Sending/scheduling mass campaign (mass SMS and mass email) in Zoho CRM

Student support specialist sends out announcements and surveys through email or SMS. Watch these videos to know how to set up and schedule email and SMS blasts.

Before you start the database segmentation, please:

• Make sure no student in the database has the first name "Unknown". If there are, kindly change it to "there" or "Hey there" whichever makes sense based on the given campaign message

• All students with mobile numbers should be formatted this way: +1XXXXXXXXXX

• Mass email daily limit is 500 messages only.

• In 2024, we no longer schedule SMS when we run campaigns. Prone to failed deliveries.

1. Set up email campaign first

EMAIL FILTERS:

First group

• Academy location: Los Angeles, Orange County

• Email: not empty

• Email opt out: not selected

• Moved out of service area: not selected

• From Pre-2020 CRM: not selected

Second group

• Academy location: Los Angeles, Orange County

• Email: not empty

• Email opt out: not selected

• Moved out of service area: not selected

• From Pre-2020 CRM: selected

Check out how to respond to email campaign replies:

IMPORTANT:

• Create a CRM tag in this format: "2024S3 Email Cmpgn - Asked link" (see tags in the screenshot below for other tag examples). Add tag to a lead or student who made a campaign-related activity. Unless their response tells you that they're a very hot lead, only then you should create a note. Otherwise, the tag system is enough for students with generic responses (opt-out, random questions, asked for link, said they'll join).
  

2. Set up SMS campaign next

SMS FILTERS:

First group

• Academy location; Los Angeles, Orange County

• Mobile: not empty

• Phone SMS opt out: not selected

• Moved out of service area: not selected

• From Pre-2020 CRM: not selected

Second group

• Academy location: Los Angeles, Orange County

• Mobile: not empty

• Phone SMS opt out: not selected

• Moved out of service area: not selected

• From Pre-2020 CRM: selected

IMPORTANT:

• Create a CRM tag in this format: "2024S3 SMS Cmpgn - Asked link" (see tags in the first item's screenshot for other tag examples). Add tag to a lead or student who made a campaign-related activity. Unless their response tells you that they're a very hot lead, only then you should create a note. Otherwise, the tag system is enough for students with generic responses (opt-out, random questions, asked for link, said they'll join).

• When sending a mass SMS in real-time, you have to wait for queueing to finish before you can close Ulgebra window.

• Make sure to check the category of mobile number under "Recipients". Typically, we only want to select "Mobile" and if their partner doesn't have a CRM record, also "Partner's Mobile".

• Scheduled SMS daily limit is 200 messages only. If you want to check if all scheduled SMS were sent out, please check the "Failed" report in webhook page. The "socket errors" status means the scheduled load was too much for the task. These messages will need to be re-sent in real time.

• Failed SMS deliveries (that aren't due to "socket errors" if scheduled) means they were sent but either flagged by a mobile carrier. See "Investigate reason for failed SMS deliveries" below.

• To personalize a message for bulk recipients, please refer to this sample formula: ="Hey"&" "& B2&", wanna dance? New programs starting. Salsa / Bachata beginner to advanced. Also New: Ladies Styling, and Salsa on '2'! Would you like the full info?" When entered, the cell should show the desired personal message. Afterwards, copy the displayed content in the cell and then "paste as value" to the same cell so the formula comes out as plain text.
  

3. Investigate reason for failed SMS deliveries

After the first run, we focus on re-sending the failed campaign messages. Typically we get 78% success rate for delivering SMS when running campaigns. That leaves us with 22% failure rate.

Reason for SMS delivery error can be found in the report exported from Telnyx portal (please watch video above to know how to export Telnyx portal report).

Common errors why our SMS are not successfully delivered:

• Error 40001

• Error 40002

• Error 40012

Read this Telnyx documentation for error code meanings and suggested solutions.

4. Re-send failed campaign SMS

Below are the recommended action steps for re-sending campaign SMS.

SET 1

1. Filter failed campaign SMS

2. Filter "40002" only under Errors column

3. Select "Wireless" only under Line Type column

4. Create excel per batch then import file to Telnyx plugin. Send.

• Send 75 SMS per batch per Telnyx number every 30 minutes. Please use the numbers with the least 40002 error code. These are our best numbers.

• Before you proceed to sending SMS to Set 2, 3 and 4, kindly see first if there are still failed SMS deliveries from Set 1 and check which of our Telnyx numbers got the least errors. If there are failed SMS deliveries, repeat Steps 1-4, but this time, 50 SMS per batch per number every 30 minutes using our best numbers.

• If you still get failed SMS deliveries, check again which of our numbers got the least errors and re-send using those numbers. Send 20 SMS per batch this round.

• Keep re-sending to this set until less than 30 failed SMS are left. Try altering the campaign message and send to 15 recipients per number every 30 minutes.

SET 2

1. Filter failed campaign SMS

2. Filter "40012" only under Errors column

3. Select "Wireless" only under Line Type column

4. Create excel per batch then import file to Telnyx plugin. Send.

• Before you proceed to sending SMS to Set 3 and 4, kindly see first if there are still failed SMS deliveries from Set 2 and check which of our Telnyx numbers got the least errors. If there are failed SMS deliveries, repeat Steps 1-4, but this time, 50 SMS per batch per number every 30 minutes using our best numbers.

• If you still get failed SMS deliveries, check again which of our numbers got the least errors and re-send using those numbers. Send 20 SMS per batch this round.

• Keep re-sending to this set until less than 15 failed SMS are left. Try altering the campaign message and send to 15 recipients per number every 30 minutes.

SET 3

1. Filter failed campaign SMS

2. Filter "40002" only under Errors column

3. Select "Wireline" only under Line Type column

4. Create excel per batch then import file to Telnyx plugin. Send.

• If you get failed SMS deliveries, check again which of our numbers got the least errors and re-send using those numbers. Send 20 SMS per batch this round. Re-send only once.

SET 4

1. Filter failed campaign SMS

2. Filter "40012" only under Errors column

3. Select "Wireline" only under Line Type column

4. Create excel per batch then import file to Telnyx plugin. Send.

• If you get failed SMS deliveries, check again which of our numbers got the least errors and re-send using those numbers. Send 20 SMS per batch this round. Re-send only once.

When sending SMS regardless of which set, please make sure that numbers are used with 30 mins interval in between.

5. Send summary report one week after campaign start

Director and/or manager will need to know how campaign went. You will send a screenshot of campaign summary (see below) on group chat in Signal to update everyone. Edit this google sheet of campaign records.

• For email statistics, you will see the delivery status in the "Mass Email" page. SMS delivery stats will have to be determined manually by tracing back the batching system.
  

• To determine student responses, count the total of campaign-related interaction (using CRM tags). Afterwards, compile them in a table.

Below is the campaign summary for 2024S2 Campaigns:

Note:

• Sent = we scheduled out the message. They were included in the filters of people to send messages to. This doesn't guarantee successful SMS delivery.

• Delivered = the message we sent confirmed to have been received by student.

• Failed = Unsuccessful send and or unsuccessful delivery. We'll have to resend. (Check Telnyx portal report for SMS failures)

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