instead of a fixed sender email, send from each recipient’s assigned CSM or Account Executive:
  1. Open campaign settings
  2. Under Sender Role, select the role (CSM, AE, etc.)
  3. Emails will come from each recipient’s assigned team member
This increases open rates by making emails feel personal.
Automatically resend to people who haven’t responded:
  1. Enable Auto-Reminder in settings
  2. Set Reminder Duration (days between reminders)
  3. Optionally enable Skip Weekends
Reminders continue until the campaign end date.
Add additional recipients to all campaign emails:
  • CC Emails: Visible to recipients
  • CC Roles: Add team members by role
  • BCC Emails: Hidden from recipients
  • BCC Roles: Add managers or oversight by role

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Test Before Publishing

Always test your campaign before publishing:
  1. Click Send Test Email
  2. Enter a test email address (or use your own)
  3. Review the email:
    • Check personalization tokens resolved correctly
    • Verify links work
    • Confirm formatting looks right
  4. For survey campaigns, complete the test survey
Test emails don’t count toward campaign analytics.

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Publish the Campaign

Before publishing, the system validates:
  • Sender email domain is verified
  • All required fields are complete
  • Audience is selected
To publish:
  1. Review your campaign configuration
  2. Click Publish
  3. If validation passes, the campaign launches
  4. If validation fails, review the error message and fix issues

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After Publishing

Once published:
  • Campaign status changes to Published
  • Emails begin sending to your audience
  • Track progress in Campaign Analytics
  • You cannot edit most settings (create a new campaign for changes)

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Tips for Effective Campaigns

Segment your audience - Smaller, targeted segments often perform better than broad sends.
  • Test with a small audience first before large sends
  • Use role-based sending for personal touch
  • Set appropriate reminder intervals (not too frequent)
  • Monitor analytics and adjust future campaigns based on results
  • Keep subject lines clear and relevant