Atmosphere® Engage Quick Start Guide

Overview

Atmosphere® Engage is a simple and effective way to run omni-channel campaigns powered by Atmosphere®  SmartFlows. With pre-built templates and flows, teams across the enterprise can build campaigns and manage the process of communicating with audiences all in one place. This ready-to-use application allows you to focus less on the technical side of building campaigns, and more on engaging with your target audience.

 

It’s becoming more and more difficult to attract the attention of your prospects and contacts. So, it’s important that your outreach is timely and precise. Pre-built templates and flows allow you to concentrate on the big picture and execution rather than on backend programs. This means you can keep your focus on your messaging and scheduling rather than spending time or resources on coding.

 

Getting Started 

Log in to your IntelePeer account through the IntelePeer Customer Portal (https://customer.intelepeer.com) or the Atmosphere CPaaS Portal (https://atmosphere.intelepeer.com)

IntelePeer Customer Portal 

Click My Applications in the side bar to access the Marketplace. 

You will see the Engage as an icon in the Marketplace.  

Atmosphere CPaaS Portal 

Click Engage in the menu bar at the top of the page to get started.

Learning the Landscape 
Homepage 

When opening Engage, you will be brought to the homepage. 

At the top left-hand side of the screen, you will see three options in the collapsible menu.

  • Portal 

Click Portal to go to the Marketplace page. 

Note: Portal is not a menu option when you access Engage through the Atmosphere CPaaS Portal. 

  • Campaigns 

Click Campaigns to view your existing campaigns, create new campaigns, run a campaign, or delete a campaign.  

  • Lists 

Click Lists to view your existing lists, create and upload a new list, add contacts to an existing list, or delete a list. 

Create a Campaign 

To create a new campaign, click the plus sign button at the top of the homepage. The New Campaign screen opens.  

NoteThe first time you open the New Campaign screen, a dismissible welcome message appears at the top of the page. 

Fill out the form. Fields with an * are required and your campaign will only save if they are filled out.

  1. Name your campaign.
    • The name will appear in the table on the homepage and on the top of the form (New Campaign:).
  2. Provide a campaign description.
    • This field is optional. If you choose to provide a description it will appear in the table on the homepage once the campaign is saved.
  3. Add your list(s).
    • The list determines the campaign recipients.
    • You can choose one or multiple previously uploaded lists from the drop-down menu of Current Lists Available
    • Or click upload to create and upload a new list. 

See the Campaign Lists section below for more information. 

  1. Select the type of campaign.
    • You can send your campaign out via Voice (Phone Call), Text (SMS), or Custom (via a customized SmartFlow).
    • For a Voice campaign, select Outbound Call.
    • For a Text campaign, select Outbound SMS.
    • For a Custom campaign, select a previously created SmartFlow from the drop-down list. See the Integrating with Atmosphere® SmartFlows  section below for more information.
    • Note: If you select a SmartFlow for your campaign and later edit the flow, you must update your campaign to reflect any changes. Simply select the campaign from the homepage and reselect the SmartFlow from the drop-down list.
  2. Decide when you want to run the campaign.
    • You can choose to run the campaign manually from the homepage or set up an automatic schedule for future deployment.
    • Use the Schedule Builder to select the campaign start and end dates and time windows.

The Clear Schedule and Save Schedule buttons appear at the bottom of the window:

  • Click Save Schedule then Publish to set your campaign to run on the day(s) and time(s) selected. The campaign status is then set to Scheduled, and will automatically run according to your specifications. 
  • Click Clear Schedule to erase any previously selected day and time specifications.
  1. Select how many times you want to retry your campaign.
    • Note: This field is not editable if you have elected to manually run your campaign in the previous step.
    • After you select a number of retry attempts greater than 0, the Retry Interval field appears to specify the time between attempts.
  1. Create or edit the content of your campaign.
    • This section is automatically pre-filled based on the type of campaign you selected. The content can be edited within this field, if needed.
    • In the example below an Outbound SMS Text campaign was selected and the following content was automatically pre-filled. 
  1. View or edit the fields in your list(s) headers.
    • This section is automatically filled based on the list(s) you selected. The field headers can be added to your campaign content by dragging them into the message on the left.
    • In the example below four headers were included in the selected list and can be used in the campaign. 
  1. Assign the number the you want to send your campaign from. 
    • Click the magnifying glass icon to choose a number from your inventory. 
    • From the Choose Number/Variable popup you can search for a number or view your available Local, Toll Free, or Short Code/Alphanumeric numbers by category. 
  1. Click Save Draft or Publish.

Save Draft:

  • Your campaign now appears on the homepage in Draft status and can be completed or edited at any time. 

 

Publish:

  • Your campaign will be validated to ensure all required fields have been completed. Once it passes validation your campaign is ready to run!
  • If you elected to manually run your campaign: Click the Run Campaign button to immediately run the campaign or click the green arrow button on the homepage at any time to run the campaign. The campaign status is Published.
  • If you scheduled your campaign: Your campaign will automatically run according to your day and time specifications. The campaign status is Scheduled.

Run a Campaign 

Navigate to the Campaigns homepage. All existing campaigns are listed on this page. Campaigns in Published status have a green ‘Run’ arrow button on the right. Click this button to execute the campaign. The status is automatically updated to Active while it’s running.

 

Note: Scheduled campaigns will not have a Run button because they are already scheduled to deploy at a specified time. Their status is Scheduled, automatically updating to Active while running.


Campaign Lists 

Lists determine who will receive your campaign. On the Lists page you can view all existing lists, create and upload a new list, add contacts to an existing list, or delete a list. 

 

Create and Upload a New List 

To create and upload a new list, click the plus sign button. The New List page opens 

Fill out the form. Fields with an * are mandatory in order to save your list. 

  1. Name your list. The name will appear in the table on the Lists page and at the top of the form (New List:).
  2. Provide a list description. This will appear in the table on the Lists page once your list is saved. 
  3. Contact lists must be in the form of a CSV file. 
    • If you already have a CSV file ready, you can select it using the Choose File button at the bottom left. 
    • If you do not have a CSV file, click Download Template on the bottom right to open a blank file template. Insert your contacts into the spreadsheet and save the file to your desktop for easy access. After saving the file, click Choose File and in the pop-up window select your spreadsheet and click Open.
  1. Header values are automatically extracted from the file and a new field appears where you can select existing headers or create new ones.
  1. Select Use Existing Headers and move to the next step, or select Create New Headers and manually add them in the provided text boxes.
  2. Select the appropriate method of contact option.
  3. The split contacts by timezone checkbox appears. Click the box to ensure recipients are contacted at the most appropriate local time.
  4. Click Submit.

Your list is now available for use in a campaign.  

Add Contacts to an Existing List 

You can easily add contacts to an existing list without having to reupload the entire list. 

From the Lists page, select the list you wish to add contacts to from the chart. The Update List page opens and all existing contacts are displayed. 

Click the blue plus sign. The Add Contact pop-up opens 

Enter the name, email, and phone number and then click the green Save button.


Integrating with Atmosphere® SmartFlows 

Engage works seamlessly with Atmosphere® SmartFlows to help create an end-to-end customer journey. With SmartFlows, you can build workflows that are integrated with your business processes, giving you control over the customer communications experience across voice and messaging channels and third-party business applications. Being able to build your own workflows in SmartFlows and manage your campaigns through Engage leads to a fully customized customer experience. 

SmartFlows are added and configured through the Custom campaign type option. 

SmartFlows users can create their own custom flow templates and use them in Engage by following a few simple steps: 

  1. Build the flow in SmartFlows by using the ‘Inbound API’ trigger. 
  1. No additional configuration is required for the trigger, but data elements from records in Engage (such as first name) can be specified as variables to be used in the course of the flow. 
  2. Depending on the design of the communications flow, the Inbound API trigger will be followed by either a ‘Dial’ action (for outbound calling campaigns) or an ‘SMS’ action (for outbound SMS notifications). Configure these changes in the panel on the right side of the screen. The $ANI represents the phone number of the contact in a campaign and will be replaced by specific phone numbers in the selected list. The $DNIS represents the caller ID configured on the campaign. 
  1. SmartFlow fields can be configured to appear in a SmartForm. When selected for editing within a SmartForm, it will change as shown below. 
  1. Once the flow is complete, assign the flow an identifiable name, Save and Deploy it in SmartFlows. 
  1. Once the flow has been deployed in SmartFlows, it will appear in the dropdown menu of Custom flows in Engage and can then be used in an outbound campaign.