Create an email campaign

AI-generated summary

Genesys Cloud enables users to create email campaigns through its outbound email functionality, which requires specific licensing (CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) and permissions including Email Campaign management, Contact List search, and DNC List view capabilities. Users acquired CX 2 or CX 3 subscriptions after November 2, 2022, receive default access to Outbound Email Campaigns and Agentless Email; earlier subscribers must activate the feature through Genesys AppFoundry, with usage-based billing applied to both capabilities. Campaign setup requires configuring an email domain for sending and optionally an inbound domain for reply handling, establishing email routing through inbound flows or queues, and creating email templates adhering to specific character limits: sender address ( for domain, 64 for local part), friendly name (), subject line (), and body (40, expandable upon request to Genesys Customer Care). Campaign creation mandates a contact list containing properly formatted email addresses; optional resources include a Do Not Contact (DNC) list to exclude specific addresses and a Contactable Time Set to optimize send times across time zones. Users must designate a division for campaign association or default to the Home division. Email campaigns are created through the Digital Campaigns interface by accessing Menu > Digital and Telephony > Outbound > Campaign Management, requiring a unique campaign name, division selection, and configuration of campaign options including contact list selection, message frequency, and DNC list application. Message sending rates are configurable from 1 to 1200 messages per minute, with the latter representing the organization-wide system limit; rates can be adjusted during campaign execution. Contact list sharing across active campaigns is supported with proper filtering implementation to manage contact distribution. Campaign configuration involves organizing contact data with multiple optional columns and applying automation rules through Digital Rule Sets, which process campaign records in a specified evaluation order. Type configuration requires selecting Email as the campaign type and specifying the Dynamic Template Column from the contact list to assign individual content templates per contact; if templates cannot be found, the system defaults to the campaign-level canned response, with rule set templates taking precedence over contact list specifications. The Email Column designates which contact list field contains customer email addresses, while the Email Campaign Template defines message content with substitutions verified against contact list headings. Sender configuration requires entering the local part of a provisioned email address and selecting the outbound domain, with optional friendly name designation. Reply-To Address configuration involves selecting an inbound domain and specifying the destination address for campaign replies. Advanced options include enabling Always Running mode, which allows campaigns to remain active without contacts in the contact list, continuing operation as new records are added rather than completing when records are exhausted. Contact list sorting and dynamic queueing capabilities enable campaigns to prioritize and re-sort contacts based on specified criteria. Contact sorting can be configured under Advanced > Contact Sorting by selecting a column and sort order (ascending or descending), with support for up to four columns where the first sort takes highest precedence. Date columns require ISO 8601 format (yyyy-mm-dd) for proper sorting. Dynamic Queueing sorting allows contact lists to be re-sorted when new contacts are added to running campaigns, with organizations maintaining up to five active Dynamic Queueing sorting campaigns concurrently and a maximum of ten total active and inactive campaigns. Dynamic Queueing filtering can be enabled to honor Contact List Filters changes during campaign execution, allowing filters to be modified to re-evaluate contact eligibility. Both Dynamic Queueing sorting and filtering features must be configured at campaign creation and cannot be enabled after a campaign is created. Once configured and saved, campaigns appear on the Campaign Management page, with a system notification if the total exceeds the 1,000 campaign maximum limit, requiring deletion of obsolete campaigns before proceeding. Digital campaign reporting is accessible through the interaction view rather than call detail reports, displaying disposition statuses of OUTBOUND-MESSAGE-SENT or OUTBOUND-MESSAGE-FAILED. Email campaign delivery status can be monitored via Performance > Workspace > Interactions, where the Delivery Status column provides interaction-level tracking. Pricing information for email campaigns is available in the Genesys Cloud pricing hub under the Messaging section. Email campaigns do not support attempt control or preview mode column configurations applicable to other contact list types, and users bear responsibility for including standard unsubscribe language and options in email content

PrerequisitesClick to expand

Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
Email campaigns: Outbound > Email Campaign – Add, Delete, Edit, View permission
All campaign types:
- Outbound > Contact List – Search permission
- Outbound > Dnc List – View permission
Provision a domain that is used for a campaign: Routing > Email – Manage permission

Access to email campaigns

If you acquired a Genesys Cloud CX 2 or CX 3 subscription after November 2, 2022, then you have access to Outbound Email Campaigns/Agentless Email by default.
If you acquired the Genesys Cloud CX 2 or CX 3 subscription before this date, you can activate the feature in the Genesys AppFoundry:
If you are a direct customer or a partner, here are the steps you must take:
1. After you log in to Genesys Cloud, go to the AppFoundry listing.
2. Review all details about the feature, including pricing.
3. Click Purchase to agree to the terms and to enable the features in your organization.

If you are an indirect customer, you must contact your Genesys Partner to go through these steps for you.

Note: Email Campaigns and Agentless Email Notifications have usage-based charges and therefore usage of these capabilities generate billable charges.

Before you set up an email campaign, make sure that you perform these tasks:

Email domain – Enter your email campaign domain. If you plan to allow replies to sent emails, enter an inbound domain and address. For more information, see Set up a domain for outbound email campaigns.
Email replies – If you expect responses to messages sent, select an inbound flow or a queue when configuring email addresses for your inbound domain. For more information, see Manage ACD email routing and Create a flow.
Email content – Create an email campaign template message for the email subject and message body. You are responsible for adding standard unsubscribe language and options to your email content. For more information, see Add an email campaign template message.

The following character limits apply to the sender email address and email campaign templates:

Sender email address (domain name): 254 characters
Sender email address (local part): 64 characters
Sender friendly name: 64 characters
Email body size: 40,000 characters
Note: To request an increase in the email body size, contact Genesys Customer Care.
Email subject line: 400 characters

Now add the resources required for this campaign mode, or identify existing resources to reuse.

Resource	Required?	Description
Contact List	Yes	Define the list of persons that you want to contact or know which existing contact list to use. This contact list must contain a column with properly formatted email addresses (john.smith@example.com). For more information, see Create a new contact list. Notes: The following contact list configurations do not apply for email campaigns: Attempt control Preview mode column
Do Not Contact List	Optional	Define a list of email addresses that this campaign never messages, even if they are in the contact list. The contact method for this list must be email. For more information, see Create a new DNC list.
Contactable Time Set	Optional	To set the optimum time to send an email to a contact, select a Contactable Time set for the email campaign. For more information on defining when the campaign can send messages to specific time zones, see Contactable time sets overview.
Division	Yes	Know which division to associate with this campaign, or whether to use the Home division by default. For more information, see Divisions overview.

When your setup is complete, create your email campaign by following these steps:

Click Menu > Digital and Telephony > Outbound > Campaign Management.
Click the Digital Campaigns tab.
Click Create New.
Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but must be unique.
Select a Division or accept the default Home division.

For more information, see Work with divisions in About access control.

Configure your Campaign OptionsClick to expand

Use the Contact List box to select a list of contacts to message for this campaign. To filter the list, type all or part of a name. If you select an unassignable list, a message indicates why. A contact list is invalid if:
- No defined email address types exist for the list.
- The list has no records.
- The list failed to import.
- An import that created the list is still running.
Tip: If you have not created a contact list, you can do so without leaving the current page:
1. Click the Contact List box and then click Create a New Contact List.
  A dialog box prompts for the DNC List Name and a .csv file to upload.
2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.
  Ignore the Attempt Control option in the Advanced section. Attempt controls only apply to voice campaigns and are not applicable to digital campaigns.
3. Click Save.
Notes:
- Wrap-up code mapping is not applicable to digital campaigns.
- You can share a single contact list between multiple active campaigns. If you use the same contact list for multiple campaigns, Genesys recommends that you create contact list filters to avoid contact overlaps. Campaigns that share the same contact list can run at the same time.
(Optional) From the Contact List Filter box, select the contact list filter that this campaign uses to limit the messages to matching contacts. For more information, see Contact list filters view. Click View Filtered Contacts to see the contact list editor with the selected filter applied.
From the Messages per Minute box, enter the number of messages to be sent each minute during the campaign. The system-imposed limit for organizations is 1200 outbound email messages per minute. If you set the value to anything greater, an error occurs. You can adjust the Messages per Minute value while the campaign is running. To request an increase in system-imposed limit for organizations, contact Genesys Customer Care.
Notes:
- If a digital campaign has data action conditions in its rulesets, the maximum messages per minute can be set up to 1200.
  Also, 1200 is the maximum number of messages per minute that can be running across all digital campaigns with data action conditions.
- Data actions that are configured for the campaign can impact (slow down) the message sending speed.
(Optional) From the DNC Lists box, select a table of email addresses that this campaign will never message. To filter the list, type all or part of a name. When this campaign selects records to message from its contact list, it excludes addresses that match entries in this do not contact list. If you select an unassignable list, a message appears. A do not contact list is invalid if:
- All or part of the list contains no records.
- All or part of the list fails to import.
- The Contact Method for the list is not Email.
Tip: If you have not created a DNC list, you can do so without leaving the current page:
1. Click the Do Not Contact Lists box and then click Create New DNC List.
  A dialog box prompts for the DNC list name and for a .csv file to upload.
2. Type a name in the DNC List Name box. Then to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of email addresses. A DNC file can contain multiple email address columns and redundant information, such as contact names.
  Example:
```
Last Name, First Name, Email_Work, Email_Home
Smith, Bill, Bill.Smith@example.com, BSmith2345@example2.com
Jones, Don, Don.Jones@example.com, DJones5876@example2.com
```
  As a best practice, put only email address columns in your .csv file.
3. Click Save.
Optionally select sets of rules from the Digital Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule sets view.
Tip: If you assign multiple rule sets, change rule set evaluation order by dragging items to new positions in the Digital Rule Sets box. The system evaluates rule sets in left-to-right order.
(Optional) Select a Contactable Time Set containing time zone names and when email can be sent for each time zone. For more information, see Contactable time sets overview.
Note: To use the contactable times feature, the contact list assigned to the campaign must contain at least one time zone column. If it does not, and you assign a set of contactable times to the campaign, the configuration is invalid and you cannot save changes to the campaign.

Set up your Type ConfigurationClick to expand

From the Type box, select Email.
Note: You cannot change the type of digital campaign while the campaign is running.
From the Dynamic Template Column box, select the contact list column that contains the ID of the content template.
You can specify a different ID for each contact in a contact list. We recommend that you apply contact sorting for better performance.
Notes:
- If Genesys Cloud cannot find the content template based on the ID, it uses the canned response set at the campaign level.
- If the content template specified in the contact list conflicts with a set content template action in the rule set that applies to the campaign, the rule set takes precedence.
- To get the response ID, go to the Canned Responses page, and click Copy Response ID . For more information, see View responses.
From the Email Column box, select the contact list column that contains the email address of the customer.
From the Email Campaign Template box, select an Email Campaign Template.
Verify the substitutions used in your template with the corresponding headings in your contact list. If a substitution does not match a contact list heading, the system sends a default substitution. If no default is provided, the system sends the name of the column heading. The missing substitutions display in the event viewer. For more information, see Add an email campaign template message.
In the From Address section, in the Address box, type the local part of the sender email address you provisioned for this campaign.
Note: You can use the same From Address and Reply-To Address on multiple running email campaigns. Certain restrictions apply to email campaign addresses. For more information about sender and reply-to addresses, see character limits.
From the Domain box, select the outbound domain part of the sender email address (example.com). For more information, see Set up a domain for outbound email campaigns.
(Optional) In the Friendly name box, type the name by which you want the sender identified.
(Optional) In the Reply-To Address section, first select the inbound Domain where the reply-to email address is provisioned. And then, from the Address box, select the address to which you want replies to this email campaign directed.

Enable the Advanced optionsClick to expand

(Optional) Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records. This option is useful if another source dynamically updates the contact list.
(Optional) Sort the contact list by column before messaging begins. For example, if your contact list has an Amount_Owed column, you could sort the list to message people who owe the highest amount first.
Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start. If you add a contact while a campaign is running, the new contact is messaged but is not included in contact list sorting. To sort by more columns, click the plus sign. You can sort up to four contact list columns, with the first sort taking the highest precedence.
Note: Special considerations apply when sorting a date column. The system does not sort a contact column with dates formatted as mm/dd/yy. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered as a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.
To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign.
Before you configure dynamic sorting, consider these actions:
- If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
- If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
- When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.
Configure Dynamic Queueing sorting for a campaign:
- When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Data Type in Column Data Type Specifications, in the contact list.
- When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.
Notes:
- If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
- You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
- You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns.
- You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.
To ensure that your campaign honors Contact List Filters changes at any time, for example, while a campaign is running, then when you create the campaign, switch the Dynamic Queueing filtering toggle to On.
Notes:
- If a contact is filtered out because it does not match filter conditions, you can adjust conditions of the filter to re-evaluate the contact and match it.
- If a contact matches the filter when the queue is built, the contact is added to the queue, and later the contact is updated in a way that it does not match the filter anymore, then the contact is removed from the queue if it is not dialed or in flight.
- If a contact is filtered when the queue is built, the contact is not in the queue, and later the contact is updated to match the filter, then the contact is added to the queue.
- Dynamic filtering allows the filter to be changed while the campaign is running. Changing the filter or recycling the campaign triggers the re-evaluation of contacts.
- You cannot enable the Dynamic Queueing filtering after you create a campaign. Create a new campaign to enable the Dynamic Queueing filtering toggle.

When you complete your email campaign configuration, click Save. The new campaign is available on the Campaign Management page.

Notes:

A message appears if the new campaign exceeds the maximum limit count of 1,000 campaigns. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.
You can see and export digital campaign reporting from the interaction view, and not in the call detail report. For digital campaigns, you can see the dispositions OUTBOUND-MESSAGE-SENT or OUTBOUND-MESSAGE-FAILED.
To view the delivery status of your email campaign interactions, click Performance > Workspace > Interactions. The data is present in the Delivery Status column. For more information, see Interactions view.
For information about email campaign pricing, see Messaging in the Genesys Cloud pricing hub.

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Create an email campaign

Access to email campaigns

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