Marketing Cloud Mobile Studio

Transcription

1 Salesforce, Winter Last updated: January 16, 2019

2 Copyright salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

3 CONTENTS Marketing Cloud Mobile Studio GroupConnect MobileConnect MobilePush Index

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5 MARKETING CLOUD MOBILE STUDIO Reach customers on any mobile device with personalized mobile messaging. GroupConnect Use GroupConnect to send messages to contacts via messaging apps. Currently, GroupConnect supports the LINE mobile messaging app. Use GroupConnect to create and send messages, manage contact subscriptions, and review messaging activities. MobileConnect Create, send, receive, and track SMS and MMS text messages using MobileConnect. Send alerts and transactional messages to subscribers using templates and a drag-and-drop interface. Automatically respond to incoming messages, manage keywords, and many other tasks. MobilePush Marketing Cloud MobilePush lets you create and send notifications to encourage use of your app. GroupConnect Use GroupConnect to send messages to contacts via messaging apps. Currently, GroupConnect supports the LINE mobile messaging app. Use GroupConnect to create and send messages, manage contact subscriptions, and review messaging activities. Get Started GroupConnect uses the messaging app, such as LINE, provisioned for your account. There is no additional setup. Get Started GroupConnect uses the messaging app, such as LINE, provisioned for your account. There is no additional setup. 1. In Contact Builder, create the data structure to store the data used to personalize and manage messaging with your contacts. a. Create data extensions to store the data. Include attributes to use in your messaging. b. Use Data Designer to establish attribute groups between the contact record and data extensions. Use these relationships to access data from other sources, such as behavior-driven events, to help personalize or target your messages 2. In GroupConnect, create and send a message on page 4. Add and Manage Contacts Use the Contacts feature in GroupConnect to view and interact with GroupConnect-related contact information for a contact. Use the contact information made available by Contacts to GroupConnect to better segment and target the correct audience for your messaging. Contact Builder, an app external to GroupConnect, gives you greater control over the contact information available to GroupConnect. Use Contact Builder to determine which information GroupConnect can access and to manage the data relationships among your attribute groups and data extensions. The Contacts feature uses system tables to store this information: the GroupConnect LINE Demographics table and the GroupConnect LINE Subscriptions table. The system tables also contain an automatically incremented identity column used for the primary key. Add 1

6 Add and Manage Contacts more attributes for your contacts to include custom information for sending messages. The information in the system tables cannot be queried or exported. While contacts created for use with GroupConnect exist within the Contact Builder framework, you cannot directly link or merge a GroupConnect subscription into a pre-existing contact record. Consider connecting your contacts across channels to create a cross-channel experience. For example, to connect a contact in GroupConnect with a contact in Studio, use campaign or web sign-in strategies to join the IDs. Then create a cross-channel user by updating data extensions containing your Contact records. Ensure that all the attribute information you need for personalizing GroupConnect messages exists for the correct contact before attempting to send messages. Add Contacts Users must opt in through the messaging app to receive messages via GroupConnect. When the user opts in, the messaging app makes the contact key for that user available in Contacts. You can prompt the subscriber to provide more information for the contact record. Use the contact key value to identify contacts within your account. SEE ALSO: Contact Builder Prompt a Contact to Follow Your Account Prompt a Contact to Follow Your Account Steps to prompt a contact to follow your account and send attribute information using the Follow template in GroupConnect. You can use only one active follow message per account. To use another follow message, inactivate the current follow message. Any user who follows your account sees these messages. Include this content when you edit your messages by clicking Add Content: Text + Emoji: Includes all characters specified by the UTF-8 standard. The LINE app allows up to 1024 characters per message. Media: Includes images stored in your portfolio. The LINE app allows JPEG images up to 200 KB. Rich Message: Includes a combination of images and URLs and text for mobile devices that do not support rich messages. Use AMPscript to customize links. Sticker: Includes images provided by the messaging app. Dynamic Image: Includes a message pulled from a data extension via AMPscript or a URL. This feature allows you to include images in your message based on contact attributes. Dynamic Image allows a maximum image size of 1024 by 1024 pixels in JPEG format. The preview allows a maximum image size of 240 by 240 pixels in JPEG format. Note: When you create a data extension to use with this message, set all fields to not require values. Multiple required fields cause an error in saving records. 1. Enter a name for the message. 2. Select the account. 3. Edit the follow confirmation message. This message lets subscribers know that they subscribed successfully. 4. Select the attribute to capture. 5. Edit the message used to capture the attribute. 6. Edit the error message to display if there is an issue capturing the attribute. 7. Select additional attributes to capture. 2

7 Add and Manage Contacts 8. Edit the attribute capture confirmation message. 9. Move to the next page. 10. Review and activate the message. Note: If a contact responds with a sticker instead of with text, the message pauses until it receives a text response or the message conversation times out. Because emojis use standard text characters interpreted by browsers and programs, GroupConnect stores these values as a valid response. You can filter on emoji values as part of your messaging activities. Create a Filtered List of Contacts Use a filtered list in GroupConnect to send messages to a specific audience based on their demographics. A filtered list includes contacts filtered on their demographic or interest data, such as zip code, income, products purchased, or birth date. You can also use filtered lists as suppression lists to exclude a specific audience from messages. 1. In GroupConnect, click Contacts. 2. Click Lists. 3. Create the list. 4. Navigate to an attribute within the attributes folders. 5. Drag the attribute into the filter section. 6. Set the filter operator and value. For example, enter ZIP Code equals to target subscribers from a section of Indianapolis. 7. Repeat for any additional attributes to add to the filter. 8. Click the AND drop-down to switch between AND and OR for the attributes within the filter. AND indicates that contacts must meet all the conditions for the filtered list. OR indicates that contacts must meet any one of the conditions. 9. Drag attributes to rearrange. Click the rectangles next to those attributes to set up AND or OR values for those attributes within the larger AND or OR value. 10. Click Save & Build. 11. Enter a name for the list. 12. Select the format for the list. 13. Save the list. Manage Filtered Lists In GroupConnect, edit a filtered list, refresh contacts, duplicate, and delete. 1. In GroupConnect, click Contacts. 2. Click Lists. 3. Select a filtered list to manage. Edit Filters Edit your filters in GroupConnect to create a filtered list of contacts. 1. Navigate to Contacts in GroupConnect and select the list to manage. 2. Click Edit. 3. To add attributes, drag them from Attributes folders into the Filter. 3

8 Create Messages 4. To delete an attribute, hover over it and click the trash can icon. 5. To edit an attribute, hover over it and click the pencil icon. 6. Click AND or OR to change how the attributes behave in the list. 7. Click Save & Refresh. Duplicate a List After you duplicate a filtered list in GroupConnect, you can change the name and other aspects of the copy. Contacts automatically appends the name of the copy with Copy####. 1. Navigate to Contacts in GroupConnect and select the list to manage. 2. Click Copy List. 3. Edit the copy. Delete a List Follow these steps to delete a list in GroupConnect. Note: Make sure that no automations use the list before you delete the list. Otherwise, the automation fails to send. 1. Navigate to Contacts in GroupConnect and select the list to manage. 2. Click Delete List. 3. Confirm the deletion. Refresh Contacts Manually refresh your filtered list of contacts in GroupConnect. Refresh adds or removes recently imported contacts. 1. Navigate to Contacts in GroupConnect and select the list to manage. 2. Click Refresh. Create Messages Create three different types of messages in GroupConnect. 1. Follow message: Welcome new contacts and request attribute information. 2. Outbound message: Send a message, such as a promotion, alert, or rich media message, to a contact. 3. Response message: Respond automatically to a message sent by a contact, using either a targeted or random message. Download templates and images to help create rich messages for LINE in GroupConnect. Dynamically Add Emoji to a Message To add an emoji dynamically in GroupConnect, use AMPscript. The condition determines which emoji is included in the message. Refer to the Emoji Values table in this document for a list of values. 4

9 Create Messages Use AMPscript AMPscript requires the use of escaped Unicode characters. This example AMPscript block places the escaped Unicode value into a variable that you can use to insert the correct emoji into a GroupConnect message. Include these values in AMPscript to substitute different emojis depending on how you assign the values. %%[ = '\udbc0\udc78' = '<INSERT A STRING OR LOOKUP() FOR MESSAGE TEXT> {emoji001}' = REPLACE(@value,'{emoji001}',@emoji_001) ]%% %%=v(@value)=%% Emoji Values Emoji Name Escaped Unicode Value emoji_001 \udbc0\udc78 emoji_002 \udbc0\udc79 emoji_003 \udbc0\udc7a emoji_004 \udbc0\udc7b emoji_005 \udbc0\udc7c 5

10 Create Messages Emoji Name Escaped Unicode Value emoji_006 \udbc0\udc7d emoji_007 \udbc0\udc7e emoji_008 \udbc0\udc8c emoji_009 \udbc0\udc8d emoji_010 \udbc0\udc8e emoji_011 \udbc0\udc8f emoji_012 \udbc0\udc90 emoji_013 \udbc0\udc91 6

11 Create Messages Emoji Name Escaped Unicode Value emoji_014 \udbc0\udc92 emoji_015 \udbc0\udc93 emoji_016 \udbc0\udc94 emoji_017 \udbc0\udc95 emoji_018 \udbc0\udc7f emoji_019 \udbc0\udc80 emoji_020 \udbc0\udc81 7

12 Create Messages Emoji Name Escaped Unicode Value emoji_021 \udbc0\udc82 emoji_022 \udbc0\udc83 emoji_023 \udbc0\udc96 emoji_024 \udbc0\udc97 emoji_025 \udbc0\udc98 emoji_026 \udbc0\udc99 emoji_027 \udbc0\udc9a 8

13 Create Messages Emoji Name Escaped Unicode Value emoji_028 \udbc0\udc9b emoji_029 \udbc0\udc9c emoji_030 \udbc0\udc9d emoji_031 \udbc0\udc9e emoji_032 \udbc0\udc84 emoji_033 \udbc0\udc85 emoji_034 \udbc0\udc86 9

14 Create Messages Emoji Name Escaped Unicode Value emoji_035 \udbc0\udc87 emoji_036 \udbc0\udc88 emoji_037 \udbc0\udc89 emoji_038 \udbc0\udc8a emoji_039 \udbc0\udc8b emoji_040 \udbc0\udc9f emoji_041 \udbc0\udc01 10

15 Create Messages Emoji Name Escaped Unicode Value emoji_042 \udbc0\udc02 emoji_043 \udbc0\udc03 emoji_044 \udbc0\udc04 emoji_045 \udbc0\udc05 emoji_046 \udbc0\udc06 emoji_047 \udbc0\udc07 emoji_048 \udbc0\udc08 11

16 Create Messages Emoji Name Escaped Unicode Value emoji_049 \udbc0\udc09 emoji_050 \udbc0\udc0a emoji_051 \udbc0\udc0b emoji_052 \udbc0\udc0c emoji_053 \udbc0\udc0d emoji_054 \udbc0\udc0e emoji_055 \udbc0\udc0f 12

17 Create Messages Emoji Name Escaped Unicode Value emoji_056 \udbc0\udc10 emoji_057 \udbc0\udc11 emoji_058 \udbc0\udc12 emoji_059 \udbc0\udc13 emoji_060 \udbc0\udc14 emoji_061 \udbc0\udc15 emoji_062 \udbc0\udc16 13

18 Create Messages Emoji Name Escaped Unicode Value emoji_063 \udbc0\udc17 emoji_064 \udbc0\udc18 emoji_065 \udbc0\udc19 emoji_066 \udbc0\udc1a emoji_067 \udbc0\udc1b emoji_068 \udbc0\udc1c emoji_069 \udbc0\udc1d 14

19 Create Messages Emoji Name Escaped Unicode Value emoji_070 \udbc0\udc1e emoji_071 \udbc0\udc1f emoji_072 \udbc0\udc20 emoji_073 \udbc0\udc21 emoji_074 \udbc0\udc22 emoji_075 \udbc0\udc23 emoji_076 \udbc0\udc5d 15

20 Create Messages Emoji Name Escaped Unicode Value emoji_077 \udbc0\udc5f emoji_078 \udbc0\udc5e emoji_079 \udbc0\udca0 emoji_080 \udbc0\udca1 emoji_081 \udbc0\udc24 emoji_082 \udbc0\udca2 emoji_083 \udbc0\udca3 16

21 Create Messages Emoji Name Escaped Unicode Value emoji_084 \udbc0\udca4 emoji_085 \udbc0\udca5 emoji_086 \udbc0\udca6 emoji_087 \udbc0\udca7 emoji_088 \udbc0\udc26 emoji_089 \udbc0\udc27 emoji_090 \udbc0\udc29 17

22 Create Messages Emoji Name Escaped Unicode Value emoji_091 \udbc0\udc2a emoji_092 \udbc0\udc2b emoji_093 \udbc0\udc2c emoji_094 \udbc0\udc2d emoji_095 \udbc0\udc2e emoji_096 \udbc0\udc2f emoji_097 \udbc0\udc3a 18

23 Create Messages Emoji Name Escaped Unicode Value emoji_098 \udbc0\udca8 emoji_099 \udbc0\udca9 emoji_100 \udbc0\udcaa emoji_101 \udbc0\udcab emoji_102 \udbc0\udcac emoji_103 \udbc0\udc33 emoji_104 \udbc0\udcad 19

24 Create Messages Emoji Name Escaped Unicode Value emoji_105 \udbc0\udc30 emoji_106 \udbc0\udc31 emoji_107 \udbc0\udc32 emoji_108 \udbc0\udcae emoji_109 \udbc0\udc35 emoji_110 \udbc0\udc36 emoji_111 \udbc0\udc39 20

25 Create Messages Emoji Name Escaped Unicode Value emoji_112 \udbc0\udc37 emoji_113 \udbc0\udc38 emoji_114 \udbc0\udcaf emoji_115 \udbc0\udcb0 emoji_116 \udbc0\udcb1 emoji_117 \udbc0\udcb2 emoji_118 \udbc0\udcb3 21

26 Create Messages Emoji Name Escaped Unicode Value emoji_119 \udbc0\udc3b emoji_120 \udbc0\udc3c emoji_121 \udbc0\udc3d emoji_122 \udbc0\udcb4 emoji_123 \udbc0\udc40 emoji_124 \udbc0\udc41 emoji_125 \udbc0\udc42 22

27 Create Messages Emoji Name Escaped Unicode Value emoji_126 \udbc0\udc43 emoji_127 \udbc0\udc44 emoji_128 \udbc0\udc45 emoji_129 \udbc0\udcb5 emoji_130 \udbc0\udc47 emoji_131 \udbc0\udc49 emoji_132 \udbc0\udc4a 23

28 Create Messages Emoji Name Escaped Unicode Value emoji_133 \udbc0\udc4b emoji_134 \udbc0\udc4c emoji_135 \udbc0\udc4d emoji_136 \udbc0\udc4e emoji_137 \udbc0\udc4f emoji_138 \udbc0\udc50 emoji_139 \udbc0\udc51 24

29 Create Messages Emoji Name Escaped Unicode Value emoji_140 \udbc0\udc53 emoji_141 \udbc0\udc54 emoji_142 \udbc0\udc55 emoji_143 \udbc0\udc56 emoji_144 \udbc0\udcb6 emoji_145 \udbc0\udc57 emoji_146 \udbc0\udc58 25

30 Create Messages Emoji Name Escaped Unicode Value emoji_147 \udbc0\udc59 emoji_148 \udbc0\udcb7 emoji_149 \udbc0\udc5b emoji_150 \udbc0\udc5c emoji_151 \udbc0\udc60 emoji_152 \udbc0\udc61 emoji_153 \udbc0\udc62 26

31 Create Messages Emoji Name Escaped Unicode Value emoji_154 \udbc0\udcb8 emoji_155 \udbc0\udcb9 emoji_156 \udbc0\udc64 emoji_157 \udbc0\udc65 emoji_158 \udbc0\udc66 emoji_159 \udbc0\udc67 emoji_160 \udbc0\udc68 27

32 Create Messages Emoji Name Escaped Unicode Value emoji_161 \udbc0\udc69 emoji_162 \udbc0\udc6a emoji_163 \udbc0\udc6b emoji_164 \udbc0\udc6c emoji_165 \udbc0\udc6d emoji_166 \udbc0\udc6e emoji_167 \udbc0\udc6f 28

33 Create Messages Emoji Name Escaped Unicode Value emoji_168 \udbc0\udc70 emoji_169 \udbc0\udc71 emoji_170 \udbc0\udc72 emoji_171 \udbc0\udc73 emoji_172 \udbc0\udc74 emoji_173 \udbc0\udc75 emoji_174 \udbc0\udc76 29

34 Create Messages Emoji Name Escaped Unicode Value emoji_175 \udbc0\udc77 Send a Message to a Contact Use the Outbound message template in GroupConnect to send a message to a contact. Include this content when you edit your messages by clicking Add Content: Text + Emoji: Includes all characters specified by the UTF-8 standard. The LINE app allows up to 1024 characters per message. Media: Includes images stored in your portfolio. The LINE app allows JPEG images up to 200 KB. Rich Message: Includes a combination of images and URLs and text for mobile devices that do not support rich messages. Use AMPscript to customize links. Sticker: Includes images provided by the messaging app. Dynamic Image: Includes a message pulled from a data extension via AMPscript or a URL. This feature allows you to include images in your message based on contact attributes. The maximum size for the image used in the message is 1024 by 1024 pixels and must be JPEG. The maximum size for the image used in the preview is 240 by 240 pixels and must be JPEG. 1. Enter a name for the message. 2. Select the account. 3. Select the send method. 4. Select and enter the content for the message. 5. Move to the next page. 6. Select the contacts to send the message to. 7. Move to the next page. 8. Send or schedule the message. Respond Automatically to Messages Use the Response message template in GroupConnect to create an automatic response message for incoming messages from your contacts. Use the Response message template to create an automatic response message for incoming messages from your contacts. Set a fixed response based on rules you assign in the template. You can define up to 50 responses. As soon as GroupConnect identifies a keyword in the incoming message that matches a keyword in one of the responses, that response is triggered. GroupConnect does not continue to look for matches in the rest of the possible response messages. 30

35 Manage Messages Include this content when you edit your messages by clicking Add Content: Text + Emoji: Includes all characters specified by the UTF-8 standard. The LINE app allows up to 1024 characters per message. Media: Includes images stored in your portfolio. The LINE app allows JPEG images up to 200 KB. Rich Message: Includes a combination of images and URLs, as well as text for mobile devices that do not support rich messages. Use AMPscript to customize links. Sticker: Includes images provided by the messaging app. Dynamic Image: Includes a message pulled from a data extension via AMPscript or a URL. This feature allows you to include images in your message based on contact attributes. The maximum size for the image used in the message is 1024 by 1024 pixels and must be JPEG. The maximum size for the image used in the preview is 240 by 240 pixels and must be JPEG. 1. Enter a name for the message. 2. Select the account. 3. Set the rules for when the message is sent. Tip: Set more specific rules higher in priority than general rules because GroupConnect sends the response associated with the first rule that matches an inbound message. 4. Add the response message for each rule. 5. Edit the error message. 6. Move to the next page. 7. Review and activate the message. Manage Messages Review an outbound message's activity, learn about how GroupConnect stores opt-ins and opt-outs, and run GroupConnect reports. Review Outbound Message Activity After you send, schedule, or activate an outbound message in GroupConnect, review information about that message's activity. 1. On the Overview screen, click the name of the outbound message. 2. Review the message s activity. Opt-ins and Opt-outs GroupConnect recognizes opt-ins and opt-outs based on information from the messaging app. The app provides user information when the opt-in initially takes place, and GroupConnect stores that information in the contact record. If a contact opts out of receiving further information, the messaging app relays that opt-out to GroupConnect and deletes any applicable information from the contact record. GroupConnect Reports Two GroupConnect reports are available under Analytics Builder in Marketing Cloud. Navigate to Analytics Builder and select Reports to run them. GroupConnect LINE Outbound Message Report: Displays a summary of outbound messages sent to LINE followers within a specified date range. 31

36 MobileConnect GroupConnect LINE Triggered Sends Summary Report: Displays a summary of follow and response messages sent to users within a specified date range. SEE ALSO: Create a Standard Report GroupConnect LINE Outbound Message GroupConnect LINE Triggered Sends Summary MobileConnect Create, send, receive, and track SMS and MMS text messages using MobileConnect. Send alerts and transactional messages to subscribers using templates and a drag-and-drop interface. Automatically respond to incoming messages, manage keywords, and many other tasks. Note: This documentation refers to the MobileConnect app in Marketing Cloud. Refer to the SMS Interactions documentation for information about SMS functionality in Studio. Important: SMS Interactions is scheduled for retirement in Salesforce Marketing Cloud Studio as of September 30, Get Started in MobileConnect A list of essential tasks to help you get started using MobileConnect. Account Administration Admins can access the send blackout, from name, headers and footers, subscription information, keywords, short and long codes, and other account-level settings in the Administration section of Marketing Cloud MobileConnect. Import and Manage Contacts Use the Contacts feature in Marketing Cloud MobileConnect to view and interact with MobileConnect-related contact information for a person or contact. Create Messages Create a message using one of the templates in MobileConnect. Manage Messages Review message activity in MobileConnect to determine which contacts received your message, where any errors occurred, and what changes to make to improve the effectiveness of your campaigns. Message activity includes a summary of successful sends, sends with errors, and other information. Get Started in MobileConnect A list of essential tasks to help you get started using MobileConnect. 1. Prepare a list of contacts: Prepare a list of contacts in a.csv file with at least these fields: the mobile number, the two-letter country code, and the unique contact key, which is usually the mobile number. You can also include first name, last name, and any other fields you need. 2. Import contacts: Import the.csv file into MobileConnect. If you want to group the contacts, you can create a list when you import, or you can import into all contacts without creating a list. 3. Create HELP keywords: Every MobileConnect account must have a HELP keyword so that people sending to or receiving messages from the account can request assistance. An admin must create the HELP keywords. 32

37 Account Administration 4. Review default STOP keywords: MobileConnect recognizes these keywords as immediate requests for global unsubscription: STOP, QUIT, CANCEL, END, UNSUBSCRIBE. An admin can also create custom STOP keywords. 5. Create a new keyword for your message: A keyword for a message is the indicator used to conduct SMS and MMS exchanges between your account and mobile devices. 6. Create and send a message: To create and send your message, select one of the message templates. SEE ALSO: Create Messages Manage Messages Import and Manage Contacts Use Cases Message Content Considerations Account Administration Admins can access the send blackout, from name, headers and footers, subscription information, keywords, short and long codes, and other account-level settings in the Administration section of Marketing Cloud MobileConnect. Note: As a Salesforce Marketing Cloud customer, you agree to comply with applicable laws in using the Salesforce Marketing Cloud services, and to allow recipients of your commercial messages to unsubscribe from future communications. If you change the Sender ID to something other than a telephone number (for example, by replacing a telephone number in the From Name field with the name of your company), the recipient of your message will not be able to reply to the message with an opt-out term like STOP or HELP, so you may need to provide opt-out capability through a different method (such as by providing instructions for unsubscribing in the text of the message). If you need account-specific help or to have a feature enabled, contact your account representative. From Names Set a personalized word instead of a code to send from in Marketing Cloud MobileConnect. Stored Headers and Footers Use stored headers and footers to ensure consistency across messages sent from your account in Marketing Cloud MobileConnect. Send Blackouts Set a period during which your MobileConnect account will not send outgoing messages. This feature prevents you from scheduling sends or beginning an immediate send during a specified send blackout period. Use this feature to prevent subscribers from receiving messages at inopportune times, such as when they are asleep. Keywords and Codes Use codes and keywords to conduct SMS and MMS sends in MobileConnect. HELP Keywords HELP keywords allow people sending messages to or receiving messages from the account to request assistance in MobileConnect. For an example response to a HELP keyword, text HELP to STOP Keywords Every Marketing Cloud MobileConnect account must have a STOP keyword so that people sending messages to or receiving messages from the account can unsubscribe. To see an example of a response to a STOP keyword, text STOP to Bounced Messages and Held Numbers MobileConnect logs a message send as a bounce when it receives a report from the aggregator that the message send failed. 33

38 Account Administration Automatic Opt-outs Marketing Cloud runs a daily automation that attempts to change all SMS and MMS subscriptions from Opted-In to Opted-Out for mobile numbers included in a carrier deactivation file in MobileConnect. From Names Set a personalized word instead of a code to send from in Marketing Cloud MobileConnect. Note: From Names are not available for accounts in the United States, Canada, or Brazil. See the table for a complete list. You can use a personalized word, called a From Name, in place of a long code. For example, if you use BRAND1 in place of your long code, recipients see BRAND1 instead of the long code that the message was sent from. Note: Non-GSM characters are not supported in From Names. Only use From Names for one-way outbound communication, such as alerts, updates, and notifications. Because there is no long code, recipients cannot respond to messages sent via From Name. To receive a response, set up a separate short code and include that number in the message. To respond, the recipient manually sends a response to the short code that was included in the message. Once configured, all outbound messages sent from your account use the From Name. Outbound messages include both triggered sends and keyword responses. You can also set From Names at the level of a long code or a message. Code- or message-level from names override account-level from names. You can also set different from names for the business units within an Enterprise 2.0 account. Contact your account representative to enable From Names for your account. Character restrictions for From Names vary by location. Note: On ios devices, From Names display without spaces, and two-character From Names are not supported. From Names are not available in these countries and locations: Argentina Armenia Azerbaijan Belgium Benin Brazil Brunei Cameroon Canada Chad Chile China Colombia Costa Rica Cuba Dominican Republic Ecuador Finland French Guiana Ghana 34

39 Account Administration Hungary Iraq Japan Jordan Kazakhstan Kiribati Kuwait Libya Macedonia Madagascar Malaysia Mali Martinique Mexico Moldova Monaco New Zealand Pakistan Paraguay Peru Réunion South Africa South Korea South Sudan Syria Taiwan Tanzania Trinidad & Tobago Tunisia United States Uruguay Venezuela Zambia Set the Account-Level From Name Set the account-level from name in MobileConnect. Set the Account-Level From Name Set the account-level from name in MobileConnect. 35

40 Account Administration Note: If you change the from name for your account during a campaign, this affects your interactions and tracking information calculations. Ensure that you have no active, ongoing campaigns running in your account before changing the from name. 1. In Administration, click Edit next to From Name. 2. Enter the name. Note: The maximum is 11 characters, including information from personalization strings. MobileConnect truncates any from name longer than 11 characters. 3. Save the name. Stored Headers and Footers Use stored headers and footers to ensure consistency across messages sent from your account in Marketing Cloud MobileConnect. Use them to insert standardized and reusable content, such as branding or legal text, into your messages. Headers are inserted at the beginning of your outgoing messages. Footers are inserted at the end. You can create up to three headers and three footers. Choose which header and footer to include when you create the message. Set Stored Headers and Footers To set stored headers and footers, edit them under Administration in MobileConnect. Edit Stored Headers and Footers To edit stored headers and footers, navigate to Administration in MobileConnect. Delete Stored Headers and Footers To delete stored headers and footers, go to Administration and edit them in MobileConnect. Set Stored Headers and Footers To set stored headers and footers, edit them under Administration in MobileConnect. 1. In Administration, click Edit next to Headers or Footers. 2. Click Add New. 3. Enter the header or footer text. 4. Save the header or footer. Edit Stored Headers and Footers To edit stored headers and footers, navigate to Administration in MobileConnect. 1. In Administration, click Edit next to Headers or Footers. 2. Edit the header or footer text. 3. Save the header or footer. Delete Stored Headers and Footers To delete stored headers and footers, go to Administration and edit them in MobileConnect. 1. In Administration, click Edit next to Headers or Footers. 2. Click next to the header or footer to delete. 36

41 Account Administration 3. Save. Send Blackouts Set a period during which your MobileConnect account will not send outgoing messages. This feature prevents you from scheduling sends or beginning an immediate send during a specified send blackout period. Use this feature to prevent subscribers from receiving messages at inopportune times, such as when they are asleep. MobileConnect prevents you from sending immediately during the send blackout, based on the time zone set for your account within the Marketing Cloud. MobileConnect also prevents you from scheduling a send that starts during the send blackout in any time zone. Sends do not pause at the send blackout. For example, if your send starts at 9 PM and takes two hours, and your send blackout starts at 10 PM, the send continues until 11 PM, into the send blackout time period. Any send blackout time specified in the MobileConnect app does not affect sends conducted using MobileConnect API calls. Specify blackout times separately on the API call for your message. Any messages triggered during an API send blackout window occur once the send blackout period elapses. Note: Set the Send Blackout in MobileConnect and not in Journey Builder. Note: In Journey Builder, a send blackout window completely prevents messages from sending. Messages don t queue for sending at later time. Set a Send Blackout Set the send blackout under Administration in MobileConnect. Edit a Send Blackout Edit the send blackout under Administration in Marketing Cloud MobileConnect. You can enable or disable the blackout or change the times. Set a Send Blackout Set the send blackout under Administration in MobileConnect. After you set the send blackout, it displays in the Send Blackout section of the Administration tab. Note: In Journey Builder, a send blackout window completely prevents messages from sending. Messages don t queue for sending at later time. 1. In Administration, click Set Blackout Window. 2. Change the status to Enabled. 3. Set the beginning and end of the send blackout. 4. Save the send blackout. SEE ALSO: MobileConnect API Edit a Send Blackout Edit the send blackout under Administration in Marketing Cloud MobileConnect. You can enable or disable the blackout or change the times. 1. In Administration, click Edit in the Send Blackout section. 37

42 Account Administration 2. Change the status of the send blackout, if necessary. 3. Edit the time of the send blackout, if necessary. 4. Save the send blackout. Keywords and Codes Use codes and keywords to conduct SMS and MMS sends in MobileConnect. Note: Keywords created at a business unit level, whether parent or child, remain available only to that business unit. Use a short code to send and receive SMS messages within the United States; use a short or long code in other countries. Short codes are specific to a country, but you can use long codes to reach multiple countries, depending on the region. Use a keyword as the indicator to conduct SMS and MMS message exchanges between your account and mobile devices. MobileConnect recognizes the content occurring before the first space of an inbound SMS or MMS messages as the keyword. For example, MobileConnect recognizes ADD as the keyword in the incoming SMS message: Add me to the list. Non-GSM keywords can be used in MobileConnect messages. For example, 중지 is Korean for STOP and is a common keyword for marketers using the Korean language. Support for non-gsm keywords depends individual carriers and varies from country to country. MobileConnect cannot guarantee that all carriers in a market support all types of non-gsm keywords. Note: This feature is not available for U.S. short codes. View or Delete Keywords To view or delete a keyword, navigate to Administration in MobileConnect. Create a Keyword Create a new keyword between two and 25 characters long under Administration in MobileConnect. Change Enabled Countries Change the countries in which the short or long code is enabled in MobileConnect. Create Custom Code Error Messages Create a custom error message in place of the standard messages in MobileConnect. View or Delete Keywords To view or delete a keyword, navigate to Administration in MobileConnect. 1. In Administration, click a short or long code to view its keywords. 2. To delete a keyword, click. Create a Keyword Create a new keyword between two and 25 characters long under Administration in MobileConnect. Keywords are not case-sensitive and must follow these criteria: Minimum of two characters Maximum of 25 characters Only characters from the GSM 3.38 character set 1. In Administration, click a short or long code. 38

43 Account Administration 2. Enter a keyword in Create Keyword. Note: MobileConnect displays the availability of the keyword. An unavailable keyword becomes available later. 3. Create the keyword. Change Enabled Countries Change the countries in which the short or long code is enabled in MobileConnect. You can change the countries in which the short or long code is enabled. If a country is not selectable, contact your account representative to purchase. Note: If you change the countries that your account can send messages to during a campaign, the change can disable interactions with recipients in those countries. Ensure that you have no active, ongoing campaigns running in your account before changing the enabled countries. 1. In Administration, select a short or long code. 2. Click Edit next to Countries. 3. To enable or deselect the countries to disable, select the countries. 4. Save your choices. Create Custom Code Error Messages Create a custom error message in place of the standard messages in MobileConnect. Create a custom code error message for a specific short or long code. The custom message takes the place of the standard error messages provided. 1. In Administration, select the short or long code. 2. Click Edit Error Messages. 3. Enter the messages. 4. Save the messages. HELP Keywords HELP keywords allow people sending messages to or receiving messages from the account to request assistance in MobileConnect. For an example response to a HELP keyword, text HELP to Note: HELP or STOP keywords created in Enterprise 2.0 top-level accounts apply to all business units within an organization using the same short or long code and satisfy regulatory compliance requirements. Every MobileConnect account must include a HELP keyword so that people sending messages to or receiving messages from the account can request assistance. You can implement multiple HELP keywords. For example, create HELP keywords in multiple languages. Create as many HELP keywords necessary to handle all your needs. HELP Keyword Response The response to a HELP keyword should include the following things: A description of the program 39

44 Account Administration The sponsor of the program The frequency of the messaging for the program Two methods to reach customer support, such as , toll-free phone number, or website Opt out information via a STOP message Any additional carrier costs, such as message and data rates Text HELP to to see this example. Create a HELP Keyword Create a HELP keyword under Administration and Account HELP. Your account can have multiple HELP keywords. Edit a HELP Keyword Edit an existing HELP keyword under Administration and Account HELP in MobileConnect. Delete a HELP Keyword Delete an existing HELP keyword under Administration and Account HELP in MobileConnect. Create a HELP Keyword Create a HELP keyword under Administration and Account HELP. Your account can have multiple HELP keywords. Note: For a private short or long code, use any keyword, including HELP. For a shared short or long code, use a keyword other than HELP. If the keyword is already in use on that shared short or long code, use another keyword. 1. In Administration, click the short or long code to create a HELP keyword for. 2. Click Create HELP Keyword. If there is an existing HELP keyword, click Edit next to Account HELP. 3. Click Create. 4. Enter the HELP keyword. 5. Enter the name of your company. The company name is for users who must choose from multiple companies on a shared short or long code. 6. Enter the message for users who request assistance. 40

45 Account Administration 7. Save. Edit a HELP Keyword Edit an existing HELP keyword under Administration and Account HELP in MobileConnect. 1. In Administration, click the short or long code. 2. Click Edit next to Account HELP. 3. Click the keyword. 4. Make your changes. 5. Save. Delete a HELP Keyword Delete an existing HELP keyword under Administration and Account HELP in MobileConnect. 1. In Administration, click the short or long code. 2. Click Edit next to Account HELP. 3. Click next to the HELP keyword to delete. 4. Click Delete to confirm. STOP Keywords Every Marketing Cloud MobileConnect account must have a STOP keyword so that people sending messages to or receiving messages from the account can unsubscribe. To see an example of a response to a STOP keyword, text STOP to Note: HELP or STOP keywords created in Enterprise 2.0 top-level accounts apply to all business units within an organization using the same short or long code and satisfy regulatory compliance requirements. You can implement multiple STOP keywords. For example, create STOP keywords in multiple languages. There is no limit on the number of STOP keywords you can use. STOP keywords allow subscribers to unsubscribe from future messages. Include this information in a STOP keyword response: A description of the program The sponsor of the program, which is generally your business's name Confirmation that the user will receive no future messages A method to reach customer support, such as , toll-free phone number, or website 41

46 Account Administration Example: STOP to to see this example. Text Default STOP Keywords MobileConnect automatically recognizes some keywords as STOP keywords: STOP, QUIT, CANCEL, END, and UNSUBSCRIBE. If these words occur before the first space in a message, the user is immediately unsubscribed from all keywords associated with that code. Create a Custom STOP Keyword Create a custom STOP keyword under Administration and Account STOP in MobileConnect. This topic contains important legal information. Edit a Custom STOP Keyword Edit a custom STOP keyword under Administration and Account STOP in MobileConnect. Delete a Custom STOP Keyword Delete a custom STOP keyword under Administration and Account STOP in MobileConnect. Default STOP Keywords MobileConnect automatically recognizes some keywords as STOP keywords: STOP, QUIT, CANCEL, END, and UNSUBSCRIBE. If these words occur before the first space in a message, the user is immediately unsubscribed from all keywords associated with that code. MobileConnect recognizes these keywords as immediate requests for global unsubscription. STOP QUIT CANCEL END UNSUBSCRIBE If users send one of these keywords to a short or long code, they are unsubscribed immediately from all keywords associated with that code. You can use a default or custom response, but the unsubscription occurs automatically. Example: By default, the sender of these example inbound messages is unsubscribed because the content prior to the first space matches an unsubscribe keyword. Stop sending me messages Unsubscribe me 42

47 Account Administration By default, the sender of these inbound messages is not unsubscribed because the content prior to the first space does not match an unsubscribe keyword. Please stop sending me messages I want to unsubscribe Use the Message Detail Report to review inbound messages that did not match any unsubscribe keywords. This report displays the raw content of the inbound messages and the mobile number from which the message originated. Create a Custom STOP Keyword Create a custom STOP keyword under Administration and Account STOP in MobileConnect. This topic contains important legal information. Note: Salesforce Marketing Cloud adds more mandatory text to STOP messages sent from short and long codes based in the United States. This text ensures that STOP messages comply with MMA/CTIA regulations. Short and long codes based outside of the United States do not include this text in STOP messages. STOP messages should not exceed 160 characters to prevent more messages from sending to unsubscribed contacts. If the message includes more than 160 characters, that message splits into two separate sends. The sending of multiple messages does not align with the mobile best practice of acknowledging an unsubscribe request with a single message. Long company names and AMPscript usage could also increase the character count beyond 160 characters. Ensure that you test your STOP messages and make them align with applicable best practices. Note: For a private short or long code, use any keyword, including HELP. For a shared short or long code, use a keyword other than HELP. If the keyword is already in use on that shared short or long code, use another keyword. 1. In Administration, click the short or long code to create a STOP keyword for. 2. Click Create STOP Keyword. If there is an existing STOP keyword, click Edit next to Account STOP. 3. Click Create. 4. Enter the STOP keyword. 5. Enter the message for users who request assistance. 6. Select more options, if necessary. a. Do not send any unsubscribe response by selecting Suppress Response Message. MobileConnect unsubscribes the contact and executes any AMPscript included in the STOP message field. The contact does not receive a message in response to the unsubscribe request. This option is for users outside the United States with a private short or long code. 7. Save. Edit a Custom STOP Keyword Edit a custom STOP keyword under Administration and Account STOP in MobileConnect. 1. In Administration, click the short or long code. 2. Click Edit next to Account STOP. 3. Click the keyword. 4. Make your changes. 5. Save. Delete a Custom STOP Keyword Delete a custom STOP keyword under Administration and Account STOP in MobileConnect. 43

48 Account Administration 1. In Administration, click the short or long code. 2. Click Edit next to Account STOP. 3. Click next to the STOP keyword to delete. 4. Click Delete to confirm. Bounced Messages and Held Numbers MobileConnect logs a message send as a bounce when it receives a report from the aggregator that the message send failed. MobileConnect sends all SMS and MMS messages to an aggregator, which distributes the messages to its mobile networks. Mobile networks include networks maintained by the large wireless providers. The aggregator then notifies MobileConnect when it delivers or fails to deliver a message. MobileConnect logs a message send as a bounce when it receives a report from the aggregator that the message send failed. Bounces can occur for several reasons, such as: An incorrect or out-of-service mobile number An inoperable or powered-down mobile device A mobile device roaming outside of the assigned service area An error between the aggregator and the mobile carrier MobileConnect changes the status of a mobile number to held when two messages bounce more than 30 days apart with no successful message delivery in between. Even if many bounces occur between day one and day 31, the mobile number status is not changed to held until another bounce occurs on day 31 or later. If a message send is successful before day 31, the bounce count resets to zero. MobileConnect does not attempt to deliver a message to a held mobile number until it receives notification that at least one of the previously sent messages delivered successfully. Disable Bounce Logic and Clear Held Numbers On the Administration screen in MobileConnect, you can disable or enable bounce logic, clear subscribers from your held list, and view how many numbers are on the held list. Disabling bounce logic prevents bounced numbers from being added to a held list. Clearing the held list allows you to resume sending to contacts whose numbers bounced twice in more than 30 days. Disable Bounce Logic and Clear Held Numbers On the Administration screen in MobileConnect, you can disable or enable bounce logic, clear subscribers from your held list, and view how many numbers are on the held list. Disabling bounce logic prevents bounced numbers from being added to a held list. Clearing the held list allows you to resume sending to contacts whose numbers bounced twice in more than 30 days. 1. In Administration, click Edit in the Settings section. 2. To disable bounce logic, click Disabled. 3. To clear the held list, select Clear List. 4. Save changes. Automatic Opt-outs Marketing Cloud runs a daily automation that attempts to change all SMS and MMS subscriptions from Opted-In to Opted-Out for mobile numbers included in a carrier deactivation file in MobileConnect. 44

49 Import and Manage Contacts Some US wireless carriers produce a daily carrier deactivation file, which contains phone numbers that were deactivated from their network or ported from one carrier to another. Marketing Cloud runs a daily automation that attempts to change all SMS and MMS subscriptions from Opted-In to Opted-Out for mobile numbers included in a carrier deactivation file. This process applies to US short codes only. Salesforce reserves the right to apply information from carrier deactivation files as described above in its sole discretion, but shall not be liable for any failure to do so. View a list of mobile numbers with subscriptions that were automatically opted out during a selected time period. 1. Go to Reports under Analytics Builder. 2. Click View Catalog. 3. Search for SMS. Note: Make sure that you search for the term SMS instead of filtering. The SMS filter does not show the SMS Deactivation Summary report. 4. Select the SMS Deactivation Summary report. 5. Select a date range, culture code, and time zone. 6. Run the report. Import and Manage Contacts Use the Contacts feature in Marketing Cloud MobileConnect to view and interact with MobileConnect-related contact information for a person or contact. The primary number for a contact is the mobile number that was most recently imported for that contact. Contacts uses a system table to store this information along with an automatically incremented identity column used for the primary key. Add attributes for your contacts to include custom information for sending messages. The information in this system table cannot be queried or exported. Primary Number Outbound messages send only to the primary mobile number and never to any secondary numbers. Outbound messages sent in response to incoming messages do not honor mobile number priority. Instead, they go to the mobile number that sent the message. Note: MobileConnect prevents duplicate sends to a mobile number that is associated with multiple contacts. For example, if four contacts in a list have the same mobile number, MobileConnect delivers only one message to the device. Contact Builder Contact Builder, an app external to MobileConnect, gives you greater control over the contact information available to MobileConnect. Use Contact Builder to determine which information MobileConnect can access and to manage the data relationships among your attribute groups and data extensions. Send a message to the contacts in a data extension created in Contact Builder. Select the data extension to send to when you create a message in MobileConnect. Demographics Table Descriptions of the fields of the demographics table in MobileConnect. Import Contacts to a Standard List or All Contacts You can import contacts to a standard list or into all contacts in MobileConnect. 45

50 Import and Manage Contacts Create Contacts Manually Create MobileConnect contacts manually. Create a Filtered List of Contacts A filtered list is a list of contacts that are filtered based on their demographic or interest data, such as ZIP code, income, products purchased, or birth date. In Marketing Cloud MobileConnect, use a filtered list to send SMS messages to a specific audience, based on their demographics, such as age or gender, or interests. Use a filtered list to create a suppression list to exclude a specific audience from SMS message sends. Manage Filtered Lists Edit filters, refresh contacts, duplicate or delete a list, or export contacts in Marketing Cloud MobileConnect. Manage Standard Lists Under Manage, you can add contacts to a standard list, delete a standard list, and export contacts from a standard list in Marketing Cloud MobileConnect. Original Version of Contacts for MobileConnect This topic contains information about the previous version of Contacts. Upgrade Contacts Upgrading Contacts provides access to functionality that makes it easier to manage contacts across channels. Demographics Table Descriptions of the fields of the demographics table in MobileConnect. The MobileConnect demographics table contains these fields by default. Add more fields for attributes used to customize sends. Mobile Number - Mobile number designated to receive messages. 15 character maximum. Source Object ID - Unique identifier for the process that brought the contact information into Contact Builder. 200 character maximum. Channel - Channel assigned to the subscription. 20 character maximum. City - City where the contact lives. 200 character maximum. State - State where the contact lives. 200 character maximum. Zip Code - ZIP code where the contact lives. 20 character maximum. First Name - Contact s first name. 100 character maximum. Last Name - Contact s last name. 100 character maximum. Import Contacts to a Standard List or All Contacts You can import contacts to a standard list or into all contacts in MobileConnect. Contacts imported into MobileConnect are also imported into the Contacts app. Destinations include all contacts, an existing standard list, or a new standard list created during import. 1. Click Add Contacts. 2. Select the destination for the imported contacts. 3. Select the file to upload. Note: Allow up to 10 minutes for imported information to show in your account. 4. Before uploading, certify whether you have opt-in permission from contacts in the file. 5. Click Next. 46

51 Import and Manage Contacts 6. Allow the upload to complete and then click Next. 7. To subscribe these contacts, select the short or long code and keyword. 8. Click Next. Important: SMS subscriptions are specific to individual short or long codes. Subscriptions are not specific to the account. For example, when a user opts out on one code, that status is not reflected on any other code in the account. When you import mobile numbers to new codes, only include an up-to-date list of mobile numbers from individuals that have given you express permission to send them messages. 9. Map the column headings in the file to the supported MobileConnect columns: a. To match the columns by name, select Map by Header Rows. b. To match the columns by order in the file, select Map by Ordinal. c. To match the columns manually, select Map Manually. 10. Click Next. 11. Review the import mapping. Make sure that the column headings match the data in the columns. Go back and make changes if the import requires further work. 12. Enter your address in the Address field for notification when the import completes. 13. Click Save & Build. Prepare Files for Import Your file must be in a comma-delimited (.csv) format, 20 MB or less, and contain these required fields: _MobileNumber, _Locale, and _ContactKey. Prepare Files for Import Your file must be in a comma-delimited (.csv) format, 20 MB or less, and contain these required fields: _MobileNumber, _Locale, and _ContactKey. All contacts that you include in timezone-based message sends must include a value for UTC Offset and whether the timezone honors Daylight Savings Time. Otherwise, the contact does not receive the send. Review and edit these values in the Contacts feature of MobileConnect or using an import. The mobile number must include the numeric locale code and area code. This locale code applies only to the mobile number itself. Any other field containing locale information must conform to ISO alpha-2 standards. The headers for your columns cannot include spaces before or after the name of the column. Otherwise, the import does not complete. To import a contact as opted out for a short code or specific keyword, add a _Status column and use a value of Unsubscribe. Example: Example CSV File _MobileNumber,_LastName,_ ,_Locale,_ContactKey ,Cruz,Angel,acruz@example.com,US, Create Contacts Manually Create MobileConnect contacts manually. Contacts created in MobileConnect are also created in the Contacts app. 1. Click the arrow next to Add Contacts and select Add Manually. 47

52 Import and Manage Contacts 2. Review and agree to the Opt-In Certification. 3. Enter the contact s mobile number as the Contact Key. 4. Enter a two-character country code for the Locale. 5. To enter a secondary mobile number, change the mobile number field. This field is automatically populated with the Contact Key. 6. Select any additional MobileConnect Demographics fields and enter information for the MobileConnect Demographics attribute group. 7. Save and close, or click the arrow and select Save and Add Another Contact. Create a Filtered List of Contacts A filtered list is a list of contacts that are filtered based on their demographic or interest data, such as ZIP code, income, products purchased, or birth date. In Marketing Cloud MobileConnect, use a filtered list to send SMS messages to a specific audience, based on their demographics, such as age or gender, or interests. Use a filtered list to create a suppression list to exclude a specific audience from SMS message sends. 1. To open Contacts within MobileConnect, click Manage. 2. Click Lists. 3. Click Create List. 4. Select the filtered list method. 5. Select the starting population. The starting population is the list of contacts subscribed to a code and keyword combination. You can also select all contacts. 6. To add MobileConnect attributes, navigate to the MobileConnect Demographics Attributes folders. 7. Drag the MobileConnect attribute into the Filter. 8. Set the filter operator and value. For example, enter ZIP Code equals to target subscribers from a section of Indianapolis. 9. Repeat for any additional attributes to add to the filter. 10. To switch attributes within the filter, click the AND dropdown. AND means that contacts must meet all the conditions to be included in the filtered list. OR means that contacts must meet any one of the conditions. 11. Drag attributes to rearrange. To set up AND or OR values for those attributes within the larger AND or OR value, click the rectangles next to those attributes. 12. Click Save & Build. 13. Enter a name for the list. 14. Select the format for the list. 15. Save the list. Manage Filtered Lists Edit filters, refresh contacts, duplicate or delete a list, or export contacts in Marketing Cloud MobileConnect. 1. To open Contacts within MobileConnect, click Manage. 2. Click Lists. 3. Select a filtered list to manage. 48

53 Import and Manage Contacts Edit Filters Under Manage, you can edit the filters you used to create a filtered list of contacts in Marketing Cloud MobileConnect. Refresh Contacts Manually refresh the filtered list of contacts or set it to automatically refresh in Marketing Cloud MobileConnect. Refreshing adds or removes contacts that were recently imported into your account. Duplicate a Filtered List Make a copy of a filtered list in MobileConnect. Delete a List You can delete filtered or standard lists in Marketing Cloud MobileConnect. If you delete a standard list, the contacts and their information remain in Contacts. Export Contacts from a List Under Manage, you can export contacts from a filtered or standard list in Marketing Cloud MobileConnect. The list exports as a comma-separated values (.csv) file or a tab-separated values (.txt) file. Edit Filters Under Manage, you can edit the filters you used to create a filtered list of contacts in Marketing Cloud MobileConnect. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click Edit. a. To add MobileConnect attributes, drag them from the Attributes folders into the Filter. b. To delete an attribute, hover over it and click the trashcan icon. c. To edit an attribute, hover over it and click the pencil icon. d. To change how the attributes behave in the list, click AND or OR. 3. Click Save & Refresh. Refresh Contacts Manually refresh the filtered list of contacts or set it to automatically refresh in Marketing Cloud MobileConnect. Refreshing adds or removes contacts that were recently imported into your account. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click Refresh. 3. To enable or disable the Auto Refresh option, click Change. a. To refresh the list before any send, click On. b. To refresh the list manually or via an Automation Studio automation, click Off. Duplicate a Filtered List Make a copy of a filtered list in MobileConnect. After you duplicate a filtered list, you can change the name and other aspects of the copy. Contacts automatically appends the name of the copy with Copy####. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click +. 49

54 Import and Manage Contacts 3. Edit the copy. Delete a List You can delete filtered or standard lists in Marketing Cloud MobileConnect. If you delete a standard list, the contacts and their information remain in Contacts. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. To delete the list from your account, click. 3. Confirm the deletion. Export Contacts from a List Under Manage, you can export contacts from a filtered or standard list in Marketing Cloud MobileConnect. The list exports as a comma-separated values (.csv) file or a tab-separated values (.txt) file. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click Export. 3. Edit the name for the file or use the default. 4. Select the file format. 5. Select to include column headers or compress the file. 6. Select to include only the primary number. 7. Select where the file is downloaded. 8. Enter your address in the Address field for notification when the import completes. 9. Export the file. Manage Standard Lists Under Manage, you can add contacts to a standard list, delete a standard list, and export contacts from a standard list in Marketing Cloud MobileConnect. 1. To open Contacts within MobileConnect, click Manage. 2. Click Lists. 3. Select a standard list to manage. Add Contacts Under Manage, you can add contacts to a standard list in MobileConnect. Delete a List You can delete filtered or standard lists in Marketing Cloud MobileConnect. If you delete a standard list, the contacts and their information remain in Contacts. Export Contacts from a List Under Manage, you can export contacts from a filtered or standard list in Marketing Cloud MobileConnect. The list exports as a comma-separated values (.csv) file or a tab-separated values (.txt) file. 50

55 Import and Manage Contacts Add Contacts Under Manage, you can add contacts to a standard list in MobileConnect. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click Add Contacts. 3. Repeat the process for importing contacts to a standard list. Delete a List You can delete filtered or standard lists in Marketing Cloud MobileConnect. If you delete a standard list, the contacts and their information remain in Contacts. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. To delete the list from your account, click. 3. Confirm the deletion. Export Contacts from a List Under Manage, you can export contacts from a filtered or standard list in Marketing Cloud MobileConnect. The list exports as a comma-separated values (.csv) file or a tab-separated values (.txt) file. 1. Navigate to Contacts in MobileConnect and select the list to manage. 2. Click Export. 3. Edit the name for the file or use the default. 4. Select the file format. 5. Select to include column headers or compress the file. 6. Select to include only the primary number. 7. Select where the file is downloaded. 8. Enter your address in the Address field for notification when the import completes. 9. Export the file. Original Version of Contacts for MobileConnect This topic contains information about the previous version of Contacts. Contacts stores information on mobile subscribers for use in your MobileConnect activities. You can use Contacts to manage the following standard information fields about your subscribers. Mobile Number - required field that identifies the preferred mobile number for that contact, such as Locale - required field that identifies the country of origin for that contact, such as US First Name Last Name City State ZIP Code Carrier ID (the name for the mobile carrier used by the contact) 51

56 Import and Manage Contacts UTC Offset (the number of hours from which the user's time zone deviates from UTC) Observe DST (whether the user's time zone observers Daylight Savings Time or not) Status Indicates that contact information can be used as part of a send Active Normal Indicates that contact information cannot be used as part of a send Inactive Unsub Unsubscribe Unsubscribed Indicates that previous message attempts bounced Bounce Bounced Held - Indicates three or more sequential message attempts bounced and the first and last sequential bounces occurred more than 14 days apart Pending - Indicates an active import process for that subscriber's information Contacts only assigns Active, Inactive, and Pending values to the Status field. However, Contacts honors the other available Status values during the import process. Priority (in case the contact uses multiple mobile numbers, the value of the Priority field establishes the order in which to use those mobile numbers) You can also add attributes for your contacts to include custom information you require to send messages. A subscription occurs when a contact opts (via SMS message, web form, or other sign-up method) to receive further messages from you. A contact may subscribe to multiple keywords in the same account. For example, a contact could subscribe to receive notifications about both regular sales offers for physical stores and instant online offers. Each category of information includes its own entries for preferred name, address, and other information about the subscriber. This information can be used within that category but does not necessarily apply to the subscriber when using other categories. For example, a subscriber wants to have their mobile number associated with certain subscriptions and not others. Contacts allows the subscriber to specify how and where they choose to receive certain information. To assign multiple addresses to a single contact (such as an address, a mobile number, and a Twitter handle), you must have the subscriber key feature enabled for your account. Contact your Salesforce Marketing Cloud Relationship Manager for more information on enabling subscriber key for your account. Use the Contacts field to perform the following actions: Add contacts manually Import a list of contacts Manage existing contacts Manage the lists built on your contacts Display the number of opt-ins and percentage of growth over a given time span You can also create an audience of contacts via Audience Builder and conduct sends to those audiences. 52

57 Import and Manage Contacts AMPscript and Contact Attributes You can retrieve the following information on your contacts from the _MobileAddress data extension via AMPscript. For example, this AMPscript retrieves the mobile numbers for all contacts with a value of London from the City column: %%=Lookup("_MobileAddress","MobileNumber","City",London)=%% Use these field names to retrieve information from the _MobileAddress data extension: CarrierID Channel City ContactID CountryCode CreatedBy CreatedDate FirstName IsHonorDST LastName MobileNumber ModifiedBy ModifiedDate Priority Source SourceObjectID State Status UTCOffset ZipCode Upgrade Contacts Upgrading Contacts provides access to functionality that makes it easier to manage contacts across channels. With this upgrade you can: Segment your mobile messages based on your collected contact data to send highly targeted and personalized messages. Implement drag and drop segmentation Increase engagement with your contacts with relative date campaigns,including Birthday and Anniversary campaigns. What Elements of My Account Will Change When Upgrading? Upgrading Contacts provides access to functionality that makes it easier to manage contacts across channels. By upgrading, you receive the following enhancements in your account: Access to Contact Builder Creating and Editing Attributes Drag and Drop Segmentation 53

58 Import and Manage Contacts Updated Contact Management Screens Learn how this changes your contact management process by reviewing Mobile Data Management Enhancements on page 54. How Will This Process Affect My Existing Data? Opting in does not impact your existing contact data, including lists, attributes, and import definitions. In-progress and existing sends remain intact as well. View the Contact Upgrade Frequently Asked Questions on page 55for additional information. How Will I Access New Functionality? Users can opt into new functionality through their MobilePush or MobileConnect application. Salesforce Marketing Cloud enables an opt-in process for all accounts. Only account administrators can opt into the new functionality. Note: Account administrators with E2.0 access can enable functionality for all business units. Mobile Data Management Enhancements You continue to manage contacts within MobileConnect by clicking Manage Contacts. Upgrade FAQs Frequently asked questions about upgrading contacts for MobileConnect. Prepare Lists and Contacts for Upgrade This document contains conceptual and procedural information about steps to perform within your account to move contact information from the previous version to the new version using Contact Builder. Mobile Data Management Enhancements You continue to manage contacts within MobileConnect by clicking Manage Contacts. Contact Management You continue to manage contacts within MobileConnect by clicking Manage Contacts. You can view subscriptions across all channels and view key details, including the following details: Address Mobile Number Device ID List Management You continue to manage lists within MobileConnect by clicking Manage Contacts and selecting the Lists tab. This tab provides access to information on the list including subscriber count, type, and status. You continue to create lists within MobileConnect. You can click Create New List on the Lists tab to create a new list. The updated list view allows users to build lists using data from any source stored within the Salesforce Marketing Cloud. By dragging and dropping attributes onto the canvas, you can build lists using Boolean logic. Review Data Designer for more information about setting up more data sources for use in MobileConnect. Review Uses Cases for new use cases that can be accomplished with cross-channel segmentation. 54

59 Import and Manage Contacts Attribute Management You no longer create attributes within MobileConnect. By taking advantage of mobile data management enhancements, you access Contact Builder to manage all data, including attributes across channels. Create and manage attributes within Contact Builder. Upgrade FAQs Frequently asked questions about upgrading contacts for MobileConnect. How to Upgrade Q. What benefits does the Mobile Data Management Upgrade include? A. Customers who choose to take advantage of this new functionality can perform the following actions: Segment mobile messaging based on data extensions and customer-supplied data: Utilize data from any source, including , to segment and send highly targeted and personalized SMS and push messages. This functionality uses only data extensions and not profile attributes now. Save time with an update interface: Drag and drop: Create simple and complex filters using the drag-and-drop tool. Search: Save time scrolling through your attributes by using a simple search instead. Preview your filter: Check your work by reviewing a full text description of the filter you created. Increase engagement with relative data programs: Increase engagement with your contacts using relative data campaigns, including birthday and anniversary campaigns. Q. How do I upgrade to new functionality? A. Starting on January 24, 2015, account administrators can upgrade an account or business unit by completing the opt-in process within the MobileConnect or MobilePush application. Note: This upgrade affects both MobileConnect and MobilePush at the same time. Q. Is this upgrade required? A. No, we do not require upgrades now. The new functionality provides you with new tools to manage and use cross-channel data, contact your Salesforce Marketing Cloud relationship manager with any questions before opting in to the upgrade. Q. Who can upgrade? A. Only administrators can upgrade accounts and business units. Within Enterprise 2.0 accounts, only administrators with full account rights can update the entire account. Business Unit Administrators can only upgrade their respective business units. Non-administrative users can view upgrade details and access links with additional information about the upgrade. Q. What does the upgrade costs? A. You can upgrade your functionality without any associated costs. Q. What happens after I opt in? A. Administrators: After opting in, administrators either log out of the account to immediately access new functionality or continue working. If an administrator chooses to continue working, they will see new functionality the next time they log into the account. Users: After administrators opt in for their respective account or business unit, users will receive an with information about the new functionality and links to further documentation. Users will see new functionality the next time they log in. Q. Will users be able to switch between old functionality and new functionality? 55

60 Import and Manage Contacts A. No. Once administrators upgrade functionality, you cannot return to the former screens. Q. Will the upgrade affect my scheduled and existing sends? A. The upgrade will not affect scheduled and existing sends. Sends continue as scheduled. Q. Will the upgrade affect existing lists? A. Existing lists will remain intact after upgrading. After upgrading, you can find existing lists by clicking Manage Contacts and navigating to the Lists tab. Q. Will the upgrade affect import automations? A. Import automations will remain intact after upgrading. Automated imports continue to function as normal. Q. How will the upgrade affect existing attributes? A. Existing attributes remain intact. However, they are no longer located within the Manage Contacts modal within MobileConnect. Attributes are now located in Contact Builder. To learn more about adding and editing attributes, click here. Q. Will the upgrade affect data in Audience Builder? A. The upgrade will not affect Audience Builder data. Q. Does the upgrade require Subscriber Key? A. No. You can upgrade to the new functionality with or without the Subscriber Key feature. Q. What happens to Subscriber Key when I upgrade? A. Subscriber Key becomes Contact Key after the upgrade. This change does not affect existing queries and filters referencing Subscriber Key. Utilizing New Functionality with Contact Builder Q. What is Contact Builder? A. The Contact Builder tool consolidates and organizes customer data and links that data back to the customer. This data includes data elements registered by all Salesforce Marketing Cloud applications and external sources,such as ERP, CRM, or POS software. Contact Builder provides a single view of the customer and displays all their interactions with your brand. You can use all collected information to personalize customer conversations at any size, in any channel. Q. How does Contact Builder allow customers to use cross-channel data in mobile lists? A. Customers who upgrade their account are able to use data extensions to segment MobilePush and MobileConnect lists. Customers can utilize this function by linking data extensions to the MobilePush or MobileConnect demographic group. Q. What is a data extension? A. Data extensions represent tables containing attributes and related values pertaining to contact records. Data extensions can contain either manually entered or imported information. Use the information in data extensions to segment, filter, and target contacts across multiple channels. Q. What does linking a data extension mean? A. Linking creates a relationship between a data extension and the contact record or to create a relationship between two data extensions. Q. Can customers use data extensions to build mobile lists if the subscribers keys do not match? A. Customers can use data extensions to build mobile lists, even if the subscriber keys do not match. Customers cannot use profile attributes to build mobile lists unless the subscriber keys in and mobile match. To use data extensions, customers link their mobile data to data extensions that include a mobile number. Q. Can customers use profile attributes to build mobile lists? 56

61 Import and Manage Contacts A, If customers have matching subscriber keys for mobile and , they can use profile attributes to build mobile lists. If customers have two different subscriber keys for mobile and , they cannot use profile attributes to build mobile lists. Q. If customers do not have matching subscriber keys for mobile and , Contact Builder consolidates them? A. Contact Builder does not consolidate these records. This process requires manual attention, and the Salesforce Marketing Cloud recommends a services engagement. Q. If I choose not to use Subscriber Key, can I still build out relational data using Contact Builder? If so, what is the primary key? If you choose not to use Subscriber Key, Contact Builder populates a value you can use to link data extensions to attributes. SEE ALSO: Data Extensions Prepare Lists and Contacts for Upgrade This document contains conceptual and procedural information about steps to perform within your account to move contact information from the previous version to the new version using Contact Builder. What Changes in the Upgrade As explained in Mobile Data Management Enhancements on page 54, the upgrade maintains all the data related to your subscribers and their activity involving your messages. However, the upgrade does change the way the system organizes and utilizes your contact information. The steps in this document reflect how you can prepare your data when moving to the upgraded Contacts feature. Before the Upgrade Before you enable the upgraded Contacts feature for your account, the screens you use to manage your MobileConnect and MobilePush contact information show tabs for Contacts, Lists, and Attributes. You can choose to upgrade by clicking the Early Access to Enhanced Features banner at the top of your screen (after logging in to the Salesforce Marketing Cloud) and requesting the feature. 57

62 Create Messages Click Get It Now and follow the instructions to upgrade your account to use the upgraded feature and Contact Builder. If you do not see the banner at the top of your screen, contact Global Support for assistance. After the Upgrade Once you perform the upgrade, you see only two tabs in the Contacts section of MobileConnect and MobilePush: All Contacts Lists Contacts within MobileConnect and MobilePush Note: You now use Contact Builder to manage contact attributes and information. MobileConnect and MobilePush use the contact information in filters to create lists for use by the respective app. Preparing Existing Filters for Use with Upgraded Contacts To ensure your existing list filters work properly with the upgraded Contact feature, edit the filter to make sure that the upgraded Contact feature can use the filter it: 1. Within the list, click Edit next to the filters. 2. Perform an edit within the filter, such as changing the outer AND to OR or vice versa, depending on the feature. 3. Click Save. 4. Reverse the edit and return the filter back to the previous state. 5. Click Save. Create Messages Create a message using one of the templates in MobileConnect. After the message is created, it takes several minutes to activate, send, or schedule the message. Tip: To test a message, click Perform Test to activate the keyword and confirmation message for 60 minutes. When you text in that keyword to the code, you receive the confirmation message. Note: If you don't see templates in MobileConnect that you want to use, contact your Marketing Cloud account representative. If you want to: Send a message Get subscribers or recipients Send a survey Send an SMS to your subscribers Send an MMS to your subscribers -- US only Invite people to subscribe to your SMS or MMS messages Invite people to subscribe to your s Invite people to receive a triggered Invite recipients to vote or respond to a survey Use this template Outbound Message Outbound Media Mobile Opt-in Opt-in Send Vote/Survey 58

63 Create Messages If you want to: Send automatic messages Unsubscribe Capture information Create an automatic SMS response to incoming messages Create an automatic MMS response to incoming messages Unsubscribe people from receiving SMS messages based on a single keyword -- Australia only Prompt recipients to provide information to store as contact attributes Use this template Text Response Media Response SMS Keyword Opt-out Info Capture Message Content Considerations Some content considerations to keep in mind are character sets and character limits in MobileConnect. Use MobileConnect with Journey Builder Configure and send MobileConnect messages in Journey Builder. Use MobileConnect with Automation Studio You can create three different automations in Automation Studio for MobileConnect: Import Mobile Contacts, Refresh Mobile Filtered List, and Send SMS Contacts. Create an SMS or MMS Message Templates help you create and send engaging messages using Marketing Cloud MobileConnect. Data Extension Sends Improve audience segmentation and filtering for your Marketing Cloud MobileConnect messages with attributes and information stored in data extensions. Sending to a data extension lets you reach audiences in multiple channels. And you can use existing data extensions for sends rather than creating lists from scratch. Outbound Message Use the Outbound Message template to create and send an SMS message to your subscribers in Marketing Cloud MobileConnect. Text Response Use the Text Response template to send an automatic response to incoming SMS messages with a specific keyword in Marketing Cloud MobileConnect. Vote/Survey Use the Vote/Survey template to invite people to vote or respond to a one-question survey in Marketing Cloud MobileConnect. The invitation is sent by SMS. Mobile Opt-in Use the Mobile Opt-in template to invite people to subscribe to your SMS or MMS messages. For example, in-store signs can prompt people to opt in. The Mobile Opt-in template defines the code and keyword combination, the message they receive, and other information. Info Capture Use the Info Capture template to prompt recipients to provide information in Marketing Cloud MobileConnect. This information is stored as attributes on the contact record. 59

64 Create Messages Outbound Media Use the Outbound Media template to create and send an SMS message to your subscribers in Marketing Cloud MobileConnect. The Outbound Media template is available only in the United States. Media Response Use the Media Response template to create an MMS response that is sent automatically to incoming messages in Marketing Cloud MobileConnect. SMS Keyword Opt-out Use the SMS Keyword Opt-out template to unsubscribe Australian contacts and subscribers from receiving SMS messages in MobileConnect. Opt-In Use the Opt-in template in Marketing Cloud MobileConnect to invite people to subscribe to your messages. In-store signs can prompt people to opt in. The Opt-in template defines the code and keyword combination, the message they receive back, and so on. Send Use the Send template in Marketing Cloud MobileConnect to invite people to subscribe to your messages. Use Cases Use cases are things you can do in MobileConnect to expand its functionality and the reach of your messages. Message Statuses MobileConnect message send statuses include: Message Content Considerations Some content considerations to keep in mind are character sets and character limits in MobileConnect. Use the MobileConnect app to send text messages via SMS or MMS to countries all over the world. To send messages to mobile numbers within a specific country, use a valid short code or long code enabled to send for the specified country. Note: If the message editor and preview do not display correctly, clear your browser's cache. Character Counts Learn about how character sets influence the maximum character count of messages in MobileConnect. Character Sets This page contains examples of messages using characters from GSM 3.38 and non-gsm character sets. Message Concatenation Many markets allow you to concatenate messages, or to deliver multiple messages together as one long message. During message creation in MobileConnect, select Concatenate Message to concatenate your outbound message. GSM 3.38 Character Set Use this page as a reference list for the GSM 3.38 character set. Link Tracking In MobileConnect, use link tracking to measure return on investment on SMS campaigns that contain URLs. On the Message Detail screen, track the number of subscriber clicks on a shortened link in your messages. Character Counts Learn about how character sets influence the maximum character count of messages in MobileConnect. 60

65 Create Messages Depending on the character sets you use, your maximum SMS message length is from 70 through 160 characters. If your message exceeds the character limit, MobileConnect breaks your message into multiple sends. The first send contains the maximum character count. The next sends contain the rest of the characters in the message batched by the maximum character count. Your message exceeds the limit because of the information inserted via personalization strings. Single SMS messages that use any non-gsm characters allow for 70 maximum characters. MobileConnect splits messages that exceed 70 characters into multiple parts. If you include non-gsm characters in your message, the character limit is 70, even if most the message contains GSM characters. Brazil MobileConnect deploys messages in Brazil with a maximum character count of 160, but it splits messages on the Nextel network when those messages are longer than 140 characters. Canada A major Canadian carrier, Canada Bell, has a maximum character limit of 136 characters. MobileConnect splits messages at 136 characters when sending into Canada. If you include non-gsm characters, MobileConnect still splits these messages at 70 characters. Latvia Due to restrictions by Latvian carrier LMT, all messages sent into Latvia are treated as non-gsm, and the maximum character count is 70 characters regardless of message content. Turkey As of February 1, 2017, Turkish carriers require that an operator code is added to the body of each SMS message sent in Turkey. This code consumes 4 characters of any SMS messages sent and lowers the maximum character to 156. The 4-digit code appended to each message does not appear on the subscriber s mobile device. United States Major U.S. carriers do not support sending non-gsm characters. MobileConnect doesn t deploy sends in the U.S. containing non-gsm characters because they are rejected by the carrier networks. Character Sets This page contains examples of messages using characters from GSM 3.38 and non-gsm character sets. MobileConnect supports Global Standard for Mobile (GSM) 3.38 characters and non-gsm characters. To display properly, your messages must comply with your subscribers character set. Although the Marketing Cloud supports non-gsm characters, the carriers in your target market may not support them. Note: Most U.S. phones do not support non-gsm characters. GSM 3.38 MobileConnect uses the GSM 3.38 character set. In general, GSM 3.38 characters are found on a standard English language keyboard. Each GSM 3.38 character you use counts as one character toward the maximum character count for a message. 61

66 Create Messages Example: Because this example message contains only GSM 3.38 characters and is 160 characters, it is delivered as a single message to a mobile device: Spring has arrived at Laneys!! Exclusive sale is this weekend, April 4-7. Get 10% off entire selection! Reply HELP for help or STOP to stop receiving messages. (160/160 characters) Example: Because this example message exceeds 160 characters, it is delivered as two messages of 160 and 37 characters, respectively: Spring has arrived at Laneys!! Exclusive sale is this weekend, April 4-7. Get 10% off entire selection! Don't miss out on these deals!! Reply HELP for help or ST (160/160 characters) OP to stop receiving messages. (37/160 characters) GSM 3.38 Escape Characters In the GSM 3.38 character set, there are special characters called escape, or extended, characters. Escape characters are rendered on a mobile as unique characters. If you use an escape character, it does not affect the maximum number of characters that can be sent but counts as two GSM 3.38 characters. Example: The Euro symbol ( ) in this example is a commonly used escape character that counts as two GSM 3.38 characters. This example is delivered as two messages. Spring has arrived at Laneys!! Exclusive sale is this weekend, April 4-7. Get 10 off entire selection! Reply HELP for help or STOP to stop receiving messages. (161/160 characters) Non-GSM Characters MobileConnect treats all characters that are not in the GSM 3.38 character set, or all non-latin characters, as non-gsm characters and allows a maximum count 70 characters per message. This maximum character count applies to messages that contain one or more non-gsm characters and to any subsequent messages associated with that message, as in the example. Non-GSM characters are sometimes referred to as Unicode characters. Example: Because this message includes a non-gsm character, smart quotes ( ) in this case, the maximum character count is 70. The message is delivered as three messages of 70, 70, and 19 characters, respectively. Spring has arrived Laneys! Exclusive sale is this weekend, April (70/70 characters) 4-7. Get 10% off entire selection! Reply HELP for help or STOP to stop (70/70 characters) receiving messages. (19/70 characters) Example: Because this message includes a non-gsm character, the o-acute in this case, the maximum character count is 70. The message is delivered as four messages of 70, 70, 70, and 6 characters, respectively. La primavera ha llegado a Laneys!! La venta exclusiva es este fin de (70/70 characters) semana, del 4 al 7 de abril. Obtenga 10% de descuento en toda la selec (70/70 characters) ción! Responda HELP para obtener ayuda o STOP para dejar de recibir me (70/70 characters) nsajes. (7/70 characters) Example: Because this message includes non-gsm characters, the maximum character count is 70. The message is delivered as three messages of 70, 70, and 16 characters, respectively. 드디어 Laneys 에도봄이찾아왔습니다! 이번주주말인 4 월 4 일부터 4 월 7 일까지전품목대상 10 유로할인프로모션 (70/70 characters) 62

67 Create Messages 이진행될예정입니다! 해당프로모션에대해더궁금하신점은 HELP 라고답장해주시고더이상메시지수신을원치않으시면 (70/70 characters) STOP 이라고답장해주세요. (16/70 characters) Message Concatenation Many markets allow you to concatenate messages, or to deliver multiple messages together as one long message. During message creation in MobileConnect, select Concatenate Message to concatenate your outbound message. Note: Message concatenation is not available in all markets, including the U.S. MobileConnect displays the concatenate option only when you select a short or long code for a location that allows concatenation. If you concatenate your message, your maximum character count per message is reduced by seven characters. Messages longer than 160 characters are reduced to 153 characters. Messages longer than 70 characters containing any non-gsm characters are reduced to 67 characters. The reduction happens because concatenating a message adds a header to the metadata in an SMS message. This header provides the message delivery order to the carrier. While this header doesn't show on a mobile device, it uses a small amount of data that would otherwise be used for more characters. You are charged for the number of sends that would have occurred if the message wasn t concatenated. For inbound messages, MobileConnect records only the first 153 characters of messages longer than 160 characters. If an inbound message contains any non-gsm characters and is longer than 70 characters, MobileConnect records only the first 67 characters of the message. Example: Example Outbound Message 1 Without concatenation, this outbound message is deployed as two messages because it exceeds the maximum character count: Spring has arrived at Laneys! Exclusive sale is this weekend, April 4-7. Get 10% off entire selection! Don't miss out on these deals!! Reply HELP for help or STO (160/160 characters) P to stop receiving messages. (36/160 characters) With concatenation, the same messages are deployed as one send and delivered as one message on a mobile device. You are still charged for two sends. Spring has arrived at Laneys! Exclusive sale is this weekend, April 4-7. Get 10% off entire selection! Don't miss out on these deals!! Reply HELP for help or STOP to stop receiving messages. (196/153 characters) Example: Example Outbound Message 2 Without concatenation this outbound message is deployed as four messages because it exceeds the maximum character count. La primavera ha llegado a Laneys!! La venta exclusiva es este fin de (70/70 characters) semana, del 4 al 7 de abril. Obtenga 10% de descuento en toda la selec (70/70 characters) ción! Responda HELP para obtener ayuda o STOP para dejar de recibir me (70/70 characters) nsajes. (7/70 characters) With concatenation, the same message is deployed as one send and delivered as one message on a mobile device. You are still charged for four messages. La primavera ha llegado a Laneys!! La venta exclusiva es este fin de semana, del 4 al 7 de abril. Obtenga 10% de descuento en toda la selección! Responda HELP para obtener ayuda o STOP para dejar de recibir mensajes. (217/67 characters) GSM 3.38 Character Set Use this page as a reference list for the GSM 3.38 character set. MobileConnect supports the full GSM 3.38 character set. Each GSM 3.38 character counts as one character in a message. See the list of GSM 3.38 escape characters at the end of this document. 63

68 Create Messages Commercial at Pound sign Dollar sign Yen sign Latin small letter E with grave Latin small letter E with acute Latin small letter U with grave Latin small letter I with grave Latin small letter O with grave Latin capital letter C with cedilla Latin capital letter O with stroke Latin small letter O with stroke Latin capital letter A with ring above Latin small letter with a ring above Greek capital letter delta Low line Greek capital letter phi Greek capital letter gamma Greek capital letter lambda Greek capital letter omega Greek capital letter pi Greek capital letter psi Greek capital letter sigma Greek capital letter theta Greek capital letter xi Circumflex accent Left curly bracket Right curly bracket Reverse solidus (backslash) Left square bracket $ è é ù ì ò Ç Ø ø Å å Δ _ Φ Γ Λ Ω Π Ψ Σ Θ Ξ ^ { } \ [ ~ 64

69 Create Messages Right square bracket Vertical bar Latin capital letter AE Latin small letter AE Latin small letter sharp S (German) Latin capital letter E with acute ] Æ æ ß É Space Exclamation mark Quotation mark Number sign Currency sign Percent sign Ampersand Apostrophe Left parenthesis Right parenthesis Asterisk Plus sign Comma Hyphen-minus Full stop Solidus or slash Digit zero Digit one Digit two Digit three Digit four Digit five Digit six Digit seven Digit eight! " # % & ' ( ) * +, -. /

70 Create Messages Digit nine Colon Semicolon Less-than sign Equals sign Greater-than sign Question mark Inverted exclamation mark Latin capital letter A Latin capital letter B Latin capital letter C Latin capital letter D Latin capital letter E Latin capital letter F Latin capital letter G Latin capital letter H Latin capital letter I Latin capital letter J Latin capital letter K Latin capital letter L Latin capital letter M Latin capital letter N Latin capital letter O Latin capital letter P Latin capital letter Q Latin capital letter R Latin capital letter S Latin capital letter T Latin capital letter U Latin capital letter V Latin capital letter W 9 : ; < = >? A B C D E F G H I J K L M N O P Q R S T U V W 66

71 Create Messages Latin capital letter X Latin capital letter Y Latin capital letter Z Latin capital letter A with diaeresis Latin capital letter O with diaeresis Latin capital letter N with tilde Latin capital letter U with diaeresis Section sign Inverted question mark Latin small letter A Latin small letter B Latin small letter C Latin small letter D Latin small letter E Latin small letter F Latin small letter G Latin small letter H Latin small letter I Latin small letter J Latin small letter K Latin small letter L Latin small letter M Latin small letter N Latin small letter O Latin small letter P Latin small letter Q Latin small letter R Latin small letter S Latin small letter T Latin small letter U Latin small letter V X Y Z Ä Ö Ñ Ü a b c d d f g h i j k l m n o p q r s t u v 67

72 Create Messages Latin small letter W Latin small letter X Latin small letter Y Latin small letter Z Latin small letter A with diaeresis Latin small letter O with diaeresis Latin small letter N with tilde Latin small letter U with diaeresis Latin small letter A with grave w x y z ä ö ñ ü à GSM 3.38 Escape Characters Escape characters are unique GSM 3.38 characters that count as two characters each. 0x0A 0x14 0x28 0x29 0x2F 0x3C 0x3D 0x3E 0x40 0x65 Form feed -- escape character Caret -- escape character Bracket -- escape character Bracket -- escape character Double backslash -- escape character Square bracket -- escape character Tilde -- escape character Square bracket -- escape character Vertical bar -- escape character Euro sign -- escape character \f ^ { } \\ [ ~ ] Link Tracking In MobileConnect, use link tracking to measure return on investment on SMS campaigns that contain URLs. On the Message Detail screen, track the number of subscriber clicks on a shortened link in your messages. When you create a message, add a link shortened with Bitly or the shortener in MobileConnect. Then, MobileConnect tracks the total clicks and click percentage, which is the total number of clicks divided by the total number of delivered messages. The total clicks listed on the Message Detail screen are compiled for the lifetime of the link. To track the performance of different messages with the same link, create a different personalized link in Bitly for each message. MobileConnect doesn t track branded Bitly links. To track a link, you can add or modify it only during message creation or before the message is sent. When editing a recurring message, you can t change the link that is tracked. To change the link for responder templates, edit the message before it s activated. MobileConnect tracks the first two shortened links it finds in the following message fields: 68

73 Create Messages Template name - Field with link tracking Outbound - Outbound Message Text Response - Response Message Vote/Survey - Response Message Mobile Opt-in - Confirmation Message Info Capture - Confirmation Message Send - Response Message Opt-in - Confirmation Message Outbound Media - Outbound Message Media Response - Response Message Media Share - Response Message Keyword Opt-out - Response Message Use MobileConnect with Journey Builder Configure and send MobileConnect messages in Journey Builder. Prerequisites Make sure that you have enabled both MobileConnect and Journey Builder. If you have both products, the SMS activity displays automatically in Journey Builder. Personalization Considerations In Journey Builder, you can use Journey Builder entry source attributes to personalize your SMS messages. Journey Builder first attempts to pull the attribute value from the Journey Builder entry source. If no value is found, Journey Builder attempts to pull the attribute value from the contact record in the MobileConnect demographics table. For Journey Builder SMS messages created before the October 2018 release, attributes are still pulled from the contact record in the MobileConnect demographics table. Note: If you create a journey version from a journey that was created before the October 2018 release, attributes are pulled from the entry source and then from the contact record if no data is found in the entry source. 1. Configure MobileConnect for Sending Messages with Journey Builder To send messages with Journey Builder, complete these steps in MobileConnect 2. Configure Journey Builder for Sending Messages Complete these steps in Journey Builder to configure and send messages in MobileConnect. SEE ALSO: Configure MobileConnect for Sending Messages with Journey Builder Configure Journey Builder for Sending Messages Configure MobileConnect for Sending Messages with Journey Builder To send messages with Journey Builder, complete these steps in MobileConnect 69

74 Create Messages 1. In MobileConnect, click Create Message. 2. Select Outbound Template. 3. Name the message. 4. Select short code or long code. 5. Select Interaction send method to create an outbound MobileConnect message to use in Journey Builder. 6. Add content and configure your outbound message. 7. Click Activate. Complete these steps in Journey Builder. on page 70 Configure Journey Builder for Sending Messages Complete these steps in Journey Builder to configure and send messages in MobileConnect. Complete these steps in MobileConnect on page Drag the Send SMS activity into the journey. 2. Select Configure to customize how the journey treats SMS recipients. 3. Select an SMS message with the Interaction send type. 4. Confirm your subscriber options: Send only to currently subscribed contacts: This option sends only to users who have a subscription via MO message, import, or API-based opt-in. Subscribe all contacts to a keyword: This option creates a subscription for all users who reach this part of the journey. Select a keyword to subscribe users to. Note: If users are already unsubscribed from a keyword, this action does not resubscribe them. Tip: Select the same keyword and code for easier subscription management. Note: To create your message, enable opt-in certification. 5. Configure a send blackout window. Send blackout windows prevent messages from being sent during marketer-specified hours. Messages don't queue for sending later. Send blackout windows don't prevent subsequent steps of a journey from running. Click Settings to configure send blackout window options for your SMS activity, and select one of these options: Do not use send blackout window - This option disables the send blackout window. When a user reaches the Send SMS activity in a journey, the message deploys. Use existing MobileConnect blackout window - This option uses the blackout window created by an admin. If a user reaches the Send SMS activity within the window, messages are not deployed. The admin blackout window is based on the account s timezone. Use custom setting - This setting lets users create a custom blackout window. The timezone used by the blackout window mirrors the timezone of the MID where the blackout window is created. The custom blackout window overwrites the account-wide blackout window but is still based on the account s timezone. Important: Enter the full phone number, including country code, when you send a message. 70

75 Create Messages Use MobileConnect with Automation Studio You can create three different automations in Automation Studio for MobileConnect: Import Mobile Contacts, Refresh Mobile Filtered List, and Send SMS Contacts. Import Mobile Contacts on page 71 Refresh Mobile Filtered List on page 71 Send SMS Contacts on page 72 Import Mobile Contacts Create an automation in Automation Studio to import contacts into MobileConnect. Refresh Mobile Filtered List Create an automation in Automation Studio to refresh mobile filtered list in MobileConnect. Send SMS Contacts Create an automation in Automation Studio to send to SMS Contacts in MobileConnect. Import Mobile Contacts Create an automation in Automation Studio to import contacts into MobileConnect. 1. Create the import definition in Contact Builder. 2. Create an automation in Automation Studio. 3. Add an import activity to the automation. 4. When you configure the import activity, select the import definition you created. 5. Schedule and activate the automation. SEE ALSO: Create an Import Definition Define an Automation Import File Activity Refresh Mobile Filtered List Create an automation in Automation Studio to refresh mobile filtered list in MobileConnect. 1. Create the contacts list in MobileConnect. 2. Create an automation in Automation Studio. 3. Add the activity to the automation. 4. When you configure the activity, select the contacts list you created in MobileConnect. 5. Schedule and activate the automation. SEE ALSO: Define an Automation Automation Studio Activities 71

76 Create Messages Send SMS Contacts Create an automation in Automation Studio to send to SMS Contacts in MobileConnect. 1. Create the outbound message in MobileConnect. 2. Create an automation in Automation Studio. 3. Add the activity to the automation. 4. When you configure the activity, select the outbound message you created in MobileConnect. 5. Schedule and activate the automation. SEE ALSO: Define an Automation Automation Studio Activities Create an SMS or MMS Message Templates help you create and send engaging messages using Marketing Cloud MobileConnect. 1. Select a template. 2. Click Next. 3. Name the message. 4. Select a short or long code. 5. If applicable, select a From Name. Note: From names send your message to a customer s mobile device as if your business is a one of their contacts. Your customers can t directly respond to messages from a From Name. 6. To acknowledge that you allow your customers to opt out, select Opt-Out Availability. 7. Select a send method: Schedule: Schedule a message for immediate or future sending. API Trigger: Deploy a message via an API call. Automation: Create a message that is sent by an automation in Automation Studio. Interaction: Create a message that is sent in a Journey Builder journey. 8. Click Next. 9. Select the audience type. 10. Select a data extension or a list, or create a list. 11. Click Next. 12. Enter the message. 13. Enter additional information, as necessary. 14. Click Next. 15. Select a delivery method: Send Immediately: Immediately sends your message to contacts who have opted in. Future/Recurring: Schedules your message to be sent once at a future date and time or on a recurring schedule. 72

77 Create Messages Note: The default time zone for messages is Central Standard Time (CST). Select a different time zone to send the message at the specified time with the selected time zone s GMT offset. 16. Select advanced options, as necessary. If you use Timezone Specified by Contact, a time zone is required for each contact in Contact Builder. Send throttling limits the number of messages sent over a specified time period. Note: The minimum throttle rate is 100 messages in a given time period. Data Extension Sends Improve audience segmentation and filtering for your Marketing Cloud MobileConnect messages with attributes and information stored in data extensions. Sending to a data extension lets you reach audiences in multiple channels. And you can use existing data extensions for sends rather than creating lists from scratch. To send to a data extension, select this audience type when you create a message in MobileConnect. This audience type works with the schedule or automation send methods only. Data Extension Preparation Create a data extension in Contact Builder with the contacts to send to. Data extensions appear in MobileConnect only if they meet these criteria: Marked as sendable Contain only one phone field Contain only one locale field Subscriber key, not subscriber ID, is used for the send relationship Mobile Number Validation You can send only to normalized mobile numbers with a locale. Normalizing a mobile number ensures that the number is in the correct format. When you import mobile numbers into a data extension, select Normalize Phone Numbers on the Upload File step. Include the five-character locale in your source file when you import contacts into your data extension. Select Normalize Phone Numbers even if the numbers are already normalized before you import them. There is no harm in normalizing the numbers again, but if they aren t properly normalized, you can t send a message to them. Valid Locales for Data Extension Sends In Marketing Cloud MobileConnect, you can send only to data extensions whose mobile numbers include a locale. Review this list of valid five-character locales to ensure that yours are valid. Include a locale with each mobile number in your source file when you import contacts into your data extension. SEE ALSO: Valid Locales for Data Extension Sends List versus Data Extension Data Extensions Create a Data Extension 73

78 Create Messages Valid Locales for Data Extension Sends In Marketing Cloud MobileConnect, you can send only to data extensions whose mobile numbers include a locale. Review this list of valid five-character locales to ensure that yours are valid. Include a locale with each mobile number in your source file when you import contacts into your data extension. Valid Locales af-za am-et ar-ae ar-bh ar-dz ar-eg ar-iq ar-jo ar-kw ar-lb ar-ly ar-ma ar-om ar-qa ar-sa ar-sy ar-tn ar-ye as-in ba-ru be-by bg-bg bn-bd bn-in bo-cn br-fr ca-es co-fr cs-cz cy-gb da-dk de-at de-ch de-de 74

79 Create Messages de-li de-lu dv-mv el-gr en-au en-bz en-ca en-gb en-ie en-in en-jm en-my en-nz en-ph en-sg en-tt en-us en-za en-zw es-ar es-bo es-cl es-co es-cr es-do es-ec es-es es-gt es-hn es-mx es-ni es-pa es-pe es-pr es-py es-sv es-us es-uy es-ve et-ee 75

80 Create Messages eu-es fa-ir fi-fi fo-fo fr-be fr-ca fr-ch fr-fr fr-lu fr-mc fy-nl ga-ie gd-gb gl-es gu-in he-il hi-in hr-ba hr-hr hu-hu hy-am id-id ig-ng ii-cn is-is it-ch it-it ja-jp ka-ge kk-kz kl-gl km-kh kn-in ko-kr ky-kg lb-lu lo-la lt-lt lv-lv mi-nz 76

81 Create Messages mk-mk ml-in mn-mn mr-in ms-bn ms-my mt-mt nb-no ne-np nl-be nl-nl nn-no oc-fr or-in pa-in pl-pl ps-af pt-br pt-pt rm-ch ro-ro ru-ru rw-rw sa-in se-fi se-no se-se si-lk sk-sk sl-si sq-al sv-fi sv-se sw-ke ta-in te-in th-th tk-tm tn-za tr-tr 77

82 Create Messages tt-ru ug-cn uk-ua ur-pk vi-vn wo-sn xh-za yo-ng zh-cn zh-hk zh-mo zh-sg zh-tw zu-za Outbound Message Use the Outbound Message template to create and send an SMS message to your subscribers in Marketing Cloud MobileConnect. 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select the send method. a. To send immediately or at a specified time, use Schedule. b. To send via the MobileConnect REST API, use API Trigger. c. To send as part of an automation in Automation Studio, use Automation. d. To send as part of an interaction in Journey Builder, use Interaction. 4. Enter the message text. If you insert personalization strings or AMPscript, the character count is not available. 5. Click OK. 6. Enter the rest of the information. 7. Move to the next page or click Activate. 8. Select the audience or create a list. 9. Exclude audiences. 10. Move to the next screen. 11. Review the message information. 12. Set the delivery date and time. 13. Schedule, send, or activate the message. Text Response Use the Text Response template to send an automatic response to incoming SMS messages with a specific keyword in Marketing Cloud MobileConnect. 78

83 Create Messages Tip: Select Default Keyword to use this message as the default for all responses. This message is triggered if MobileConnect cannot link the incoming message to any keyword. You can set only one default keyword message per short or long code. Default keyword messages apply to private short or long codes. 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select the keyword. 4. Enter the message text. 5. Enter the rest of the information. 6. Move to the next page. 7. Set the delivery date and time. 8. Schedule or send the message. Vote/Survey Use the Vote/Survey template to invite people to vote or respond to a one-question survey in Marketing Cloud MobileConnect. The invitation is sent by SMS. 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select or create the keyword. 4. Select the call to action that prompts people to text in. 5. Select the type of survey. 6. Enter the answer choices. 7. Select the correct answer. 8. Enter the messages. 9. Enter the rest of the information. 10. Move to the next page. 11. If you selected the Outbound or the SMS Send and External Source option: a. Select the audience or create a list. b. Exclude audiences, as necessary. 79

84 Create Messages c. Move to the next screen. 12. Review the message information. 13. Set the dates that the message is active. 14. Set the keyword response window, which is the time period that the message interacts with incoming messages. 15. Schedule or send the message. Mobile Opt-in Use the Mobile Opt-in template to invite people to subscribe to your SMS or MMS messages. For example, in-store signs can prompt people to opt in. The Mobile Opt-in template defines the code and keyword combination, the message they receive, and other information. After sending the message, the contact receives an SMS reply: 80

85 Create Messages 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select or create the keyword. 4. Select the subscription option. a. Single Opt-in - Requires users to text once to opt in. b. Double Opt-in - Requires users to text twice to confirm opt-in. c. Double Opt-in with Age Confirmation - Requires users to text in their age after texting to opt in. If the user's age is above the minimum, MobileConnect accepts the opt-in. 5. Enter the rest of the information. 6. Move to the next page. 7. Review the message information. 8. Set the dates that the message is active. 9. Schedule or send the message. Info Capture Use the Info Capture template to prompt recipients to provide information in Marketing Cloud MobileConnect. This information is stored as attributes on the contact record. 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select or create the keyword. 4. Select the attribute to capture. 5. Enter the request text. 6. Select more attributes, as necessary. 7. Enter the rest of the information. 8. Move to the next page. 9. Review the message information. 10. Set the dates that the message is active. 81

86 Create Messages 11. Set the keyword response window, which is the time period that the message interacts with incoming messages. 12. To activate the message, click Schedule or Send. SEE ALSO: Create an Attribute Outbound Media Use the Outbound Media template to create and send an SMS message to your subscribers in Marketing Cloud MobileConnect. The Outbound Media template is available only in the United States. Note: Images must be GIF, JPEG, JPG, PNG, or TIF files. Maximum file size is 2 MB Videos must be AVI, MPG, MPEG, or MOV files. Maximum file size is 6 MB. Audio must be MP3, WAV, MP4, 3GP, 3GPP, or AMR files. Maximum file size is 1 MB. 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select the send method. a. To send immediately or at a specified time, use Schedule. b. To send via the MobileConnect REST API, use API Trigger. 4. Select the media. Upload a file, if necessary. 5. Enter the message text. If you insert personalization strings or AMPscript, the character count is not available. 6. Click OK. 7. Enter the rest of the information. 8. Move to the next page or click Activate. 9. Select the audience or create a new list. 10. Exclude audiences, as necessary. 11. Move to the next page. 12. Review the message information. 13. Set the delivery date and time. 14. Schedule, send, or activate the message. Media Response Use the Media Response template to create an MMS response that is sent automatically to incoming messages in Marketing Cloud MobileConnect. Note: Images must be GIF, JPEG, JPG, PNG, or TIF files. Maximum file size is 300 KB. Videos must be AVI, MPG, MPEG, or MOV files. Maximum file size is 1 MB. Audio must be MP3, WAV, MP4, 3GP, 3GPP, or AMR files. Maximum file size is 1 MB. 82

87 Create Messages 1. Enter a name for the message. 2. Select the short or long code to use. 3. Select or create the keyword. 4. Select the multimedia or upload a file. 5. Enter the message. 6. Enter the rest of the information. 7. Move to the next page. 8. Review the message information. 9. Set the dates that the message is active. 10. Set the keyword response window, which is the time period that the message interacts with incoming messages. 11. Schedule or send the message. SMS Keyword Opt-out Use the SMS Keyword Opt-out template to unsubscribe Australian contacts and subscribers from receiving SMS messages in MobileConnect. Note: SMS Keyword Opt-out is available for long codes used for Australian contacts and subscribers. Use the SMS Keyword Opt-out template to unsubscribe people from receiving SMS messages. 1. Enter a name for the message. 2. Select the long code to use. 3. Select or create the keyword. 4. Select whether you want the message to appear as sent from the long code or a from name. 5. To unsubscribe the contact from, select the keyword. 6. Enter the messages. 7. Enter the rest of the information. 8. Move to the next page. 9. Review the message information. 10. Set the dates that the message is active. 11. Set the keyword response window, which is the time period that the message interacts with incoming messages. 12. Schedule or send the message. Opt-In Use the Opt-in template in Marketing Cloud MobileConnect to invite people to subscribe to your messages. In-store signs can prompt people to opt in. The Opt-in template defines the code and keyword combination, the message they receive back, and so on. 83

88 Create Messages 1. Enter a name for the message. 2. Select a short or long code. 3. Select or create the keyword. 4. Select the call to action that prompts people to text in. 5. Enter the messages. 6. Select or create an list. 7. Enter the rest of the information. 8. Move to the next page. 9. If you selected the Outbound or the SMS Send and External Source option: a. Select the audience or create a list. b. Exclude audiences, as necessary. c. Move to the next page. 10. Review the message information. 11. Set the dates that the message is active. 12. Set the keyword response window, which is the time period that the message interacts with incoming messages. 13. Schedule or send the message. 84

89 Create Messages Send Use the Send template in Marketing Cloud MobileConnect to invite people to subscribe to your messages. Before you create the Send message in MobileConnect, create the triggered send in Studio to use with the message. 1. Enter a name for the message. 2. Select a short or long code. 3. Select or create the keyword. 4. Select the call to action that prompts people to text in. 5. Enter the message. 6. Select a triggered send. 7. Enter the rest of the information. 8. Move to the next page. 9. If you selected the Outbound or the SMS Send and External Source option: a. Select the audience or create a list. b. Exclude audiences, as necessary. c. Move to the next page. 10. Review the message information. 11. Set the dates that the message is active. 12. Set the keyword response window, which is the time period that the message interacts with incoming messages. 13. Schedule or send the message. Use Cases Use cases are things you can do in MobileConnect to expand its functionality and the reach of your messages. Example: Use the vote/survey template to create multi-question surveys 85

90 Create Messages Use the outbound, mobile opt-in, and info capture templates to send an offer after a customer sends in their information Use Next Keyword Next keyword sets up what the keyword for the next response should be. Contacts can text in without a keyword, and MobileConnect automatically appends the next keyword to the contact s response. You can use next keyword functionality to transition seamlessly from one message to the next, like a conversation. For example, enable the Next Keyword functionality on an outbound message to proceed to a text response message. When a subscriber receives the outbound message, that message includes a request for a response. The subscriber s response triggers the text response message. Send Automated Transactional Alerts Send automatic alerts about account activity using the MobileConnect outbound message template and a QueueMO REST API call. Send Automated Personalized Messages Use Automation Studio and the outbound message template to automatically send personalized messages in Marketing Cloud MobileConnect. Enable Web-Based Opt-in Customers can sign up for mobile messages via a web form when a form, a mobile opt-in message, and the MobileConnect API are used to create the QueueMO REST API call. Use a Date-Based Send You can send messages on significant dates for each of your contacts in MobileConnect. Send Information to Conference Attendees Invite conference attendees to subscribe to your SMS and messages sent during the conference by using the outbound message, opt-in, and mobile opt-in templates in MobileConnect. Create Multiple-Question Surveys You can create multiple-question surveys by stringing together multiple vote or survey messages in Marketing Cloud MobileConnect. Add Contacts and Capture Their Information You can add contacts and request and store their information using the mobile opt-in and info capture templates in Marketing Cloud MobileConnect. Request and Capture Customer Information Request and store customer information using the outbound and info capture templates in MobileConnect. Offer a Limited Number of Coupon Codes You can dynamically assign coupon codes using AMPscript and a data extension in Marketing Cloud MobileConnect. Connect Customers to Support from an Outbound Text Campaign Responding to inbound questions from your customers is now easier. Connect your text message recipients to live text messaging support when their reply doesn t match a pre-configured keyword. For example, Northern Trail Outfitters, or NTO, sends a text message to event attendees inviting them to reception room C for lunch. An attendee texts back: Where is reception room C? Because WHERE doesn t match a MobileConnect keyword for the short code, Marketing Cloud creates a case in Service Cloud and routes the case to a support agent. The attendee receives an automated response that NTO support will contact them shortly. A LiveMessage support agent then responds to the attendee s question via text message. 86

91 Create Messages Use Next Keyword Next keyword sets up what the keyword for the next response should be. Contacts can text in without a keyword, and MobileConnect automatically appends the next keyword to the contact s response. You can use next keyword functionality to transition seamlessly from one message to the next, like a conversation. For example, enable the Next Keyword functionality on an outbound message to proceed to a text response message. When a subscriber receives the outbound message, that message includes a request for a response. The subscriber s response triggers the text response message. Note: A next keyword conversation remains open for 60 minutes after you send an outbound message or receive a message from a contact. 1. Plan your conversation to ensure that you create the appropriate workflow with all necessary keywords. 2. Create the two keywords to be used in the conversation, as necessary. 3. Create the two messages. 4. Set the next keyword for the first message as the keyword for the second message. 5. Set both messages to be active at the same time. Example: Northern Trail Outfitters uses a mobile opt-in message with the keyword KOCH1SMS and next keyword KOCH1 to prompt customers to sign up for SMS alerts for their new campaign. In the mobile opt-in confirmation message, they ask customers to text in an address to receive additional messages. 87

92 Create Messages They also set up an opt-in message with the keyword KOCH1 and next keyword KOCH1MORE. In the opt-in confirmation message, they ask customers to text in their first name to receive customized messages. 88

93 Create Messages After customers text in their address in response to the mobile opt-in confirmation message, KOCH1 is appended to their response, and the conversation switches to the opt-in message. Northern Trail Outfitters sets up an info capture message with the keyword KOCH1MORE to capture first name. In the info capture confirmation message, they also ask customers to text in their last name. After customers text in their last name, they receive a confirmation message and the conversation ends. 89

94 Create Messages Send Automated Transactional Alerts Send automatic alerts about account activity using the MobileConnect outbound message template and a QueueMO REST API call. For example, Fortune One Financial wants to use SMS messages to alert their customers about important account events, such as deposits, withdrawals, or low available funds. They set their system to trigger a REST API call to MobileConnect when these events take place, and the customer receives the applicable SMS message. Tip: The API call can include additional information, such as contact references that link the message to stored contact information and provide values for personalization. 1. In Contact Builder, link all applicable data extensions to the MobileConnect Demographic attribute group. For example, to use information about past purchases in your alert, link MobileConnect Demographics to another data extension that contains purchase history for each mobile number. 90

95 Create Messages 2. In MobileConnect, create an outbound message. a. Select the automation send method so that the message appears in Automation Studio. b. To insert personalization strings into your message, click Insert Content. c. Use AMPscript to add additional information. 3. Note the API key that MobileConnect provides when you activate the outbound message. 4. To trigger the appropriate message, add the API key to the call. Example POST Send Automated Personalized Messages Use Automation Studio and the outbound message template to automatically send personalized messages in Marketing Cloud MobileConnect. For example, Northern Trail Outfitters wants to send regular reminders to their subscribed customers about ongoing or upcoming sales. They create an outbound message in MobileConnect for each sale and include personalization strings in each message. At send time, MobileConnect replaces the personalization strings with applicable customer attributes, ensuring that each subscriber gets a personalized message. Automation Studio manages the sends for all the outbound messages, making sure that the correct message goes out at the correct time. 1. In Contact Builder, link all applicable data extensions to the MobileConnect Demographic attribute group. For example, to use information about past purchases in your message, link MobileConnect Demographics to another data extension that contains purchase history for each mobile number. 2. In MobileConnect, create an outbound message. a. Select the automation send method so that the message appears in Automation Studio. 91