Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------

Hey Luke, I am not sure who is managing this Beta, but if you are in the Beta group, this would be a great comment to leave in your feedback or to ask the PM/Beta Manager. Thanks!

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 05-20-2022 06:07
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------

Hi Luke,
Thanks for this input. We didn't include the work for Contactable Time Sets in our initial release of Email Campaigns because, among other things, we know that  it's not critical for customers to adhere to 'safe dialing windows' for Email campaigns in the way it is for Voice or SMS campaigns. Do you mind creating the Idea with your customers' use cases/business cases outlined? We'll go from there.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees
------------------------------

Original Message:
Sent: 05-20-2022 06:07
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------

Hi All,

Thank you for your responses, I have created an idea:

https://genesyscloud.ideas.aha.io/ideas/OTB-I-520

There are a few reasons that this is required. Initially this can be used to control when customers respond (via email/voice/etc) to an outbound campaign. For example if you send out a bulk email campaign at 10am, it is likely that your inbound interactions will increase in the time after this when customers are responding to the information. Without a way to configure what time outbound interactions are sent, then this could occur anytime during the day, such as just before the CC is closing or when it is closed. Currently this is possible in Genesys Engage and is used heavily by some customers. Additionally, it may be that the information sent to the customer is sensitive and sending it late at night/etc may cause distress.  Some of our customers that are migrating to Genesys Cloud currently send on average 500,000 outbound emails a month and expect this to be a standard configuration option.

Thanks Luke

------------------------------
Luke Mitchell
Connect
------------------------------

Original Message:
Sent: 05-23-2022 14:29
From: Jody Nabuurs
Subject: Outbound email campaigns - Contactable time sets

Hi Luke,
Thanks for this input. We didn't include the work for Contactable Time Sets in our initial release of Email Campaigns because, among other things, we know that  it's not critical for customers to adhere to 'safe dialing windows' for Email campaigns in the way it is for Voice or SMS campaigns. Do you mind creating the Idea with your customers' use cases/business cases outlined? We'll go from there.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 05-20-2022 06:07
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------

Are there any capabilities to capture bounces or junk mail notifications as part of this?

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 05-24-2022 04:43
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

Thank you for your responses, I have created an idea:

https://genesyscloud.ideas.aha.io/ideas/OTB-I-520

There are a few reasons that this is required. Initially this can be used to control when customers respond (via email/voice/etc) to an outbound campaign. For example if you send out a bulk email campaign at 10am, it is likely that your inbound interactions will increase in the time after this when customers are responding to the information. Without a way to configure what time outbound interactions are sent, then this could occur anytime during the day, such as just before the CC is closing or when it is closed. Currently this is possible in Genesys Engage and is used heavily by some customers. Additionally, it may be that the information sent to the customer is sensitive and sending it late at night/etc may cause distress.  Some of our customers that are migrating to Genesys Cloud currently send on average 500,000 outbound emails a month and expect this to be a standard configuration option.

Thanks Luke

------------------------------
Luke Mitchell
Connect

Original Message:
Sent: 05-23-2022 14:29
From: Jody Nabuurs
Subject: Outbound email campaigns - Contactable time sets

Hi Luke,
Thanks for this input. We didn't include the work for Contactable Time Sets in our initial release of Email Campaigns because, among other things, we know that  it's not critical for customers to adhere to 'safe dialing windows' for Email campaigns in the way it is for Voice or SMS campaigns. Do you mind creating the Idea with your customers' use cases/business cases outlined? We'll go from there.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 05-20-2022 06:07
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------

Hi Maksim,
We have Delivery Receipts in Beta.  Events like delivered, open, click, unsubscribe, bounce, etc. are posted on the Interactions view in our Reporting UI.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees
------------------------------

Original Message:
Sent: 05-24-2022 15:29
From: Maksim Gill
Subject: Outbound email campaigns - Contactable time sets

Are there any capabilities to capture bounces or junk mail notifications as part of this?

------------------------------
Maksim Gill
Eccentex, Inc.

Original Message:
Sent: 05-24-2022 04:43
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

Thank you for your responses, I have created an idea:

https://genesyscloud.ideas.aha.io/ideas/OTB-I-520

There are a few reasons that this is required. Initially this can be used to control when customers respond (via email/voice/etc) to an outbound campaign. For example if you send out a bulk email campaign at 10am, it is likely that your inbound interactions will increase in the time after this when customers are responding to the information. Without a way to configure what time outbound interactions are sent, then this could occur anytime during the day, such as just before the CC is closing or when it is closed. Currently this is possible in Genesys Engage and is used heavily by some customers. Additionally, it may be that the information sent to the customer is sensitive and sending it late at night/etc may cause distress.  Some of our customers that are migrating to Genesys Cloud currently send on average 500,000 outbound emails a month and expect this to be a standard configuration option.

Thanks Luke

------------------------------
Luke Mitchell
Connect

Original Message:
Sent: 05-23-2022 14:29
From: Jody Nabuurs
Subject: Outbound email campaigns - Contactable time sets

Hi Luke,
Thanks for this input. We didn't include the work for Contactable Time Sets in our initial release of Email Campaigns because, among other things, we know that  it's not critical for customers to adhere to 'safe dialing windows' for Email campaigns in the way it is for Voice or SMS campaigns. Do you mind creating the Idea with your customers' use cases/business cases outlined? We'll go from there.

Thanks!
Jody

------------------------------
Jody Nabuurs
Genesys - Employees

Original Message:
Sent: 05-20-2022 06:07
From: Luke Mitchell
Subject: Outbound email campaigns - Contactable time sets

Hi All,

We have been testing the outbound email campaigns and have some customers that have been waiting for this feature for sometime, so excited to get this in GA!

One issue that we see is that in an email outbound campaign (in the BETA), you are not able to configure the contactable time set and this is a function that some of our customers require.  It is available in all other types of campaigns.

Do we know if this may be included in the GA release or if this is a feature we will have to request in the Product Ideas Lab?

Thanks
Luke
#Unsure/Other

------------------------------
Luke Mitchell
Connect
------------------------------