Communications are the messages you send to your recipients. They reside inside Campaigns. Once you've set up a Campaign, you can add Communications to it.

To do so, navigate to a Campaign and, on its detail page, click New Communication.

Create a Communication

First, choose the communication channel: Email, SMS or WhatsApp.

Give the communication a name and, optionally, a description.

For emails, choose whether you want to create the communication from scratch or start off from a template. When choosing an email template, you can still make changes before finalizing the communication.

Comms through the WhatsApp channel must always use an approved WhatsApp template.

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Since WhatsApp communications must always originate from Meta-approved templates, some of the options mentioned later on in this doc may not be editable. To edit WhatsApp comms, go to the corresponding template, make your edits, and submit the template for reapproval by Meta.

When you're ready, click Next.

Configure Your Message

Once you've decided whether to use a template or create from scratch, you can configure the details of your message.

Choose a Sender

Choose which sender your recipients will see.

For emails, you can choose from any of your verified organization-wide email addresses.

For SMS and WhatsApp messages, you can choose from the phone numbers you've set up in Twilio.

Select One or More Segments

Select which segment(s) will receive your message. You must select at least one.

Specify When to Send

You can send messages according to a schedule, after a condition is met in Fielo, or via Salesforce Flow.

According to a Time Schedule

This mode sends out your communication when you schedule it. The start date and time defines when the comm can start to be sent out. The frequency determines the actual cadence and timing of when it will be sent, such as:

• Daily at a specific time
• Weekly on a specific day at a specific time
• Quarterly on a specific day of the first, second, or third monthly of the quarter, at a specific time
• Semiannually on a specific day of the first, second, third, fourth, fifth, or sixth month of the half, at a specific time
• Annually on a specific month and day at a specific time

The cadence can end either after a certain number of sends, or on a specific date.

After a Condition Is Met

You can send out your comm whenever an action is triggered in Fielo. Comms Center leverages the Actions you've already set up. When choosing this option, members inside the segment(s) you selected will receive your comm when they've performed the action you specify here.

Via Flow / Manually

Finally, you can trigger the sending of your comm through external means, such as through a Salesforce Flow.

To do so, simply create the flow of your choice and, as part of it, create a Communication Request record with the following fields filled in:

• Communication: The ID of this Communication
• Target: The ID of the Member who is to receive the Communication
• RecordId: The ID of the record to which the Communication refers (we use this to include dynamic content relevant to the context of the Communication)

Dynamic Content

You can add dynamic data to your message. This can be data from the Member and Program objects. You may also have the options of Promotion or Challenge (if the Campaign's scope is a specific incentive) and/or triggering object (if the Communication is triggered by the Fielo rules engine or via a Salesforce Flow).

To use dynamic data, select an object and then a field of that object, and then copy the resulting string and paste it into the message body.

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Advanced: Multi-Hop

If you know how to work with Salesforce field paths, you can hop up to 4 times on Fielo objects and up to 5 times on triggering objects. Be sure to append lookups from custom objects with __r instead of __c.

Example: {{FieloPLT__LevelMember__r.FieloPLT__Level__r.FieloPLT__Benefits__c}}

Message

For SMS comms, simply type in your message. SMS comms use plain text only. There is a limit of 320 characters.

For email comms, Fielo leverages a content builder. The builder allows you to add rows, spacers, images, buttons and more. For in-depth info, check out the builder's End User Guide. (Note: Not all features listed on the guide are available in Comms.)

When you're done configuring the content of your message, go ahead and save.

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Saving an Email Comm

Click Save on the bottom of the page. Do not click the "Save" button located inside the builder.

Activate Your Communication

When you're ready to make your communication to go live, navigate to the detail page of the campaign in which it sits and click on the name of your communication. On the detail page, click Activate.

Note that, for this and any other communications to be sent out, the parent Campaign must also be active.

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WhatsApp Comms

If a WhatsApp template loses Meta approval, all WhatsApp communications that use that template will be automatically deactivated.