Custom Outbound Engagement Templates

How Custom Templates Work

An outbound engagement template defines:

• Classification: The business area, purpose, and usage type that identify the template. The system uses the business area and purpose to filter templates in the template-selection window.
• Distribution method: The flow or campaign that sends the communication. The selected flow or campaign must be active and available to your user.
• Placement: The Home page, record page, or list page where the template is available. You can add the same template to multiple placements.

Distribution Methods

When building from scratch, you select an existing flow or campaign as the backbone of your template.

• Flow-based templates: Use an active flow to power the template. Flows handle the communication logic, such as sending emails or SMS messages when triggered.
• Campaign-based templates: Use an existing campaign that already has an active flow associated with it. The campaign organizes and executes the content distribution.

User-Triggered Messaging

For a manually run communication, configure a template to let users trigger communications directly from a list view, such as Loyalty Program Members or Contacts. Instead of waiting for a scheduled event, users select records on the list page and send messages immediately without creating a campaign for each request.

For example, configure a manually run template for the Loyalty Program Member list page. A service rep can then select members who requested a statement and send the statement without creating a new campaign.