Sending a campaign is the start of the conversation, not the end. Once it's out, you can see which Members responded, which clicked a link, and which did neither, then follow up with each group in the way that fits: thank the ones who engaged, nudge the ones who didn't, or pick up a one-on-one conversation. You do this from the Follow-Up Actions section of the Campaign Detail page, on web or in the mobile app.
What is Campaign Follow-Up?
Every campaign gives you five views of your recipients. Each one answers a different question about how Members engaged.
| View | Shows you | Useful for |
|---|---|---|
| All Recipients | Everyone the campaign was sent to | Checking the full audience before you narrow it down |
| Responded | Members who replied to the campaign | Thanking or rewarding Members who engaged, or continuing the conversation |
| Didn't Respond | Members who did not reply | Following up, or deciding who to leave out of future sends |
| Clicked a Link | Members who clicked a link in the campaign | Thanking or rewarding Members who showed interest |
| Didn't Click a Link | Members who received a link and did not click it | Reminding Members about the link, or trying a different message |
Why is Campaign Follow-Up Useful?
Your Members opted in to hear from you, so how they react to a message tells you something about what they want more or less of. Acting on that turns one send into a series of messages that match what each group did.
- Members who engaged are the ones you can thank, reward or keep talking to.
- Members who didn't respond are the ones you can follow up with, or leave out of future sends.
- Members who didn't click are the ones you can retarget with a different message.
How to Follow-Up on a Campaign?
| Follow up by hand | Follow up with a flow | |
|---|---|---|
| What it is | The Recipients by Action view, where you filter a campaign's recipients and choose an action | A Campaign Follow-Up Flow, which sends messages to Members automatically based on what they did |
| Who decides who gets what | You, each time, by choosing a group | The flow, by branching every recipient into a path |
| Best when | You want to look at the results first, or reply to one Member | You already know the follow-up you want and want it to run without you |
| Where to start | The Campaign Detail page, on web or mobile | The Flows tab, the Campaign list, or the Campaign Details page |
Following Up by Hand
- Navigate to the desired Campaign Details page for an active or completed campaign.
- Review the Follow-Up Actions section of the Campaign page. NOTE: For Campaign Surveys, this section is broken out by Survey Options rather than their engagement.
- Decide on the group that you would like to act on and choose from one of the following actions by hovering over the appropriate group.
| Action | What it does | Use it when |
|---|---|---|
| Message the group | Opens the campaign composer with your selected audience already filled in | You want to send the whole group a follow-up |
| Add to favorites | Adds the group to your favorites | You expect to come back to this group |
| Add to a Subcommunity | Adds the selected Members to an existing Subcommunity | You want to keep the group together for future campaigns |
| View members | Shows you the Members in the group | You want to see who is in the group, or reach an individual Member |
Following up with a Campaign Follow-Up Flow
A Campaign Follow-Up Flow continues the conversation for you. Every recipient of the campaign enters the flow, which branches them depending on whether they responded, clicked a link, sent a specific keyword, or chose a particular survey answer. You write the message for each path once, and Community sends it to the Members on that path. You can set one up before the campaign goes out.
To create one, and for the rules on keyword and survey paths, timing and editing, see Campaign Follow-Up Flow. For how flows work in general, see Flows in Community.
Common Questions
How are replies attributed to campaigns?
When a campaign sends, Community opens a 6-hour window. Inbound messages from members in that Campaign audience during that window are attributed to that campaign.
| Situation | What happens |
|---|---|
| You send more than one campaign inside the window | All inbound messages attribute to the last campaign sent. Earlier campaigns get none. |
| A Member sends several messages in the window | Only their first message attributes. |
| Transactional messages, such as onboarding, STOP, START and HELP | Never attributed to any campaign. |