Configure a LINE Campaign: Responses

The Responses sub-section is used to configure a Two-Way Message Campaign. This Campaign method allows you to create a more interactive experience with your customers. A Two-Way Campaign consists of two outbound messages. The first outbound message is typically a question, poll, or survey, and is defined in the Message section as described above. The consumer receives this message, then sends back a reply. Cheetah Digital receives and parses this reply. Based on the presence of pre-defined Keywords in this reply, the platform submits the second outbound message containing content specific to the consumer's reply. The use of keyword responses in your Campaign is optional.

Note: You can also define a frequency cap, which establishes a maximum number of messages that the system will send to each consumer within a 24-hour period. This frequency cap applies only to Keyword-driven responses, and is calculated separately for each Keyword, for each Campaign. The frequency cap must be enabled by a System Administrator. If you'd like to enable the frequency cap, please contact your Client Services Representative.

The system also supports Welcome messages and default response messages not tied to a specific marketing Campaign (see LINE Accounts for more details on how to set up those response types).

The features and options available from the Responses sub-section are described below. 

Configure Link Tracking

Each Campaign can be configured with specific link tracking details, such as which links to track, what to call those links, and what append codes or Tags to use. The platform will parse your Campaign message content to attempt to identify links within the content.

To configure Link Tracking in your Campaign:

  1. If your Campaign contains an External Content Block, and if that External Content Block contains links, the platform enables tracking of those links by default. Optionally you can change this default behavior. Click Do Not Track Links. Please note that this option is displayed only if your Campaign contains an External Content Block with links.  

  2. Select Track All Links to enable link tracking. Or, depending on the Campaign channel, you may have the option to Track Some Links. If you select this option, you'll need to further select which format versions you want to track (HTML, Plain Text, etc.).

  3. If you have multiple domains set up for your account, select a domain from the Link Tracking Domain drop-down list.

  4. Select Shorten Links to use a URL Shortener to convert a URL into a condensed format. This option is mainly intended for the SMS Text channel, which has very strict character limits.

  5. In tracked links, the Proxy ID parameter (pi) is ON by default and is essential to Marigold’s Machine Learning models, including STO. The option Remove Proxy ID Tracking suppresses this pi parameter and stops the campaign from contributing to all ML models and calculations. We recommend not activating this option unless absolutely necessary. This option is only for the very small amount of marketers who had trouble accommodating this parameter in their redirects.

  6. Optionally, in the Append Codes field, enter the Key Value Pair for the Append Code (or optionally, multiple Append Codes). It's not necessary to enter the query string delimiter (?); the platform will add that automatically for you. If entering multiple Append Codes, be sure separate each Key Value Pair with an ampersand (&).

    Note: Append Codes are an optional feature used for web tracking purposes through your own tracking system, or through third-party vendors like Omniture and Google Analytics. The code (or codes) entered in this field will be appended to each tracked link in the campaign.

  7. The Links Found in Content section lists all of the links that are found within the message content, including any links used within Looping Blocks.

  8. The individual links will be tracked in reports generated by the platform. Cheetah Digital's best practice is to provide "friendly" names for the links to make these reports easier to read. For example, instead of viewing a URL like "http://www.mycompany.com/homepage.aspx," a name of “Home Page” can be assigned.

    In addition to improving report readability, the use of friendly names allows you to keep links distinct from each other, even if they go to the same destination URL. For example, you might have two links to your company's home page within your message content -- one within the header and one within the footer. By giving these two links different friendly names ("Home Header" and "Home Footer" for example), you can track these two links separately.

    The system provides several different ways to assign a friendly name for a link:

    • Define the link and the friendly name in the Link Library   

    • Define the friendly name within the Content Editor when you build the message, using one of the following methods:

    • Within HTML content, add a name attribute (data-link-name) to the anchor tag. For example:

      <a data-link-name="Cheetah Digital home" href="http://www.cheetahdigital.com">Cheetah Digital Home Page</a> 

    • Within either HTML or Text content, use a new URL merge tag to specify the friendly name. For example:

      {@Cheetah Digital home|http://www.cheetahdigital.com@}

      Note: The link name parameter can be used only in HTML or Text format versions. Also, links contained within Looping Blocks will not support the link name parameter.

    • If the friendly name has not previously been defined through the Link Library, or within the Content Editor, then the system will use a default name, such as "Link 01" followed by the URL. You can manually override this default name, and enter a new friendly name in the "Links Found in Content" list. When you launch the Campaign, the system will automatically add this link / friendly name to the Link Library.

      Note: In order for the platform to recognize the link friendly name, the link name and URL (or href tag) must be located in the same content source. For example, if you have links contained within Content Blocks used within a Campaign, the Content Block would need to contain both the link name parameter and the URL or href tag.

  9. Optionally, to assign a Tag, click the Tag field next to a link. The system displays a menu of every Tag value used within the current system. You can pick one or more of these tags, or type in a new tag and press Enter. To remove a tag, click the X icon next to the tag value.

    Tags are an organizational tool that can be used to classify links into custom groups for reporting and tracking purposes. Campaign reports (see Campaign Report: Link Click Activity) will show click responses rolled up by Tag value, allowing you to analyze the combined performance of a group of links. For example, you could assign all of the links in your navigation menu with the Tag navigation. This Tag could then be used to view click activity for all links with the navigation Tag. Also, Tags can be used as Filter criteria when building an Audience for a future Campaign, so you could select all subscribers who clicked on a navigation link, for example. Link tags are a Campaign-level setting; these tags can't be defined on the Link Library screen, but instead only on the Campaign screen.

  10. Click Refresh List to refresh the tracking for links added or updated in the message.

  11. Optionally, to test that the URLs in your links are all valid, click Validate Links in the Tool Ribbon. The system pings each URL to see if it gets a response within an optimal amount of time. The results of this test are displayed within the Valid? column -- either Valid or Unable to Verify. If you get the Unable to Verify message, check that the text of your URL is correct, and that the target link will be working at the time of the Campaign delivery. Please note that the Validate Links feature is not available for every channel.

  12. The Globally Excluded Links section lists all of the links found in the message content that have been explicitly set to Do not track through the Link Library.

Configure Keyword Responses

Keywords are used within a Two-Way Message LINE Campaign. Keywords are special words or phrases that, when detected within a customer's LINE message, can be used to trigger the submission of a specific response tied to that keyword.

Optionally, you can set a maximum limit on the number of keyword responses that can be sent to the same consumer for the same keyword (by default, the system does not utilize a frequency limit). If you'd like to implement a limit, contact your Client Services Representative, who can make the necessary configuration change to your Cheetah Digital account. You can set this limit to any number you'd like. Once this feature has been turned on, and the threshold has been defined, the system will check the total number of times that a particular consumer has received a response to the same keyword, for the same Campaign. If this number is less than the threshold, then the system will send the keyword response, as usual. If this number is equal to or greater than the threshold, then the system will not send the automated response to this consumer.

For more information on setting up Social Keywords, see the Social Keywords guide.

To add a keyword-driven automated response to your Campaign:

  1. In the Responses section, enter a date and time when you want to stop sending keyword-driven responses.

  2. From the Keyword Group drop-down menu, select a Keyword Group, and click the + button. The system displays a Message Content editor panel where you can build the response tied to this Keyword Group.

  3. To add a component, select the desired component types (see below for more information on each type).

  4. Repeat step 3 as needed to add more components (up to a maximum of five) to this keyword-driven response.

  5. Repeat steps 2-4 as needed to define additional response messages for other Keyword Groups (up to a maximum of ten Keyword Groups).

  6. If you need to remove a keyword-driven response, click the remove (X) button next to the response name.

The available component types for the response messages are:

Text

To add a Text component to the LINE message:

  1. Select Text from the Message Content drop-down menu.

  2. Click the add button (+). A text box is added to the Message Content editor.

  3. Enter your text in the text box.

  4. Optionally, to add Emojis to your message, position your cursor in the text field where you want to insert the emoji.

  5. In the Dynamic Panel, click on the LINE Emoji section to expand it and see a list of all of the available emojis.

  6. Click on the desired emoji. The system adds the emoji Merge Code to the message (this Merge Code is a textual representation of the emoji image, such as {%thunder%}).

Image

To add an Image component to the LINE message:

  1. Select Image from the Message Content drop-down menu.

  2. Click the add button (+).

  3. In the Image URL field, enter the URL or filepath to the image. This image file can be on the internet, or hosted within Cheetah Digital. The image file must be in JPG format, with a maximum size of 1024 by 1024 pixels.

  4. In the Preview URL field, enter the URL or filepath to the preview, or thumbnail version of the image. The Preview image must be in JPG format, with a maximum size of 240 by 240 pixels.

Sticker

To add a Sticker component to the LINE message:

  1. Select Sticker from the Message Content drop-down menu.

  2. Click the add button (+).

  3. The Dynamic Panel on the right-hand side of the screen is populated with all of the available sticker images. Click on the desired sticker in the Dynamic Panel.

Note: A Sticker message component can contain only one image; if you click a sticker, then click a second sticker, the second sticker will replace the first one.

Video

To add a Video component to the LINE message:

  1. Select Video from the Message Content drop-down menu.

  2. Click the add button (+).

  3. In the Video URL field, enter the URL or filepath to the video file.

  4. In the Preview URL field, enter the URL or filepath to the preview, or thumbnail version of the video.