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Mweb Guide

Broadcast Management Guide

Contents

Broadcast management concept

In Mweb, a broadcast is represented in the form of a dialogmap. A dialogmap is a directed graph consisting of nodes and links. The nodes represent the content of the messages, such as SMS and emails. The links connect the nodes and provide the direction of the workflow for the broadcast, representing either responses from the recipients of the broadcast or actions performed by the broadcast.

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Create a broadcast

Open the home panel by clicking the top-left home icon, and then click Broadcasts to go to the 'Broadcasts' page.

From there, you can see three tabs below the header. The tabs are categorized by the status of the broadcasts. Given below is a list of descriptions of the tabs:

  • Draft - contains all the broadcast drafts. You can create new broadcasts under this section. Please note that the broadcast that has the status of 'draft' ('Keep Draft' set to 'OFF') will be removed from this section once it has been started.
  • Running - shows the broadcasts that are currently running. You can change the status of the broadcast by pausing/restarting/stopping it. You can also check out the details of the broadcast activity under this section.
  • Completed - shows the broadcasts that have the status of 'complete'. The details of the broadcast activities are also provided.

To create a new broadcast, click the leftmost Draft tab, and click Add on the footer.

broadcastStatusTab

Then you're asked to choose a template. A template defines a dialogmap, which consists of nodes and links representing the workflow of a broadcast. Please refer to the template sections about how to create a broadcast for each template.

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Start a broadcast

Click one of the broadcasts within the Draft section of the 'Broadcasts' page.

broadcastList

Then, you'll be taken to the broadcast information page which shows the settings of the broadcast. Click Send on the footer to start the broadcast.

broadcastInfo

Once the broadcast has been sent successfully, a pop-up message will appear on the center of the screen.

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Pause or Stop a Broadcast

When a broadcast is running, you can pause or stop it.

To pause or stop a broadcast, first switch to the Running tab on the 'Broadcasts' page.

broadcastRunningTab

Choose one of broadcasts from the list, and then you'll be taken to the broadcast activity page which shows the details of this broadcast activity.

broadcastActivityTab

Click Pause or Stop on the footer to pause or suspend the broadcast.

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Message Histories and Node Reports

You can check out the message histories of a broadcast and a summary of nodes' activities of the broadcast under the Running section and the Completed section.

First, switch to the Completed tab or the Running tab on the 'Broadcasts' page to find the broadcast that you want to check out.

broadcastCompletedTab

Next, click on the broadcast to go to the broadcast information page.

To check out the message histories, switch to the Messages tab under the header.

broadcastMessagesTab

From there, you'll see a list which shows the last message sent/received by each contact. The messages are grouped by the contacts within the contact group. The inbound messages are highlighted in blue. The total count of messages for each contact is shown on the top-right corner of each list item.

Click one of these list items, and then you'll see the inbound and outbound messages of this contact.

broadcastMessagesList

Click Show Inbound to switch to the inbound messages only.

inboundOnly

To get a summary of the nodes' activities of the broadcast, switch to the Report tab.

broadcastReportTab

The report list is grouped by each node of the broadcast's dialogmap. On each list item shows the title of the node as well as the count of outbound and inbound messages for the node.

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Template: Ask customer rate service

This service provides the features of customer survey. It asks customers to give a rate. Based on the ratings, if the outcome is negative, it then asks customers to provide feedback. The manager who is responsible for the survey will be notified of the bad ratings. They'll also receive the feedback from the customers.

customerRate

To create a broadcast, first choose the 'Ask customer rate service' template.

chooseCustomerRate

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

clickDialogmapIcon

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node contact group: specifies the contact group that the SMS/Email will be sent to.
  • Node destination column: specifies the column of the contact group that the broadcast will use as a destination field.
  • Node content: specifies the content of the SMS/Email for the node. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Node manager mobile number: specifies the manager's mobile number that the SMS will be sent to.
  • Load new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts; otherwise, the broadcast will ignore these new contacts.

Hints are provided in the text fields of the form. Complete the form and click Save on the footer to save the broadcast draft.

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Template: Find a worker

This service provides the workflow of find a worker. It begins by publishing the job vacancy to the contact group. Based on the availability of the job seeker and the current status of the job, if the job is still vacant and the job seeker would like to take the job, the job will be assigned to this person. The manager will be notified of the final outcome. Other job seekers will also be notified that the job is no longer available.

findWorker

To create a broadcast, first choose the 'Find a worker' template.

chooseFindWorker

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

clickDialogmapIcon

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node contact group: specifies the contact group that the SMS/Email will be sent to.
  • Node destination column: specifies the column of the contact group that the broadcast will use as a destination field.
  • Node content: specifies the content of the SMS/Email for the node. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Node manager mobile number: specifies the manager's mobile number that the SMS will be sent to.

Hints are provided in the text fields of the form. Complete the form and click Save on the footer to save the broadcast draft.

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Template: Appointment Reminder

This web-based reminder service is designed to alert a contact group of important events. It allows you to specify a due date of the event for each contact within a contact group, and it'll remind them relative to their due dates one or more days ahead so that they won't miss any important event. The contacts will receive their reminders by SMS/Email.

ContactInfo reminder_service

To create a broadcast, first choose the 'Appointment Reminder' template.

chooseReminder.png

Then you'll be taken to the broadcast creation form. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Contact group: specifies which contact group needs to be reminded.
  • Due date column: specifies which column of the contact group contains the due date information.
  • Remind days before due date: specifies how many days the contact group should be reminded in advance.
  • Remind Time: specifies the time of the reminder. Click the icon on the left of this field. Choose the time in the pop-up window, and then click Set Time.
  • Channel type: specify through which channel (SMS or email) the reminder will be sent.
  • Destination field: if channel type is SMS, choose the column which contains the mobile numbers; if channel type is email, choose the column which contains the email addresses.
  • Message content: specifies the SMS/Email content of the reminder. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Load new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts; otherwise, the broadcast will ignore these new contacts.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: SMS Regularly

This service provides sending SMS to a contact group at regular intervals. It is automated to run itself so that you do not need to create new SMS all the time. For example, an agenda is sent out to the students of a class via SMS once a day.

send_sms_regularly

To create a broadcast, first choose the 'SMS Regularly' template.

chooseSMSRegular

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Contact group: specifies the contact group that the SMS will be sent to.
  • Destination column: choose the column that contains the mobile numbers.
  • Load new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts; otherwise, the broadcast will ignore these new contacts.
  • Time interval between Nodes: choose a fixed time interval between nodes from the drop down list.
  • Node content: specifies the message content for the node. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: Partner Send SMS

This service provides delivery reports to business partners letting them know the successful deliveries and replies of SMS, while sending broadcasts to the contact group that is loaded from the business partners.

partner_sms_dialogmap_transparent

To create a broadcast, first choose the 'Partner Send SMS' template.

choosePartnerSend

Then you'll be taken to the broadcast creation form.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Customer contact group: specifies the customer contact group that is loaded from the business partners.
  • Mobile column: choose the column that contains the mobile numbers.
  • Message: specifies the message content for the broadcast. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Load new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts; otherwise, the broadcast will ignore these new contacts.
  • Parameters for send success: specifies the command and parameters to execute on successful delivery of SMS to the contact group. This is used for informing business partners of the successful SMS delivery to the contact group.
  • Parameters for replied: specifies the command and parameters to execute on successful receipt of SMS from the contact group. This is used for informing business partners of the successful SMS replies from the contacts of the contact group.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: Call customer to tell information

This service calls customers to tell information. It first dials each contact within the contact group. If the call is answered, a voice message will be played and waits for the callee to press digit '1' on his/her keypad. Once '1' is pressed, a voice message regarding the callee's information will be played. Finally, a thank-you message is played and the call is ended.

calltotell

To create a broadcast, first choose the 'Call customer to tell information' template.

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node 1 contact group: specifies the group dial contact group.
  • Node 1 destination column: choose the column that contains the mobile numbers.
  • Broadcast new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts automatically by the system; otherwise, the broadcast will ignore these new contacts.
  • Node 3 text to say: the voice message content that will be played. Currently, only the numerical digits content is supported. The 'Insert a Variable' drop down list contains the column names. When entering the voice message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: Call customer to play sound

This service calls customers to play a voice message. It first dials each contact within the contact group. If the call is answered, a voice message will be played, and then the call is ended.

calltoplaysound

To create a broadcast, first choose the ‘Call customer to play sound' template.

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node 1 contact group: specifies the group dial contact group.
  • Node 1 destination column: choose the column that contains the mobile numbers.
  • Node 1 sender number: specifies the phone number of the caller.
  • Broadcast new added contact: if value is 'Yes', when new contacts are added to the contact group later, the broadcast will also be delivered to these contacts automatically by the system; otherwise, the broadcast will ignore these new contacts.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: Lease Reminder

This service provides a reminder service in the real estate setting. It notifies the tenants that the lease renewal has been sent to them. The notifications are sent via SMS periodically on specified dates before and after the due date. If the lease renewal is returned by tenants, the property manager will be notified via Email/SMS.

map_template_dialogmap_leasereminder

The contact book for this broadcast service should include the following columns at least.

leaseReminderContactBook

Given below are descriptions of some of the columns:

  • Property: specifies the description of the property which will be inserted into the SMS/Emails.
  • Due Date: specifies the due date of the lease renewal for a tenant.
  • Expire Date: this column is used to stop sending SMS to the tenant. When a tenant replies 'Returned' via SMS, the property manager should choose a date that is before the current time in this column for the tenant. As a result, the tenant can opt out of receiving SMS from the service.

To create a broadcast, first choose the "Lease Reminder" template.

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node 1 contact group: specifies the group of tenants.
  • Node 1 destination column: choose the column that contains the mobile numbers.
  • Node content: specifies the message content for the node. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Due date column: specifies which column of the contact group contains the due date information.
  • Remind days before due date: specifies how many days the tenants should be reminded in advance.
  • Remind Time: specifies the time of the reminder. Click the icon on the right of this field. Choose the time in the pop-up window, and then click Set Time.
  • Broadcast new added contact: if value is 'Yes', when new tenants are added to the contact group later, the broadcast will also be delivered to these tenants automatically by the system; otherwise, the broadcast will ignore these new tenants.
  • Time interval between Nodes: choose a fixed time interval between sending messages of different nodes from the drop down list.
  • Node 5 manager email: specifies the property manager's email address.
  • Node 6 manager mobile number: specifies the property manager's mobile number.

Complete the form and click Save on the footer to save the broadcast draft.

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Template: Key Tracker

This service provides a reminder service for the key of a property. It notifies the agents that the key is due back. The notifications are sent via SMS periodically on specified dates after the due date. If the agents reply 'Returned', the office admin will be notified via Email/SMS.

map_template_dialogmap_keytracker

The contact book for this broadcast service should include the following columns at least.

keyTrackerContactBook

Given below are descriptions of some of the columns:

  • Key Details: specifies the details of the key which will be inserted into the SMS/Emails.
  • Expire Date: this column is used to stop sending SMS to the agent. When an agent replies 'Returned' via SMS, the office admin should choose a date that is before the current time in this column for the agent. As a result, the agent can opt out of receiving SMS from the service.

To create a broadcast, first choose the "Key Tracker" template.

Then you'll be taken to the broadcast creation form. The fields of the form correspond to the numbered nodes in the dialogmap. Click the icon under the header to see the dialogmap.

Given below is a list of fields within the form:

  • Broadcast: specifies the name of the broadcast.
  • Keep Draft: if value is 'ON', the draft will be saved after the broadcast has been sent; otherwise, the draft will be deleted.
  • Node 1 contact group: specifies the group of agents.
  • Node 1 destination column: choose the column that contains the mobile numbers.
  • Node content: specifies the message content for the node. The 'Insert a Variable' drop down list contains the column names. When entering the message content, choose a column from the drop down list and then the representation of its value will be inserted at the cursor position. When the broadcast is started, this representation will be replaced by the actual value.
  • Broadcast new added contact: if value is 'Yes', when new agents are added to the contact group later, the broadcast will also be delivered to these agents automatically by the system; otherwise, the broadcast will ignore these new agents.
  • Time interval between Nodes: choose a fixed time interval between sending messages of different nodes from the drop down list.
  • NODE 4 manager email: specifies the office admin's email address.
  • NODE 6 manager mobile number: specifies the office admin's mobile number.

Complete the form and click Save on the footer to save the broadcast draft.

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