TABLE OF CONTENTS

Background

The SMS delivery vector allows you to collect customer feedback via SMS Invitations. This functionality allows you to send primary invitations and reminder invitations.



Feature notes:

  • Campaigns can only be modified by the Owner and System Admins.
  • Clicking on a campaign name opens a pop-up with all of the campaign's information.
  • Clicking on the pie chart under Stats opens the Data Transport Report for that specific campaign.
  • A single SMS holds up to 140 bytes. 1 character is usually 1 byte; complex characters and symbols may use more than 1 byte.
  • SMS templates that contain more than 140 bytes of data will send multiple SMS until the whole message is delivered, generating a charge for every set of 140 bytes.
  • The size of a link URL that will be present on a SMS will vary based on your data, this is an example of an SMS  http://cvox.me/1f-p3xs5-ah0









Managing SMS Campaigns



Creating a Campaign


1. Navigate to Campaigns → Campaign Suite.



2. Click on "+New Campaign" button and then select SMS delivery vector.



3. In the Settingsstep all fields are required, including Filters. Fill them and choose a filter, then click Next.Campaign name: choose a name for your campaign.

Survey: choose the survey template for the campaign.

Filters: Select any survey filter as a condition for the campaign.



4. In the Sending step, set up the Reminders and Sending Period

Note on scheduled invitations: 

  • Any changes made to a campaign are only applied to uploads made after saving the changes. Changing any setting will not affect previously uploaded records that are already queued.
  • Scheduled invitations—such as reminders and delayed primary invitations—are managed through an hourly queue system. This means the system checks for and processes scheduled SMS once every hour. As a result, messages may not be sent at the exact minute they are scheduled, but rather during the next available hourly cycle. However, if an import process is completed, any scheduled invitations that are due at that moment can be triggered and sent immediately, without waiting for the next hourly cycle.
  • Additionally, SMS delivery may be subject to slight delays depending on the overall system load and volume of emails being processed at that time.


Primary Invitations: This setting is used to delay the sending of a primary invitation by 1 hour, 8 hours, 1 day, 3 days or 7 days or schedule a future date to send the primary invitation by selecting Order Date. 

  • The sending starts within the sending period window, e.g. if your primary invitation is set to start immediately but it's outside your Sending Period, it will send immediately once it's in the Sending Period.
  • The Order Date option will schedule the sending of primary invitations at the specified date based on the Order Date field value of your import file and your system's time zone. Please make sure the order date value is in this format: YYYY-MM-DD HH:MM:SS (Example: 2024-12-05 17:00:00)

    Sending Period: You are able to set when the survey invitations will be sent, based on the system's timezone. The surveys will only be sent during the period between "Start at" and "Stop at".

    Duplication Prevention: You are able to prevent a contact from receiving the same survey invitation from the same campaign within a set number of days. Please make sure the number of days is higher than your Global Duplication Rule, otherwise it will have no effect.

5. In the Languages step, choose all the languages for this campaign.



6. In the Templates step, choose a Sender Phone Number for each language and write their templates. You are able to add merge tags by clicking on Merge Tags { } button.



7. Save all your templates and double-check them, if everything is ok click on Next.



8. Activate the campaign if you'd like to enable it right away and click on Save and Close.




Priority


When uploading a file for SMS campaigns it tries to find a matching campaign starting from the highest priority and going to the lowest.

The priorities can be checked by taking a look at the Priority column or the order in which the campaigns are shown. The campaign on the top has 1 as priority which is the highest.





Searching in automated campaigns is very straightforward, just type what you're looking for and any matches in Priority, Campaign Name, Type, Survey, Owner and Last Modified Date across all pages will be returned shortly.


The search will look for exact matches within the Campaign Name, see the example below:

Search input: Support

Returned results: Support Links 1; PL-Support 01; Supporting Campaign.




Unsubscribes


Surveys are not sent for contacts that have been previously unsubscribed. When importing a file the system will check the Unsubscribes list and will not send any survey for these specific contacts.

If you wish to manage contacts in the unsubscribes list you can do so from the Unsubscribes & Bounces feature.




History


A campaign's history of messages can be accessed navigating to Campaigns → Campaign Suite and clicking on History.



In the campaign history page you will have access to a list of all messages generated for the selected campaign from the last 90 days.

Search: You are able to search CGID, To and Due Date columns, the search will look for matching results across all pages.


Columns:

CGID - Shows the CustomerGauge ID of the message, it can be clicked to be moved.

From - The sender used to send the survey invitations.

To - The contact in which the survey invitation should be sent to.

Status - The current message status.

Survey - Name of the survey assigned to the campaign when the message was generated.

Due Date - The expected date for the message to be 




Cancel Sending


The campaign history page allows you to easily cancel the sending of Queued and Scheduled messages.

Simply locate the message you would like to cancel the sending for and under the actions button (3 dots) click on Cancel message.






Importing for SMS


Import Configuration


When creating your import configuration for SMS in addition to all the fields you want, you will need to add the Delivery Vector field to it. The Delivery Vector field must be present in the upload file and have sms (lowercase) as the value.


Alternatively, you may select the Delivery Vector field to be auto populated by a value when uploading, in your configuration  select the field and fill it with sms (lowercase) as the value. This will make all records being uploaded using that configuration to have the Delivery Vector field with your chosen value added.


Example of a Delivery Vector field with an auto populated value:


Phone Number Format


The format for the phone number should follow these requirements:

  • Starts with the country code of the destination country for the phone number
    • e.g. 1 for U.S., 31 for Netherlands, etc.
  • Does not start with the international access codes such as +, 00 or 001.
  • Does not include special characters, such as a space ( ), comma (,), dash (-), or parentheses. 
  • Example: A phone number such as +1-(555)-555-1234 should be sent to CustomerGauge in the following format: 15555551234


File Setup to Assign Template Language


Important: Make sure your file does not contain the Language field.
The Locale field will conflict with the Language field and cause the importing to fail.


In order to assign the correct language template to a record, the Locale field is required in your Import Configuration and import file. To avoid any conflict, make sure your import configuration does not have the Language field present.


When adding the Locales, make sure they match the following format: the two-letter language code underscore the two-letter country code. For example: en_US; pt_BR; en_GB.
The locale field is not case sensitive, you may populate your file with values like en_us, PT_BR, En_Gb and they will all be valid.


For the full list of our supported locales, please visit the Locale Codes support page.