Working with Connect campaigns Follow

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16 comments

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    Haley Qu

    Hello

    I have tried the new feature. it is very cool.

    There is one question: after admin send the campaign, how long will the end-user receive the message ?

    I waited for many hours to receive the message.

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    Peter Godden

    @Haley, yes I'm having the same issue.

    The code does seem to be working in one respect because when I view the user profile in the connect admin screen I can see the growing history of the HC articles they've viewed. The problem is that the end-users never seems to be sent the campaign message.

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    Anton Mintsev

    Hi! what happens, when user happens to be selected for 2 campaigns? Which campaign will have a priority?  

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    Andrew J

    In my helpcenter theme there are neither </header> or </footer> tags

    I've added this script where it seems best (end of header and footer files) but it isnt displaying for the test segment.

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    Andrew J

    I can also confirm that the data from visited articles in the helpcenter is showing in Connect - however this could be pulled directly from 'Support' code, not necessarily the Connect script.

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    Tim Nguyen

    @Haley - the end-user should receive the message within a few seconds - it may just require a refresh.  Were you able to get the message to work?

    @Peter - thanks for the alerting me to these outstanding questions.  We'll look into your setup to figure out why messages are not appearing

    @Anton - if a user is eligible for multiple campaigns, they will see the first campaign that was created.  There is a default cap of 1 message seen per 24 hours, so the user would see the second campaign next time they login at least 1 day after seeing the first message

    @Andrew - were you able to get the message to work?  If not we'll reply to the best location to add the code in the absence of a Header or Footer. 

     

     

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    Andrew J

    Hello Tim - yes got this working.  Placing was relatively obvious - but still instructions say header and footer tags which are not present in at least some themes... and maybe none of them?

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    Tara Kozuback

    @Tim - We have some additional questions in regards to, "There is a default cap of 1 message seen per 24 hours, so the user would see the second campaign next time they login at least 1 day after seeing the first message" 

    The "next time they login"... does that mean that the subsequent campaigns for eligible users are only triggered when a user logs in? So hypothetically, if a user kept themselves logged in to our Help Center for several days, they would not see the second, subsequent campaign notice unless they logged out and logged back in? 

    Also, are campaigns clocked based on a general 24 hour clock or on the user’s activity? Meaning if the first campaign was viewed sometime on Monday, then on Tuesday at 12am or anytime after, the next campaign would be available? If so, what timezone is this based on, our selected setting in ZD or is there a global clock value like UTC? Or is the next campaign relative to each user? User viewed first campaign at 4pm on Monday, so would not see second campaign until at least 4pm on Tuesday, viewing times then vary per eligible user?

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    Martin Grøn

    Any idea when the "per website" part of the campaigns will be added - we have 3 or 4 different sites where we want to display different messages - I can not use segments as all our users may not be in Zendesk and if they where, I would not know who to choose - so this "only on this website" is really important for us - if we can get this to work - I am quite sure we will get onboard with Connect as we do not need to build this feature ourselfs.

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    Tim Nguyen (Edited )

    @Tara - thanks for the questions and for trying out Connect!  To confirm, a user can stay signed in to your site and be eligible to receive a second message without logging out and logging back in.  So a single user can receive multiple messages within a single login session - each each message delivered at least 24 hours apart. 

    The campaign clock is based on the individual user's activity, so if user viewed first campaign on Mon @ 4pm - they would receive the second campaign the next time they visit your site after Tues @ 4pm (while still logged in or re-logging back in).  This 24-hour clock will vary per user.  

    Would you have a preference to customize the frequency of messages shown?  If desired, the 1 message per 24 hour default cap can be removed for your account altogether. 

     

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    Tim Nguyen

    @Martin - the ability to target different messages to different pages or sites is on our roadmap, but unfortunately we don't have a timeframe for availability yet.  We have your request noted, so we will absolutely keep you posted on when we have more details on timing.   

    As an alternative, you can place the Connect code snippet only on the pages where you want the message to appear - the message will only show on those pages to any logged-in user (regardless if they are currently in your Zendesk or not).  This wouldn't allow you to send different messages to different sites - but would limit the message(s) to only appear on certain pages/sites.  

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    Martin Grøn

    Thanks Tim, we would almost always have separate messages for each website (except if we have server maintenance), so I will just wait for this to be code and I really look forward to it, because it is exactly what we need for making sure we reach our users...

    Hope its sooner than later ;)

    As for how often you can receive a message, I would hope it would be faster than 24 hours - in fact, I would expect if I had 3 live campains, it would show the next as soon as I dismiss the first.

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    Tim Nguyen

    @Martin - thanks for the feedback!  The ability to customize the frequency between messages is also on our roadmap.  

    For now, we can remove the 1 message per 24 hour cap altogether for your account if you'd like.  If you'd wish to proceed with that option, please confirm and we'll remove the cap for your account. 

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    Martin Grøn

    Yes, please remove the cap - however, I will not be a heavy user until we can differentiate between different websites - but general messages for all our user about our servers can be useful - but we really need to be able to differentiate between each website (subsites as well, as they are all on the same domain).

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    Tim Nguyen

    @Martin - I went ahead and removed the limit for your account, so your customers are now eligible to see multiple messages within a 24-hour period.  Noted that the ability to serve different messages to different websites is a requirement on your end to become a heavier user of Connect.  We will definitely keep you posted!

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    Martin Grøn

    We are getting somewhere :) 

    Will it be possible at some point in time, to edit the schedule as well as other things - I created a campagne without a end schedule and now I would like to have one - but that's not possible to change at the moment :)

    Still looking forward to be able to choose specific sup pages for my campagnes :)

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