SMS for Eloqua User Guide
Contents
1. MARKETING DECISIONS SMS for Eloqua User Guide Marketing Decisions Eloqua SMS Connector User Guide A RAS N gt DECISIONS Contents E eet aarti E E Sas E teavetetien eect ceeenwarcoaiaace 3 Vek Whalis SMS TOF EOU lesona AE EETA 3 Ee COMMON NOVI OO enee a E L EE 4 OWNS NOTING arosine AEAEE EEEE E 5 2r ED A N a E E E E eee 5 2 2 Step 2 Adding the Marketing Decisions SMS Tool ccccccesseeeeeeeeeeeeeeeeeeeseees 5 odes OCUP aU O e E E E E T 5 2 2 2 Add the SMS Connector using the App Cloud ccccsececseeeeeeeeeeseeeeseeeeeeas 6 2 2 3 Add the SMS Connector Cloud Connector ccccseececeeeeeeeeeeeeeseeeeeeeseeeeeeas 7 2 3 Step 3 Adding Data Cards ecscccncccctesnescuscidcceseseecsssedgeiesevewescieenedsedeeseeteszesssciteteee 9 2 4 Step 4 Adding SMS OPt in ee cccccececseeeeceseeeeeeeeeseeeeseeeeeseeeeeseeeeseeeessneeeeas 13 2 5 Step 5 Adding a Delivery Receipt capture field cccceccccseeeeeeeeeeseeeeeeeeeeens 14 2 6 Step 6 Other Considerations cccccceccccsssccceseecceeeeeceeesaeececeeeeseeeeeseeeeseeeeeeas 15 3 SENICE OPEO E 16 Sl ACCOURLCIYDOS serrara E aewaceonesss sss eaeaiaceunionte tseubeeetenseenesee es 16 3 2 Setting up your account for the first tiMe ccccccccccseececeeeeeseeeeseeeeeseeeesseeeeseees 16 33 Sending d MESSAGE wessereeccs caressa satenedeatectusaees NEn ara EEEa 25 SA PONDO see E E E E 33 29 AOD ea E E E E E E E 332. Display Name Marketing Decisions SMS All other settings can be left to their default or set according to your own specifications ELOQUA A Get Started j Data Card Set jj Data Card Reporting i Insight Setup Help Please Select Below Quick Search Custom Data My Recent items d Data Card Set details v Marketing Decisions SMS Ria Display Name Marketing Decisions SMS v Test eee Description v vidyard_video rereh Type Custom Data Objects v Transaction Records Test Place in folder Unfiled X All Custom Data Objects G Custom Data Objects Default Entity Mapping used in upload B v Unfied Entity Type Contacts w 35 v Record of Transactions Entity Field Fault Adiois m y Vidyard_video 2 Next Click Next at the bottom right to continue 2 Although the next page looks blank select Data Card Fields from the top right followed by Add New Field Commercial In Confidence Page 10 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Setup Customer Central Logout u0e07 Help Data Card Fields 3 Within the Field Name box enter Content and set Data Type to Large Text Leave all other options to their default settings Data Card Field details Field Name Content Data Type Large Text w Large String Field max 4000 characters Field type used when editing a data card Textbox 8 wv D
3. Campaigns sse Contacts sight 4 Back to Setup A Get Started AB Users User Defaults and Settings Contact Security v G3 Dashboards li Reporting Please Select Below m Quick Search a Search a a Bill McNamara Users Groups User Name Bill McNamara a My Recent Items User Display Name Bill McNamara All Users O o m Users Account Type Regular System a Gy Unfiled User Must Change Password at next login Yes No User can maintain existing password v Customer Users User is Enabled Yes No User is disabled Integration Users Do Not Change User is Permitted Access Yes No User locked out after 10 failed login attempts Marketing Decisions Users Make User Visible for Customer Administrators Yes No This is a system user that should be hidden Time Zone GMT 10 00 Brisbane 8 v General Info Signature Fields e Security Groups Security Groups define the default interfaces and permissions that a user is granted All Security Groups Selected Security Groups Active Users Sales A API Users Add on Contact and Profile Setup Customer Administrator Advanced Users Marketing gt Everyone Basic Users Marketing Executive Users Prospect Profiler User Engage Users lt RR a Save With an APl enabled account you re now ready to set up a connector 2 2 2 Add the SMS Connector using the App Cloud To add the
4. Administration n a Social Media Eloqua for Company Cloud Outlook Defaults Components kannat Email Batch Control a Formats Web Data Commercial In Confidence Page 8 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING IELISIUNS RelelS Back to Setup loud Connectors allo ou to create applications that integrate with Program Builder steps to create robust marketing applications in the cloud This area allows vou to create a new cloud connector that OVERVIEW 30 UTS z YOU tO Creale appicauo a grate S JUG s g Eloqua Cloud Services Service Name as Seen in Program Builder Service URL e g http Awwweyourco com cloudapp aspx StepID STEP_ID amp Company COMPANY Callback URL e g http www yourco com cloudapp aspx StepID STEP_ID amp Company COMPANY Unique Id Add Current Registered Services External Service URL Callback Url Unique Id Active System https cloudconnectors eloqua com StepAdmin m Edit Math Function Calculator AutomatedStepOverview aspx StepID STEP_ID amp Company MathFunctionContact FA i COMPANY amp stepType MathFunctionContact X Delete lt TE y Edit Marketing Decisions SMS https sms marketingdecisions com au step con figuration StepID T 5 cc Connector STEP_ID amp Company COMPANY oer Asse Ed Delete The values listed above should be entered as they are laid out above This includes th
5. An example use case of this is where you are sending an SMS to a segment and a team member accidentally gets your Segment Criteria incorrect and sends the SMS to your entire marketing database While for many clients this may not be the end of the world those with 100 000 clients may be hit with a hefty invoice at the end of the month Commercial In Confidence Page 20 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Please note these values are chargeable blocks not messages therefore a message consisting of 200 standard characters would be treated as 2 chargeable blocks Override Monthly SMS Limit This is the number of chargeable SMS blocks we have limited your account to If you are billed for your SMS directly through Dialogue then most likely this will not be set No Limit otherwise if we may impose a cap on your account My Monthly SMS Limit This is a limit you have imposed on yourself You are free to cap your SMS usage to any number of chargeable blocks If you sending out a batch of SMS messages the Connector will first check to make sure sending this batch will not exceed your limits If it does the SMS will not be sent and you ll receive an email indicating that you are about to exceed your SMS limitations Opt In Settings Opt In Field Opted In Value Opted Out Value Opt In Field the requirement for SMS opt in is discussed in an earlier section 2 4 of this guide T
6. Marketing Decisions SMS Connector to your App Catalog go to this URL https login eloqua com Apps Cloud Admin Catalog Add 8ecc6e8d 11e2 4b45 8e2f 3a35d8c97e93 C5 06 D0 CB F3 C4 DE B7 12 A1 93 36 3E 00 59 6B When the verification screen appears click Accept Apps Are you sure you want to install this app App Details Icon Url https sms marketingdecisions com au Images logo marketing decisions square png Name Marketing Decisions SMS Connector Description Send SMS messages direct from Eloqua using this connector Short Description Send SMS messages direct from Eloqua using this connector Client Id 8ecc6es8d 11 2 4b45 8e2f 3a35d8c97e93 Cloud App Current Status Up At this point the SMS Connector app is not setup in the app cloud Check your status if it doesn t say Ready then you may need to perform a management step to re install the app Commercial In Confidence Page 6 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Marketing Decisions aoe Send SMS messages direct from Eloqua using this connector Ready Up manage Connector l Re install Up Uninstall Please note this can also happen if you are installing the app prior to having an account setup for you If you haven t already got an account in our SMS Connector then please contact us as soon as possible To confirm everything is working click the Status button on the end of the SMS Connector l
7. SMS This is a regulatory requirement in some countries If you are using Automatic as your originating address and someone replies HELP this auto response is triggered Keywords This field allows you to specify which keywords you want to search for in their response Enter each keyword then press the TAB key or comma to move onto the next word You can enter as many as you want here The connector will always search for HELP as a backup Customer support info Company name Commercial In Confidence Page 24 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Service description Additional carrier costs Frequency for your service Opt out info provides details of how the recipient can opt out of future SMS communications The default message will be sufficient Other info any further info you want to include HELP response preview this is populated automatically based on the information you enter in the fields above This will give you an idea of the final message size Should be your company name should include a short overview of the service the default message will be sufficient should give an idea of the frequency of the MT SMS Should include a non premium rate phone number the recipient can contact if they have any questions E g 0409 XXX XXX Customer support info Labels New La bel Add New N Tags Add New Labels labels can be used to create additio
8. and therefore remain part of the polling schedule The polling schedule can be interrupted by using the Trigger Now button as discussed in section 3 3 3 5 Reporting Reporting using the Cloud Connector Commercial In Confidence Page 33 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS A Step Reporting Summary will be available from the Step Reporting tab The information available here is The number of contacts processed during this date range The number of messages sent during this date range The number of message segments scheduled during this date range You can also see specific behaviour associated with a contact by viewing the Data Cards within the Eloqua system o Please note scheduled SMS messages will be included on the date they are processed in this reporting however if you have Data Cards enabled the Time Stamp field records the actual message send date Key information about each delivery method ie o Number of sends message segments failures and attempts to opted out contacts o Number of Incoming messages including STOP and HELP requests and opt out rates for the messages sent during that date range STEP CONFIGURATION GLOBAL CONFIGURATION STEP REPORTING Step Reporting Choose Reporting Period Date Range 10 1 2013 10 31 2013 Show Report First choose a valid date range please note these dates are in US format and click Show Report The d
9. in logic discussed in the preceding sections Keywords This field allows you to specify which keywords you want to search for in their response Enter each keyword then press the TAB key or comma to move onto the next word You can enter as many as you want here The connector will always search for STOP as a backup Company name Should be your company name Customer Support Info Should include a non premium rate phone number the recipient can contact if they have any questions E g 0409 XXX XXXX Discontinuation Message The information relating to what has happened to their account if required Other info any further info you want to include STOP response preview this is populated automatically based on the information you enter in the fields above What you see here will be sent out to message recipients if they choose to send a STOP reply to your original message Commercial In Confidence Page 23 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS SMS Help Response Choose the text to search for in the message to procesa HELP response HELP WHY x Company Name amp Compan Service Description Test Aditional Carrier Costs Test Frequency amp Often Customer Support Info amp Opt Out Info amp Other Info ww Preview of Help Message Company Test Test Often SMS HELP response This is an auto response sent to recipients who reply HELP to an MT
10. will be required to map data cards to Contacts Because of the way Eloqua uses the Cloud Connectors everything is based on Contacts so at the time of executing a program the connector only knows about individual contacts If using Data Cards by mapping the card to a contact you can be sure the connector can find the appropriate data card that needs to be SMS d out If there is more than one unsent data card for the same contact a use case of this would be registrations at more than one event the connector will identify those and send out both SMS messages in the same batch Commercial In Confidence Page 28 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Once your data source has been chosen click Set Data Source and the rest of the page will open up with the fields available in your selected Data Source Message Settings Originating Address Type User Defined x Originating Address MDecisions Phone Number Field Mobile Phone x Message This is a test messagel Character Count 22 Message Count 1 The Message details section contains some options we have discussed previously on the Global Settings tab Originating address type Originating address and Phone number field These settings will default to the value set within Global Settings However when selected on the Step Configuration tab they override the default settings for this particular step Message box allows
11. A UP ON eea E taaenenesuediccesinistentenens 38 4 1 Marketing Decisions SMS for ElOqua ccccccccccceeeeeeeeseececeeeeeeseeeeeeseeeesseeeeeeaas 38 de al 0 6 b ee nee eee a er er eee eee nee ee ee ee eer 38 5 FAUS aor ce cinder eter eee a severe tare eee Geant eee deee ceaveccaquaneceenbeceeseoe cnanguceeu 39 5 1 Questions when USING the service cseeccceeeeeeeceeeeeeeaeeeeeceeeeeesaeeeeeseeeesseeeeeaas 39 52 VEOUIDISSIIOOUING crisser csin i Em EE Ea i Eaa E E EEE ENES 39 Commercial In Confidence Page 2 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING 1 DECISIONS Overview 1 1 What is SMS for Eloqua SMS for Eloqua extends the reach of the powerful Eloqua platform by introducing an additional medium to communicate with your customer base SMS is a fantastic way to reach customers with timely information SMS is personalized and private SMS is flexible and timely It provides significant cost savings versus traditional marketing methods It s easy to broadcast to large numbers of recipients Special events announcements tailor made messages with names addressed etc 97 of SMS messages are opened mostly within a few minutes The SMS functionality is integrated with the Eloqua platform via a Cloud Action connector It can be accessed either via Campaign Canvas E10 or Program Builder E9 or E10 This makes it easy to incorporate and automate SMS into your workflow Commerci
12. Decisions SMS Overview Select the search criteria for participants you would like view Search Custom Object Records Custom Object Record Field Time Stamp M Between y Search Value 11 01 2013 and 11 08 2013 Search for Custom Object Records D Help Click Search for Custom Object Reords to display the data Marketing Decisions SMS Overview Select the search criteria for participants you would like view Search Custom Object Records Custom Object Record Field Time Stamp v Between y Search Value 11 01 2013 and 11 08 2013 Search for Custom Object Records D Help Total Records 22 Date Created Date Modified Mapped to Contact Message ID v 11 1 2013 10 33 38 AM 11 1 2013 10 33 38 AM mark etingdecisions com au D064FF502DE7416F8E32FA234FA8BC0S UserKey Label User The key information shown here is Step ID associated with the MT SMS Direction of the SMS From ie the originating address Automatic will show as auto generated however for User Defined it will show the actual value entered The actual content of the message Wider reporting is available on Data Cards from within the Eloqua system by navigating Evaluate gt Database Management gt Custom Objects Commercial In Confidence Page 37 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS 4 Support 4 1 Marketing Decisions SMS for Eloqua Marketing Decisions SMS for Eloqua is powered by Marke
13. In Confidence Page 12 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Data Card Fields Mozilla Firefc Eloqua Corporation CA https secure eloqua com Agent ModalLoad aspx xsrfT oken b4dc71e1 7945 41 e4 8bac 848ada394e10 amp agent c rg ES Data Card Fields Marketing Decisions SMS Data Card Field v Content Sa From y Direction SA Step iD y Email Address SA v Failure Reason S DR Status Code e DR Description Sa v Time Stamp Sa y UserTag Label y UserKey Label SA Message ID Close Your Data Card is now setup 2 4 Step 4 Adding SMS opt in As with other types of electronic communication it is critical that your customers can opt out from receiving future communications To facilitate this it is recommended that you set up an SMS opt in option against your contact records This will typically take the form of a specific SMS opt in field To add a specific SMS opt in field E9 1 Within the Eloqua system navigate Evaluate gt Database Management gt Database Setup gt Contacts gt New Contact Field 2 Create a new contact field called SMS Opt in as a standard text textbox field E10 Commercial In Confidence Page 13 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS 1 Within the Eloqua system navigate Setup gt Fields amp Views gt Fields gt for new field bottom of window gt Add C
14. Setting up your account for the first time Are your contact s phone numbers stored in international format In order to send SMS it is important we know the country the phone number is associated with ie the home network it may be that the user is roaming abroad Ideally your contact s numbers should be stored in international format however we do supply a tool to assist normalising your numbers which is discussed in section 3 Service Operation An example of international format is 0044797XXXX or 44797XXXX Commercial In Confidence Page 15 of 39 Marketing Decisions Eloqua SMS Connector User Guide pags IELISIUNS 3 Service Operation 3 1 Account types Following signup to the product you will be issued with two sets of credentials being a Access to the connector b Access to the SMS Gateway 3 2 Setting up your account for the first time The first time you login to configure the Marketing Decisions SMS for Eloqua cloud connector you will be taken automatically to a welcome page and be asked to begin setup of the Cloud connector 61 7 5679 3446 CONTACT US MARKETING M DECISIONS Eloqua SMS Cloud Connector Welcome My Logout GLOBAL CONFIGURATION Welcome to the Marketing Decisions SMS Cloud Connector Welcome to the Marketing Decisions Cloud Connector To start your configuration please click the below button If you have any questions please do not hestitate to contact us gt B
15. al In Confidence Page 3 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING 1 2 Common terminology Bulk SMS MSISDN MO MT OA Commercial In Confidence DECISIONS The sending of large numbers of SMS messages for delivery to mobile phone terminals This is what the SMS for Eloqua service is based around Mobile Cell phone number Mobile Originating A message which is sent from the handset into the service Mobile Terminating A message which is sent from the service and is received on the handset Originating Address This is what is displayed on the handset to indicate who the message is from There are 3 types of OA Long number This is the standard mobile number format and is used by the SMS for Eloqua service and is referred to as Automatic within the application and the rest of this guide Short code For example 80010 These are often used in situations where you want the consumer to be able to easily remember the number for example competitions and marketing material Alpha numeric This is usually a word but can be any set of letters and numbers The limitation here is that it does not Support 2 way messaging This is referred to as User Defined within the application and the rest of this guide Page 4 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS 2 Provisioning 2 1 Step 1 Signup If you haven t already signed up to Marketing Deci
16. ata will be displayed as follows The summary provides an overall perspective of messages during the date range This is effectively your billing summary Chargeable Blocks reflects the number of actual SMS messages sent ie an SMS of 200 characters will count as 1 to the Messages Sent count but 2 to the Chargeable Blocks as SMS messages are charged per chunk see section 3 3 for more information Commercial In Confidence Page 34 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Summary Contacts Messages Chargeable Processed Sent Blocks 316 318 471 Outgoing messages provide a summary of the number of outbound messages sent during the date range Outgoing Messages Chargeable Messages Sent Failures Opt Outs Blocks 318 471 0 0 Incoming messages provide a summary of the inbound messages including the number of STOP and HELP requests and other requests Incoming Messages Incoming Replies Total Replies r Stop Requests Help Requests Other Replies Received 0 0 0 0 Responses Sent N Stop Requests Help Requests Other Replies 0 0 0 0 Opt Out Reporting is available in further detail using the Data Cards inside Eloqua provided that option has been selected Commercial In Confidence Page 35 of 39 Marketing Decisions Eloqua SMS Connector User Guide Reporting using Data Cards MARKETING DECISIONS If you have Eloqua Data Cards turned on then all SMS messaging including Incom
17. cribe each individually Eloqua and SMS API Credentials Here you can update the credentials as described in the above functions Eloqua Credentials Update your Eloqua Credentials SMS API Credentials We use Dialogue as our preferred SMS partner If you don t already have an account with them please Contact Us Update your SMS API Credentials Regional Settings Country lt Please Select gt Normalise Phone Numbers Yes No Timezone lt Please Select gt In the Regional settings you are able to select your country and time zone Country This is the default country you are sending messages from this can be overwritten per message This affects how the Phone Number Normalisation works Phone number normalisation if your contact s phone numbers are stored in a local format rather than international format you can set default normalization behaviour by checking this box Based on the country selected the system will automatically attempt to put the number into the appropriate international format for message submission It is recommended that all contact s phone numbers are stored within international format as standard If a contact is already in international format including ones which do not match the rule set here the system will ignore it Commercial In Confidence Page 19 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Timezone this timezone sett
18. e URL no editing of the URL is required Once entered click Add With this Cloud Connector installed it will now be an available option within a step in Program Builder or Campaign Canvas E10 You can use it once twice or as many times as you like as you would a normal Program Builder or Campaign Canvas step 2 3 Step 3 Adding Data Cards Data Cards are used within the Eloqua system to store additional information about a contact These are important if you would like to record any outgoing or incoming messages associated with a contact The SMS for Eloqua service allows you to either have these switched on or off across your entire contact base For details of how to switch these on or off please see section 3 2 Setting up your account for the first time If you do not want to use SMS Data Cards you can skip this step SMS Data Cards can always be added at a later stage To add SMS Data Cards it is important to follow the steps below closely as the actual name of the Data Cards is critical in their correct operation 1 We need to add a new custom data object E9 Within the Eloqua system navigate Evaluate gt Database Management gt Custom Objects gt Data Card Set gt New Custom Data Object Commercial In Confidence Page 9 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS E10 Within the Eloqua system navigate Contacts gt Custom Objects Enter the following details
19. e entered into the message box and the character count will automatically be reduced correctly dependent on encoding requirements Message Personalisation Message ta This is a test message to my friend FirstName It is for an appointment at AppointmentDate Character Count N A Message Count N A Message Personalisation Eloqua Field Format Default Value TestValue O First Name v Y FirstName O Appointment Date v h mm tt v Time Add New Message personalisation allows you to tailor a message to an individual For example in the message shown above we are sending a test message to a person and we want to include the contact s First Name in the message To do this we select the appropriate field from the Eloqua Field list then enter a default value which is used when that field is empty or Test value used when testing the message To add the field into the message put the cursor where you want the personalisation to appear in the list and click the Green plus This will add the field name in prefixed by The characters are important so the connector knows to replace that particular character combination with the relevant personalisation field The personalisation list has an optional Format parameter which is only applicable to date fields If you want to merge a date field into your message i e Don t forget your appointment on 3 October 4 45pm choose your field from Eloqua and then c
20. efault Value Display After mone we Pes Fes Fes Click Save and Close this is important rather than just clicking Save You will now see the new field listed 4 Repeat steps 2 and 3 to add the following fields as standard text not large text entitled From Direction Step ID Email Address Commercial In Confidence Page 11 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Failure Reason Time Stamp save as a date time field Message ID The following 2 fields need to be added but will only be populated if you choose to report on the Labels functionality discussed later in this guide UserTag Label UserKey Label The following 2 fields also need to be added but will only be populated if you chose to report on the Delivery Receipt functionality discussed later in this guide DR Status Code DR Description However in all the above instances leave the Data Type field as Text except for Time Stamp and all other settings to their default values Once again click Save and Close after each one An example for the first one in the list is shown below Data Card Field details Field Name From Data Type Text v String Field max 250 characters Field type used when editing a data card Textbox v Default Value Display After none v At the end of the process you should have the fields below the example provided is where all the above fields have been added Commercial
21. egin Setup 2013 Marketing Decisions You will be walked through a workflow completed by setting all fields in the Global Settings Your details entered along the way will be verified and checked for consistency Click Begin Setup to start configuring your cloud connector instance Without completing this initial configuration of the Global Settings you will not be able to access the other tabs Global Settings record the key details associated with your account such as the appropriate credentials used in message submission It also sets the default behaviour for every time you go in to configure the cloud connector for a particular step Commercial In Confidence Page 16 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING We will discuss each of the options one by one Eloqua credentials In this section you should enter a set of Eloqua API enabled account credentials These are used when calling your Eloqua account to enable retrieval of contact information and access the Program Builder or Campaign Canvas steps This global set of API details will be used across your instance of Eloqua so it may be appropriate to set up a specific API access account on the Eloqua platform for this service This will reduce the likelihood of problems associated with password changes or staff turnover It is important to note that if the Eloqua system requests you update the password for this account you will also need to revi
22. ere are any contacts This means that when contacts arrive into that step they are sent to us and processed immediately rather than waiting for the SMS Connector to retrieve data from Eloqua Program builder however uses the polling method Due to the nature of the Eloqua Program Builder contacts are not necessarily introduced to a step immediately Throughout the life of a program contacts may appear against a step at varying times based on the logic of the program The SMS for Eloqua cloud connector polls each step with an associated SMS for Eloqua configuration once every 5 minutes to check for contacts Should contacts be found the appropriate SMS configuration is invoked for that step and appropriate MT SMS sent to those contacts The contacts are then moved on to the next step within the Program If no contacts are found within the step following 5 successive attempts 5 minutes apart the polling time is doubled for that step This polling logic is repeated no contacts within 5 successive attempts and the polling time is doubled until contacts appear within the step Once contacts appear within a step the polling resets back to 5 minute intervals Each day the polling service resets itself back to 5 minute intervals for all steps regardless of whether contacts were found or not In addition each day the SMS for Eloqua Step Cleaner checks for deleted steps and removes those from the polling schedule Archived steps cannot be identified
23. f API Credential this section allows you to provide your mobile phone number and verify that you have the SMS API credentials setup correctly If the Validate My Credentials box is ticked when you click Validate and save the connector will verify you have the correct credentials by attempting to send a test message If the test message works then your credentials are valid and will save and the connector will move onto the next screen If it didn t work an error will appear advising as such and you will need to re identify your credentials Validate Your SMS Credentials To ensure your SMS API credentials are provided correctly please complete the below and then click Test This will send a test message to the mobile number provided Please note this message will be counted to your usage Validate My Credentials Your Mobile Number Country Australia v VEIER Cancel Please note this test message if successful will be added to your billing This is the only way at this stage we Commercial In Confidence Page 18 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING have of verifying that the correct API details have been entered It is important to have this right as it can cause a great deal of problems down the line if incorrect Once the API credentials have been validated you will be taken to the Global Configuration page There are a number of sections to this page We will des
24. g schedule for that step If contacts haven t entered that step for some time it is possible that the polling schedule may be longer than 5 minutes You can try using the Trigger Now option to reset the polling interval Q It doesn t appear that all MT SMS have been sent when sending an extremely large broadcast to a large number of contacts in a step at one time A The Eloqua platform currently has soft limits on the number of API calls which can be made per customer on a daily basis Please check with Eloqua support if this is causing problems Commercial In Confidence Page 39 of 39
25. he appropriate configuration as discussed earlier in the guide these can then be recorded via Data Cards Send Test Message Phone Number send Test Message Please note any changes made to this message configuration since the last save will not be reflected in the test send Please save your changes before sending your test This option allows you to test send your message in the event you are reaching a new destination network Commercial In Confidence Page 32 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Next Poll Time Thursday 19 September 2013 10 00 AM Trigger Now Once you have saved your step configuration this additional option appears along with a Trigger Now button Please note this is only used when integrating the SMS Connector with Program Builder Section 3 4 discusses Polling in more detail The Next Poll Time is detailed here along with a button which allows you to immediately send the pre configured message to any contacts which are in the step at the current time By selecting Trigger Now and assuming contacts are waiting in the step to be processed this button also resets the polling interval back to the minimum period 3 4 Polling Depending on which method you have used in configuring your SMS step Campaign Canvas or Program Builder polling may or may not be required For Cloud actions setup via Campaign Canvas we have built the SMS connector to notify us if th
26. his dropdown allows you to select the appropriate opt in field from those you have set up on the Eloqua system Once again your Eloqua API credentials must be validated before the dropdown is populated Opted in value this is the value you have set within the Eloqua system to indicate the contact is opted in to receive SMS If you have set up a specific SMS Opt in field as per this guide you should enter yes Opted out value this is the value you have set within the Eloqua system to indicate the contact is not opted in to receive SMS If you have set up a specific SMS Opt in field as per this guide you should enter no Commercial In Confidence Page 21 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING Eloqua Message Tracking Use Contact Field for Delivery Receipts Yes O No Delivery Receipt Contact Field Name SMS Delivery Receipts Use Eloqua Data Cards Yes No Use Data Cards for Delivery Receipts ba O No User Contact Field for Delivery Receipts as discussed earlier in this guide if you have opted to use a field for capturing Delivery Receipt information you can enable and select this field from here Delivery Receipt Contact Field Name If yes is chosen in the field above please select the appropriate field from the list Use Eloqua Data Cards This option allows you to indicate whether or not SMS details will be recorded in Eloqua Data Cards inside your Eloqua In
27. hoose the format you want to display the field in Use the red cross to delete personalisation don t forget to save Commercial In Confidence Page 30 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS You will notice the message counters now display N A as the message is likely to be of varying length determined by the length of the values stored in the Eloqua system Scheduling Schedule Message to be sent O Immediately Using a Merge Field Field containing Scheduled Time amp The Scheduling option allows you to set your message to be sent to the contact at a given point in time This is particularly useful when you are sending an SMS regarding an appointment for example Your appointment at lt location gt will be on at lt time gt and you want this to be sent to the contact 15 minutes before the appointment As part of this process in the Phone Number Normalisation section When you are setting your schedule field in the Connector Schedule Message to be sent this allows you to indicate if you want this message to be scheduled or sent immediately By clicking Using a Merge Field the other scheduling options will be displayed Field containing Scheduled Time This is the field from the Data Card which contains the approximate date to be sent It is recommended you use the actual date of your appointment event for this field Send SMS before after Scheduled T
28. ime This field allows you to indicate how long before or after the scheduled date the SMS should be sent e The first box is the offset value Enter the number of minutes hours days before or after the scheduled time to send the message e The second box indicates the offset type Minutes Hours Days e The third box allows you to specify whether it this should be sent x minutes hours days before or after the scheduled time Using the example above if the appointment date was October 5 2013 at 3 00pm the message would be sent to the contact on 2 45pm October 5 2013 15 minutes before Please note if the scheduled send date time is in the past the message will be sent immediately Commercial In Confidence Page 31 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Phone Number Normalisation Normalise Phone Numbers Yes O No Country ta Australia Timezone ta UTC 10 00 Brisbane Phone number normalization is discussed under the Global Settings section of this guide However the default behaviour can be changed for a specific step from here The Timezone for this message can be overwritten as well Tags and Labels User Label lt No Tags Available gt Yv User Tag lt No Tags Available gt The Labels section will appear if you have set up Labels within Global Settings This allows you to assign a User Tag and User Key to outbound SMS With t
29. ine The response you should receive is Success App provider responded with OK N Close At this point your Cloud Action is setup and ready to use 2 2 3 Add the SMS Connector Cloud Connector Please note this step is only required should you wish to run the SMS Connector from Program Builder If you will only be using Campaign Canvas to process SMS messages then this step is not required Each connector is identified by a Service Name a URL and a Unique ID For Marketing Decisions SMS for Eloqua these details are Service Name Marketing Decisions SMS Connector URL https sms marketingdecisions com au step configuration StepID STEP_ID amp Company COMPANY Unique ID MarketingDecisionsSMS You will need to copy each of these details into Eloqua To install this Cloud Connector in Eloqua E9 go to System Management and you will see the Cloud Connector Manager on the left side Setup gt Management gt System Management gt Cloud Connector Manager Commercial In Confidence Page 7 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Thl Hows Goretinned Ummuwster Aubomaer tvskaber Lampapnst Setup Custoner CevTo tducaton f My Alerty Logout Management User Management Configuration rfertsces ard i Get Started sees Sealed Hebw lt t LJ Wf risens Manage LI of Cloud Connector Vansger ag TB company Destsy Settings ara Cloud Cornactars ailow you te create apeicat
30. ing and STOP HELP replies will be recorded in the Marketing Decisions SMS Data Card object Please note the below screen shots are using E10 From the Contacts menu choose Custom Data Objects z Campaigns A Contacts Accounts Prospects Contacts insight 2 S Custom Segments Objects Data Tools Shared Library Select Marketing Decisions SMS and then in the Custom Objects menu click Search for Custom Object Records Marketing Decisions SMS 43 Custom Object Records Custom Object details Display Name Description Type Display Name Field Unique Code Field Email Address Field Total Number of Custom Object Records Custom Object parameters tr Default Entity Mapping used in upload Entity Type Entity Field Header Fields Marketing Decisions SMS CDO For SMS Cloud Connector Custom Data Objects Email Address w none Email Address 43 View Custom Object Records none v Contacts w Email Address Custom Object Record Fields a Field Mapping Copy Custom Object 2 Custom Object Record Services 2 New Custom Object Record Upload Custom Object Records 4 Check Dependency In the new window search for the relevant field email address for contact email addresses Timestamp Commercial In Confidence Page 36 of 39 Marketing Decisions VD Eloqua SMS Connector User Guide MARKETNG Marketing
31. ing will determine how the messages sent are displayed on the Step Activity Reports tab Also if you have Eloqua Data Cards or SMS Forwarding turned on this timezone setting will convert the message date time into the appropriate timezone for you Message Settings Originating Address Type Originating Address Phone Number Field lt Please Select gt y Originating address type User Defined MT SMS are sent with an alphanumeric originating address specified by you in the field below If you use letters or a fake number 2 way communication will not function as the replies will not be routable by the network operators You could however use a specific MSISDN in this field if you wanted replies to go direct to that MSISDN Automatic You are assigned a default number from the gateway which could be different on each use of the Connector This allows 2 way communication Originating address this field allows you to set the originating address of MT SMS when selecting User Defined in the Originating address type dropdown Phone number field this is the field within the Eloqua system that you use to store MSISDNs We use this field to retrieve the MSISDN when a contact appears in a step Monthly SMS Limits Override Monthly SMS Limit set by Marketing Decisions Not Set No Limit My Monthly SMS Limit This section allows you to impose a restriction on your account to ensure you don t exceed a certain number of SMS
32. ions that intagrate wits Program Builder stegs to create robust marketing applications in the cloud This area allows you ta create a new cloud conmertor that wil he displayed te Elequa users in program Buider when they select a Cloud Cannector o a Das boerd Settings It t h Li w te O Ema Settings O SG Warage Dispiny Formata Eloqua Chud Servines i ER Fetty Fxpralesi HW writers Service Hame a9 Seen in Program Builder O G waster txcuds Let Service URL O S view Curen chats ag htio Awn yauco convoloudanp aspx Steni D STEP IO Campany COMPANY o 3 View Current Agerts 0 2 Sram Setings LI SE Company intese gt Add Current Regstered Services Extemal Service URL Unique Id Active System TEST SMS nite waw mecisralls com cioudapp pap Step gt iy py Edit eho eS STTP_IMaCampary COMPANY 7 X Dek ilps _Swwaw Dlackstants comyStepAdmin AulomatedStepOvemew asg s Edit Jigsaw Comsory Search StaplD STEP OL4Company iCOMPANY 1 F Astapl ype JigsawComaanySaarcch X Dele ilps www Dlackstar s 1 com SepAdmunAulomaiedSlepOvemew asg Edit Jigsaw Comact Search Stapi D ISTEF DL Company iCOMPANY 2 Ei Astapl ype JiqgsawContactSaarch X Dek b ihawan Diacksarish cor S ni Auk ASpK WebEx Ragaiter mere yn 7 aeey spor e p veriew aspx g sp Edit amp ttancisa aplb Ustompan ioh s x an 4 Hi In E10 go to Setup and choose Cloud Connector Rele s Preferences LR E Profile Notifications
33. nal identifiers for outbound messages very useful for identifying the messages sent as part of a campaign or event For customers using the MIS application User Tag and User Key are fields associated with an MT SMS To add new labels or Tags click the Add New button and enter in the details of the Label Tag you want to create 3 3 Sending a message To add the cloud action to a campaign in Campaign Canvas click on the purple Actions header Commercial In Confidence Page 25 of 39 Marketing Decisions Eloqua SMS Connector User Guide Segment Members ssets i n z Landing Page reporting only sd Email Form reporting only 4 Clicked Email 1 Compare Contact Fields Compare Custom Object Fields Shared List Member T Shared Filter Member Opened Email Sent Email Submitted Form Visited Website Z Send to Cloud Connector i Add to Campaign Add to Program Add to Shared List GH Move to Campaign Move to Program Move to Shared List S Wait Remove from Shared List Add to Program Canvas Move to Program Canvas MARKETING DECISIONS Then when the next menu level appears drag the Marketing Decisions SMS Connector onto the canvas Q Entersearchiem x3 Send to Cloud Connector Add to Campaign 4 Add to Program Add to Shared List Remove from Shared List Move to Campaign 4 Move to Program Move to Shared List wait Exte
34. ontact Field 2 Create a new contact field called SMS Opt in as a standard text textbox The SMS for Eloqua service will automatically opt out contacts who reply STOP to an MT SMS with an OA set to Automatic If you receive an opt out request via any other means including but not limited to over the phone email or in writing then you should manually opt the contact out of future SMS communications 2 5 Step 5 Adding a Delivery Receipt capture field A SMS Delivery Receipt may be issued by the network operator to provide status information Whether a Delivery Receipt is issued is dependent on the country and operator in question however in the large majority of cases they are issued Delivery Receipts are not always reported back instantly by the network operators and factors such as whether the phone is within coverage also play a part As such the timing and order in which the Delivery Receipt information is reported back may vary In the section Adding Data Cards we discussed adding field names to the Data Card which capture this information However you may decide not to use Data Cards or have a further requirement to track Delivery Receipts in an alternative manner This can be facilitated by adding a Delivery Receipt capture field against each Contact This is not a mandatory step so as with Data Cards if you do not wish to use this functionality you can jump to the next section of the guide The Delivery Receip
35. rnal Activity Marketing Decisions SMS Connector Commercial In Confidence Page 26 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS This will take a second or two while your step is initiated Once done you can right click the cloud action and configure it This will take you to the SMS Connector login screen or the Step Configuration page if you have already logged into the SMS Connector age Step name son Cloud Action X Marketing Decisions SMS Connet Cloud Action Click to configure the cloud action Automatically route contacts with errors from cloud app 61 7 5679 3446 CONTACT US R M EE Eloqua SMS Cloud Connector Welcome Mark Logout STEP CONFIGURATION GLOBAL CONFIGURATION STEP REPORTING Step Configuration The Step Configuration tab allows you to configure an outbound MT message associated with a step in the Eloqua Program Builder When you select this tab you will notice that some options have automatically been set for you based upon the default behaviour set within Global Settings The Connector allows you to pull information from either Contact fields or a Custom Data Object of your choice The first screen you see is this option Choose your source of Data Use Merge Data From Contact Fields Custom Data Objects Set Data Source Choose your source of Data e Contact Fields this will allow you to p
36. sions SMS for Eloqua simply visit http www marketingdecisions com au and select SMS Cloud Connector as your Service of Interest Add any comments and submit We will get right back to you to set up an account for you 2 2 Step 2 Adding the Marketing Decisions SMS Tool Following signup you will need to add the SMS connector to your Eloqua instance There are two ways to do this The most common way is by adding it via the App Cloud This will setup the SMS Connector as a Cloud Action inside campaign canvas If you want to use the SMS Connector via Program Builder then please also make sure that step is followed 2 2 1 Setup a user First you need to have your account set up correctly Please ensure that your company is enabled for API usage and that the user account you plan on using is enabled as an API user If you are a customer administrator for Eloqua you can go to the user management tab and ensure that the user has the API User role enabled as well as one of Advanced User Marketing or Basic User Marketing User Role It may be appropriate to create a new generic API user specifically for this service This reduces the likelihood of changes being needed following staff turnover Please feel free to contact Marketing Decisions if you require assistance setting up an account Commercial In Confidence Page 5 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS Relels
37. sit this section to update here as well Eloqua Configuration Please enter the credentials of your Eloqua user Please note this user must have API privileges assigned to it to be able to function Eloqua Credentials Client Name MyEloquaClient User Name MyApiUser Password 2013 Marketing Decisions Once entered click Next to move to the next step in the workflow SMS API credentials Once the Eloqua credentials are supplied the next step is entering the Dialogue API Credentials If you have a direct account with Dialogue you would have been supplied the API credentials required to be entered into here Otherwise please use the API settings we have provided in your welcome email There are two sections to this form 1 SMS API Credentials this is where you need to supply your API credentials as supplied by us or if Commercial In Confidence Page 17 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS you are billed directly through Dialogue the credentials supplied by Dialogue SMS API Configuration We use Dialogue as our preferred SMS partner SMS API Credentials Please enter your API credentials supplied either by Marketing Decisions or Dialogue Communications if you are sending more than 10 000 messages per month User Name optussmb api optussmb Password If you want to keep the same password don t enter information into this field 2 Validation o
38. stance It is recommended this is set to Yes However if you don t have Eloqua Data Cards on your Eloqua instance please select No Use Data Cards for Delivery Receipts This field allows delivery information to be applied to Eloqua Data Cards If data cards are used this should always be set to yes SMS Reply Forwarding Email Address SMS reply forwarding you can enter a catch all email address for MO SMS replies to outgoing messages You could set up a mailing list and add that address into this field if a group of people would like to see responses over email If you have Data Cards set up MO SMS will also be logged against each contact Commercial In Confidence Page 22 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS SMS Stop Response Moose the text to search for in the message to process a STOP response STOP CANCEL UNSUBSCRIBE QUIT STP x Company Name Test User Customer Support Info amp Call 1300 Support Other Info ta Discontinuation Message You have been unsubscribed Preview of Stop Message Test User You have been unsubscribed Call 1300 Support The SMS Help Response is an auto response sent to recipients who reply STOP to an MT SMS This is a regulatory requirement in some countries If you are using Automatic as your originating address and someone replies STOP this auto response is triggered and the recipient is opted out based on the Opt
39. t capture field works by storing a letter to represent the status of the most recent 10 SMS sent Once the field has 10 values and further SMS are sent each new status code is added to the end of the list and the first is removed Example DSDDDDSDDD Swill result in SDDDDSDDDS The following three letters are represented D Successfully delivered S Soft Failure Marketing Decisions has tried to deliver the message including our standard retry mechanisms but has not been able to The user can try sending the message again F Hard Failure Marketing Decisions is unable to deliver the message due to issues outside of Marketing Decisions control Trying to re submit the message will result in the same hard failure P Message Pending At the time of sending Marketing Decisions was unable to determine if the message was delivered or not and will keep trying Please note this value will not be updated once the message is sent To add a specific Delivery Receipt capture field repeat the above process for addition of a field and name it SMS Delivery Receipts Commercial In Confidence Page 14 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS 2 6 Step 6 Other Considerations We would suggest at this point that you consider the following Which Eloqua contact field are you using to record the contact s phone number This is important information for when we move onto section 3 2
40. ting Decisions Pty Ltd Website http www marketingdecisions com au Email enquiries marketingdecisions com au Phone 61 419178404 4 2 Eloqua For general Eloqua enquiries please contact Oracle support Commercial In Confidence Page 38 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS 5 FAQs 5 1 Questions when using the service Q What happens if have multiple contacts sharing the same MSISDN A MT SMS will be sent to the appropriate contact based on that contact entering the desired step within Campaign Canvas or Program Builder MO SMS will result in the Data Card being updated for the most recent contact to be sent an MT SMS Q Why does the number processed not equal SMS sent on the Step Activity tab A In some case for instance if invalid data has been added into the MSISDN field within the Eloqua system it may not always be possible to route the SMS In these situations the contact is moved onto the next step in the Program but no SMS is sent Q What happens if delete a step A Once a step has been deleted there is no mechanism to retrieve the original cloud connector configuration data for that particular step This includes SMS configuration and Step Activity data For this reason it is important to record all appropriate information before completing this action 5 2 Troubleshooting Q It appears MT SMS are not being sent in a timely manner A This may relate to the pollin
41. ull all your merge data from Contact Fields Commercial In Confidence Page 27 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING IELISIUNS e Custom Data Objects This allows you to merge data from Custom Data Objects also known as Data Cards Once chosen you ll be asked to choose your Custom Data Object to retrieve data from Merging from Custom Data Objects also allows you to schedule your SMS message at a certain time Choose your source of Data Use Merge Data From Contact Fields Custom Data Objects Custom Data Object to Merge Data From amp lt Please Select gt Set Data Source Notes on using Data Cards o If you are using Custom Data Objects we require a Sent column to be added to the data card you are merging from The reason for this is so that the connector does not send out the same message to multiple contacts more than once Once your SMS has been sent the connector will update that data card and record that item as Sent The Sent column should be a Text field with a type of Checkbox It is important to specify the values exactly how they are mentioned in the image below Sent Custom Object Record Field details Field Name Data Type Text String Field max 250 characters Field type used when editing a Custom Object Record Checkbox y Value Choices for Checkbox Value for checked Y Value for unchecked N Default Value N Display After none s o You
42. you to enter the message content which is sent to contacts arriving at this step It is important to note the counters beneath this box which inform you of how many messages will be sent Character Count A message can consist of up to 160 characters if they are in the standard range of the GSM alphabet Each character in the extended range of the GSM alphabet equates to 2 standard characters For example 160 pound symbols could fit in a single SMS due to the character being in the standard GSM character set 80 symbols could fit in a single SMS due to the character being in the extended GSM character set GSM standard characters are L SEUIOGCLFOGCRAAA_OTAQNWSO ESCA BE SP 49 amp 4 0123456789 lt gt jABCDEFGHIJKLMNO PQRSTUVWXYZAONUS abcdefghijkimno pqrstuvwxyz Commercial In Confidence Page 29 of 39 Marketing Decisions Eloqua SMS Connector User Guide MARKETING DECISIONS GSM extended characters are FFA 1 If non GSM characters are used the overall count will drop to 70 characters per SMS due to a requirement to encode the entire message using Unicode Please note that for a concatenated message i e a single message that is greater in length than the permitted number of characters the character count will be 153 and 67 characters per message part for GSM and Unicode messages respectively The connector will automatically encodes messages for you when they ar
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