SMRT Campaigns
What You Will Learn:
✓ How to access the campaign creation workflow
✓ How to define your target audience (Step 1: Who)
✓ How to configure message delivery settings (Step 2: How)
✓ How to create campaign content (Step 3: What)
✓ How to review and activate your campaign (Step 4: Preview)
💡 TIP: You can save your progress at any time using the "Save & Exit" button and return later to complete your campaign.
Before You Begin
Prerequisites Checklist
Required Item | Description |
Audience KPI | Customer list/filter defining who receives messages |
Email Template (optional) | Pre-designed email if sending email messages |
Promotion (optional) | Discount or offer to include in campaign |
Campaign Creation Workflow
Creating a campaign in SMRT involves a 4-step guided process. Each step must be completed before proceeding to the next. You can navigate between steps using the Back and Next buttons.
Step | Name | Purpose |
1 | Who - Target Audience | Define who receives your messages |
2 | How - Message Parameters | Configure delivery settings and frequency |
3 | What - Message Content | Create email/SMS content and promotions |
4 | Preview - Review & Activate | Review and activate your campaign |
Getting Started: Accessing Campaign Creation
Step-by-Step Instructions
Open the SMRT desktop application
Click on "Campaigns" in the top navigation menu
The Campaigns dashboard will display
Click the "+ Create Campaign" button in the top right corner
A modal will appear - click "Start workflow" to begin
STEP 1: Who - Target Audience
In this step, you will define your campaign basics and select your target audience. This determines WHO will receive your campaign messages.
Fields to Complete
1. Campaign Name
Enter a descriptive name for your campaign that clearly identifies its purpose.
Examples: "Spring Cleaning Special 2026", "Win-Back Q1 2026", "New Customer Welcome"
2. Campaign Description
Provide a brief internal note explaining the campaign purpose. This helps team members understand the campaign objectives.
3. Campaign Type
Select the appropriate campaign type:
Type | When to Use |
Marketing | For promotional campaigns with offers, discounts, or sales messaging (SMRT Promotions activated) |
Notification | For transactional or informational messages like order updates, reminders, thank you notes (SMRT Promotions deactivated) |
4. Audience Configuration
Define your target audience using KPI filters with AND/OR logic:
A. Include customers matching:
Select the KPI(s) that define your PRIMARY target audience - the customers who SHOULD receive this campaign.
Steps to configure:
Click the dropdown menu and select either "ALL the selected KPIs" or "ANY of the selected KPIs"
Select your target audience KPI(s) from the list
Add multiple KPIs if desired by selecting additional filters
If you need to create a new KPI, click "Create Audience KPI" button
B. Exclude customers matching: (Optional)
Select KPI(s) to REMOVE specific customers from your campaign, even if they match the inclusion criteria.
Understanding AND/OR Logic for Exclusions:
"ALL the selected KPIs" (AND logic) - Only include/exclude customers who match EVERY selected KPI
Example: Select "Purchased This Week" AND "Redeemed Promotion", only customers who did BOTH are filtered
Use when: You want to exclude a very specific segment
"ANY of the selected KPIs" (OR logic) - Include/Exclude customers who match ANY of your exclusion KPIs
Example: Select "VIP Customers" OR "Recent Purchasers", customers matching EITHER criteria are excluded
Use when: You want to suppress multiple different segments (most common)
Steps to configure:
Click the dropdown menu and select either "ALL the selected KPIs" or "ANY of the selected KPIs"
Select KPI(s) for customers you want to include/exclude
Common exclusions: Recent purchasers, VIP customers, customers in other campaigns
Completing Step 1
Once all required fields are completed:
✓ Review all entries for accuracy
✓ Ensure campaign name follows your naming conventions
✓ Verify correct campaign type is selected
✓ Confirm audience KPIs are appropriate for campaign goals
Click "Next" to proceed to Step 2: How - Message Parameters
STEP 2: How - Message Delivery Parameters
In this step, you will configure HOW your messages will be delivered to customers. This includes selecting communication channels and setting message frequency.
Messaging Parameters
1. Send messages via
Select which communication channel(s) to use for this campaign:
Option | When to Use |
Send both Email and SMS | Maximum reach - customers receive both email and text message |
Only Email | Detailed content, newsletters, visual promotions |
Only SMS | Urgent offers, time-sensitive messages, high engagement |
Email First (SMS as fallback) | Prefer email but ensure delivery with SMS backup |
SMS First (Email as fallback) | Prefer SMS but use email if no Cell number |
2. How often would you like to send messages?
Select the frequency pattern for message delivery:
Frequency | Best For | Example |
Daily | Time-sensitive offers | Flash sales, daily deals |
Weekly | Regular engagement | Weekly specials, |
Monthly | Recurring reminders | Monthly newsletters service reminders |
Day of the Month | Billing cycles | 15th of each month for statements |
Day of the Week | Specific days | Tuesday specials, weekend promotions |
3. Send the message every
Specify the interval between messages:
Enter a numeric value (e.g., "1", "2", "7")
Select the time period (day, week, month)
Specify total number of messages to send
Example: "Send the message every 1 day for a total of 7 messages" means the campaign sends daily for one week.
4. Optional Settings
☐ Send different message each time
Enable this if you want to rotate message content or send a sequence of different messages in multi-touch campaigns.
☐ Send reminder message
Enable this to send follow-up reminders to customers who haven't responded or redeemed the promotion.
Completing Step 2
Before proceeding, verify:
✓ Messaging channel is appropriate for campaign urgency
✓ Frequency won't overwhelm customers
✓ Message intervals align with campaign goals
Click "Next" to proceed to Step 3: What - Message Content
STEP 3: What - Message Content
In this step, you will create the actual content of your campaign, including email templates, SMS messages, and optional promotions.
Promotion Configuration (Optional)
1. Select a Promotion
If your campaign includes an offer or discount:
Click the "Select a Promotion" dropdown
Choose from existing marketing promotions
Or click "Create Promotion" to create a new offer
2. Automatically apply promotion
Toggle this setting ON or OFF:
Setting | Result |
ON (Enabled) | Promotion automatically added to customer account - no code needed at checkout |
OFF (Disabled) | Customer must enter promotion code manually at checkout |
Message Content
3. Draft an SMS message
Create your SMS message text (maximum 1500 characters):
SMS Best Practices:
Keep it concise and clear
Include your business name
State the offer/value proposition upfront
Add expiration date for urgency
Include call-to-action
Use dynamic fields for personalization (e.g., [customer.firstname])
Example SMS:
Using Dynamic Fields for Personalization
Dynamic fields allow you to automatically insert customer-specific information into your SMS and email messages, creating personalized content for each recipient.
What Are Dynamic Fields?
Dynamic fields are placeholders that automatically populate with individual customer data when messages are sent. Instead of sending generic messages, you can personalize greetings, include customer-specific details, and create more engaging communications.
How to Insert Dynamic Fields:
Position your cursor in the SMS message text box where you want to add personalized information
Click the "Include dynamic fields like" dropdown
A menu will appear showing available dynamic fields
Select the field you want to insert (e.g., "Customer First Name")
Click the "Insert" button and the field code will be inserted into your message at the cursor position
The following dynamic fields are commonly available:
Customer First Name - Inserts the customer's first name
Customer Last Name - Inserts the customer's last name
Customer Email - Inserts the customer's email address
Brand Name - Inserts your business name
4. Choose email template
Select or create an email template:
Click "Choose email template" dropdown
Select from existing templates
Or click "Create New Template" to design a custom email
5. Email subject line
Enter a compelling subject line for your email (recommended: under 50 characters)
Subject Line Tips:
Make it specific and relevant
Include urgency or value (e.g.,Specific benefit statements "Save 20% on dry cleaning")
Personalize when possible
Avoid spam trigger words
Example Subject Lines:
❌ Bad: "ACT NOW!!! FREE MONEY - LIMITED TIME OFFER!!!" ✅ Good: "Jane, 20% off your next visit this week"
❌ Bad: "AMAZING DEAL - Click here NOW or miss out!!!" ✅ Good: "Your exclusive offer from [Brand Name]"
❌ Bad: "100% FREE - No risk - Guaranteed savings!!!" ✅ Good: "Special offer for loyal customers"
6. Email Preview
Review how your email will appear to customers:
Check that images load correctly
Verify links are functional
Confirm dynamic fields populate properly
Click "View Mobile" to see mobile rendering
Use "Edit Email" button to make changes
⚠️ IMPORTANT: If you see "Fill in required fields" warning, complete all mandatory fields before proceeding. The system will not allow you to continue until all required information is provided.
Completing Step 3
Before proceeding, verify:
✓ SMS message is under 400 characters
✓ All dynamic fields are correctly formatted
✓ Email template displays properly
✓ Subject line is compelling and accurate
✓ Promotion is correctly configured (if applicable)
Click "Next" to proceed to Step 4: Preview
STEP 4: Preview - Review & Activate
This is your final opportunity to review all campaign settings before activation. Take time to carefully verify every detail.
Campaign Preview Screen
The preview screen displays a comprehensive summary of your campaign organized into sections:
Section | What to Verify |
Campaign Name | Verify name is correct and follows naming conventions |
Campaign Description | Confirm description accurately reflects campaign purpose |
Campaign Type | Ensure Marketing or Notification type is correct |
Audience | Review inclusion and exclusion KPIs are appropriate |
Messaging Parameters | Check channel selection and frequency settings |
Promotion | Verify correct promotion and auto-apply setting |
Message Content - SMS | Review SMS text for accuracy and character count |
Message Content - Email | Check email preview, subject line, and formatting |
Activating Your Campaign
Once you have completed your final review:
1. Locate the "Enable Campaign" toggle switch at the top of the preview screen
2. Toggle the switch to ON (it will turn green)
3. Click "Activate" to save and activate the campaign
Or
🚨 CRITICAL: Once you enable the campaign, it becomes active IMMEDIATELY. The system will start evaluating customers and sending messages according to your configuration. Double-check everything before activating!
Alternative Actions
Action | Result |
Click "Back" | Return to previous step to make changes |
Click "Save & Exit" (without enabling) | Save campaign as draft - can be activated later from dashboard |
Toggle ON + "Activate" | Activate campaign immediately - begins sending messages |
After Campaign Activation
After activating your campaign, here's what happens:
Immediate Effects
✓ You return to the Campaign Metrics dashboard
✓ Your campaign appears in the Campaign Dashboard with "Active" status badge (green)
✓ The system begins evaluating customers against your KPI filters
✓ Messages start sending according to your configured schedule
Monitoring Your Campaign
To view campaign performance:
1. Locate your campaign in the Campaigns dashboard
2. Click the "View" button next to your campaign name
3. Review the Campaign Metrics dashboard
Key Metrics to Monitor
Metric | What It Tells You |
Total Messages Sent | Campaign reach and volume |
SMS Delivered | SMS delivery success rate |
Emails Opened | Percentage of Opened Emails |
Promotion Revenue | Direct campaign ROI |
Promotions Redeemed | Offer effectiveness and conversion rate |
Making Changes to Active Campaigns
You can edit your campaign at any time:
1. Navigate to the campaign in the dashboard
2. Click the "View" button
3. Click the "Edit" button on the right side
4. Make your changes in the 4-step workflow
5. Save your changes - they take effect immediately for future sends
📝 NOTE: Changes to active campaigns affect future message sends only. Messages already sent cannot be recalled.
Quick Reference Guide
4-Step Campaign Creation At-A-Glance
Step | Key Fields | Required | Tips |
1: Who | Name, Type, Audience | Yes | Use clear naming; start broad with KPIs |
2: How | Channel, Frequency | Yes | Consider customer preferences |
3: What | SMS, Email, Promotion | Partial | Test dynamic fields |
4: Preview | Review, Enable | Yes | Double-check everything! |
Common Buttons & Their Functions
Button | Function |
Next | Proceed to next step in workflow |
Back | Return to previous step |
Save & Exit | Save progress and return to dashboard |
Enable Campaign (toggle) | Activate campaign for immediate sending |
Troubleshooting Tips
Issue | Solution |
Can't find my KPI in dropdown | Ensure KPI is tagged with "Marketing Customer Filters" |
"Fill in required fields" warning | Complete all fields marked as required before proceeding |
Campaign not sending messages | Verify campaign is enabled (toggle ON) and audience KPI has customers |
Dynamic fields showing [brackets] | Test with actual customer data to verify field population |