Campaigns - FAQ

Click Here for an Interactive Video Walkthrough of Campaigns

 

What is a Campaign?

A Campaign is a set of emails that are sent to a particular set of recipients while a condition is true. Over the course of a Campaign, multiple emails can be sent to recipients. Campaigns can be used to encourage users to achieve a particular goal in the system, or to simply create more custom messaging both internally and also between agency staff and their customers.

How can I get access to Campaigns?

Check out our interactive demo for a walkthrough of how to utilize Campaigns. 

Campaigns Complete Walkthrough

How many emails can be added to a Campaign?

There is no limit to the number of emails that can be added to a Campaign sequence. The minimum is 1.

When do each of the emails in a Campaign sequence get sent out?

By default, there is a 2 day delay between each subsequent email in a Campaign sequence.

Each email is only sent once.

Emails in a Campaign sequence will continue to send as long as the Campaign Condition remains true.

Can I set up a Campaign for both Submissions and Cases?

A single Campaign can only apply to either Submission Types or Case Types. If you would like to create a similar email sequence for both, you’ll need to create two separate Campaigns.

What conditions can be used to trigger an email in a Campaign?

Here are some examples of the types of conditions that can be set up for a Campaign:

• Submission/Case Status: Select a specific Status from a Submission Workflow.
• Changes Requested: Check if a Submission has pending Changes Requested or not in a particular Status.
• Unsubmitted: Check if a Submission is in the Unsubmitted Status.
• Submission/Case Inactivity: Check if a Submission/case has been inactive for a number of days.
  • Submission/Case activity is defined by:
    • Workflow status update
    • Location updated
    • Moving submission into a project
    • Attachment has been added/removed
  • Submission/Case activity does not include:
    • Adding a new data field, updating value of an existing data field
• Task: Check if a Task has been inactive for a number of days.
  • Task activity is defined by:
    • User reassigned/updated
    • Task completed/statused
    • Due date added/updated
  • Task activity does not include:
    • Opening a task, leaving a comment, requesting an inspection (applicant side)
• Specific Task is Incomplete: Check if a particular Step or Task is incomplete on a Submission.
• Fees are Unpaid: Check if there are any unpaid fees on the Submission.

The following tables contain a complete list of the possible conditions.

Note: If a Campaign is set to run for Submission Types, there will be an option for “A submission…”. However, if the Campaign is set to run for Case Types, this option will instead be “A case…”.

Submissions

Object	Trigger	Additional Info	Additional Info
A submission…	…is created
A submission…	…has the status	Selected status	Whether initial submission/changes requested/changes submitted (or none)
A submission…	…is inactive for…	Selected number of days/weeks/months/years
A submission…	…is archived
A submission…	…has location updated
A submission…	…is added to a Project

Cases

Object	Trigger	Additional Info	Additional Info
A case…	…is created
A case…	…has the status	Selected status	Whether initial submission/changes requested/changes submitted (or none)
A case…	…is inactive	Selected number of days/weeks/months/years
A case…	…is archived
A case…	…has location updated

Tasks

Object	Trigger	Additional Info	Additional Info
A task…	…is added
A task…	…is completed
A task…	…is due in…	Number of days	Select step name(s)
A task…	…is overdue by…	Number of days	Select step name(s)
A task…	…is inactive for…	Number of days	Select step name(s)

Who can receive emails in a Campaign:

There are a variety of recipients that can belong to the Campaign. It can range from both external (Applicants, Contacts, etc.) to internal staff. This gives flexibility to Campaigns so that they can be used for both internal workflow purposes as well as for communicating with citizens.

One or more of the following recipients can be added to a Campaign email:

• Applicant/Contact: The Applicant or Contact that a Submission or Case belongs to.
• Secondary Applicants: Any Secondary Applicants that belong to a Submission.
• Subscribers: Any agency User(s) who are currently Subscribed to the Submission or Case.
• Individual User: Select one or more agency User(s) from the organization.
• User Group: Select one or more agency User Group(s) from the organization.
• Data/User Field Contact: Select an email type Data/User Field.
• Organization Contact: Send to the organization primary contact.
• Task Assignee: The agency User or Group assigned to a particular Task.
• Custom Email Address: Can be any external custom email address.

What are some examples of how a Campaign could be used?

Campaigns are really flexible and can be configured to fit a wide range of scenarios. Here are some examples:

• Business Licensing: I want to be able to notify business license holders when their license is about to expire, so that they can log back into Camino and complete their renewal application.
• Parking Permits: I want to be able to notify my staff when our parking permit application window is about to open for the year so that they can prepare for incoming submissions.
• Permitting Counter: I want to send a message to applicants who have a submission that has been sitting in a changes requested status for a long time so that I can remind them to resubmit.
• Inspections: I want to contact inspectors if they have an assigned inspection that has been sitting incomplete for over 90 days past the inspection date so that I can remind them to update it.

What type of custom content can I create in a Campaign email?

We support customization of the subject line (plain text) as well as the body of the email (rich text). Rich text formatting includes basic options such as bold, italic, headers and lists.

You can also insert Data Fields, User Fields and Default Fields into the email content. Default Field options include:

• Applicant/Contact Email Address
• Applicant/Contact First Name
• Applicant/Contact Last Name
• Organization Name
• Submission/Case Address
• Submission/Case APN
• Submission/Case Type
• Submission/Case Number
• Submission/Case Status
• Today’s Date
• Submission/Case URL
• Task URL
• Task Name
• Task Due Date

What is the purpose of a draft Campaign?

Saving a Campaign as a draft gives you the opportunity to save your progress without necessarily pushing the notifications live. As soon as a Campaign is published, emails will begin to send for Submissions or Cases where the condition is true.

What happens if I archive a Campaign?

Once a Campaign is archived, it will no longer be active and any email sequences within it will no longer be sent. Campaigns can be unarchived at any time.

How can I keep track of emails that have been sent?

Each Campaign has its own History, where you can go to see a record of every single notification that has been sent by the system as part of that specific Campaign.

Campaign email notifications will also show up in a Submission or Case’s Activity Log.