The Campaigns page shows reporting from all proactive campaign communication sent by your team. It also includes aggregate reports for specific Scripts that trigger under certain circumstances.
At the top of the Campaigns tool, above the table of standard Campaigns, is a section of aggregate reports. Clicking into one of these reports reveals more information about that particular report:
- Recipients: description of the contacts that receive this Script
- Type: Interactive for Scripts with Yes/No, Multi-Choice, or Open-text questions; Nudge for all others (see Scripts)
- Script: name of the Script
- Trigger: description of the situation that causes a contact to receive this Script
- Sent: the total number of contacts who received this Script
- Duration: the amount of time before the Script expires
Clicking to Download Report allows you to download a CSV of the contacts and their engagement with the Script, including their responses to questions. You can choose to download the results for All time or for a particular date range:
Introduction to Unknown Contacts
Some partners have a "closed bot", meaning that only phone numbers provided by the partner (such as through an upload or integration) are permitted to communicate with the bot. Other partners have an "open bot", which allows unknown numbers to message the bot. See Open vs. Closed Bots for more information.
If your institution account is configured as an open bot, visit the SMS / Text Messaging Settings to configure the intro. This can be a simple default message, a custom Script, or be disabled (in which case, the bot would respond to the incoming message as normal).
Custom Web Introduction
For partners using Mainstay's Web-chat, this report provides details on engagement with the primary web-chat embed. Visit Web-chat Settings to select the Web-chat intro Script.
For partners using the Mainstay API to create contacts, it is possible to trigger an intro Script to send immediately upon the contact's creation with the send_intro_campaign: true flag. To determine which Script Mainstay should send, navigate to the SMS / Text Messaging Settings. Visit Mainstay API: Create & Intro Contacts for more information.
Downloading Reports for Previous Scripts
These reports are only available for the currently selected Script for each trigger. In other words, if you previously used Script A as your Web-chat intro script but now you're using Script B, the report is only aggregating responses to Script B.
To pull a report for a previous script version, navigate to the corresponding trigger (the SMS / Text Messaging Settings, Web-chat Settings, or Introduction to API created contacts) and temporarily change it back to Script A. Download the report, and then make the change back to Script B.