Wiki source code of Smart Communications
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| 1 | (% class="lead" %) | ||
| 2 | This article provides answers to common questions about Loymax Smart Communications. | ||
| 3 | |||
| 4 | ==== Questions related to contact policy: ==== | ||
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| 6 | {{showhide showmessage="Is it possible to configure additional dimensions for the contact policy matrix (contact source, contact status, offer, campaign category) in Smart Communications?" hidemessage="Is it possible to configure additional dimensions for the contact policy matrix (contact source, contact status, offer, campaign category) in Smart Communications?"}} | ||
| 7 | Currently, there is no dedicated module for managing communication policies. However, Loymax Smart Communications functionality allows you to: | ||
| 8 | |||
| 9 | * configure restrictions on re-entry into trigger-based messaging campaigns; | ||
| 10 | * apply filters (in any combination) when creating a segment for communication. Examples of filter conditions include: | ||
| 11 | ** Select customers whose number of communications via channel X (or any channel) during period Y is equal to/within/greater than/less than Z; | ||
| 12 | ** Select customers for whom the time elapsed since their last communication via channel X (or any channel) is equal to/within/greater than/less than Y days; | ||
| 13 | ** Select customers who received mass messaging Y during period X or within the last X days; | ||
| 14 | ** Select customers who triggered a campaign exactly/within/more than/less than Y times during period X or within the last X days. | ||
| 15 | {{/showhide}} | ||
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| 18 | ==== Questions related to data storage and reporting: ==== | ||
| 19 | |||
| 20 | * {{showhide showmessage="Is it possible to store data on Loymax servers?" hidemessage="Is it possible to store data on Loymax servers?"}}Yes, this option is available.{{/showhide}} | ||
| 21 | * {{showhide showmessage="Is it possible to store data on the Partner's servers?" hidemessage="Is it possible to store data on the Partner's servers?"}}Yes, an on-premise deployment option is available.{{/showhide}} | ||
| 22 | * {{showhide showmessage="Is cloud storage supported?" hidemessage="Is cloud storage supported?"}}Yes, this option is available.{{/showhide}} | ||
| 23 | * {{showhide showmessage="Does Loymax comply with the GDPR personal data storage regulation?" hidemessage="Does Loymax comply with the GDPR personal data storage regulation?"}}Loymax is currently registered as a personal data operator under Russian Federal Law No. 152-FZ with Roskomnadzor (RKN). The company is undergoing GDPR compliance audits and implementing necessary updates.{{/showhide}} | ||
| 24 | * {{showhide showmessage="Can any data be exported to a Google BigQuery (GBQ) account for visualization in BI tools (e.g., Tableau, Data Studio), or is data only available in Loymax BI?" hidemessage="Can any data be exported to a Google BigQuery (GBQ) account for visualization in BI tools (e.g., Tableau, Data Studio), or is data only available in Loymax BI?"}}Data can be exported to Loymax BI. Additionally, scheduled CSV exports of any data are supported for further analysis in external systems.{{/showhide}} | ||
| 25 | * {{showhide showmessage="Can reports be published externally via a shareable link?" hidemessage="Can reports be published externally via a shareable link?"}}Reports can be exported as files.{{/showhide}} | ||
| 26 | * {{showhide showmessage="Can reports and dashboards be scheduled for email delivery?" hidemessage="Can reports and dashboards be scheduled for email delivery?"}}Currently, scheduled email delivery is supported for segments. The ability to schedule report delivery may be added in the future.{{/showhide}} | ||
| 27 | |||
| 28 | ==== Questions related to communication delivery: ==== | ||
| 29 | |||
| 30 | * {{showhide showmessage="Why is my segment built incorrectly—expected customers are missing or the count is lower than expected?" hidemessage="Why is my segment built incorrectly—expected customers are missing or the count is lower than expected?"}}* Fresh data has not yet been synchronized from the source system into Smart Communications at the time of segment creation. | ||
| 31 | Check whether recent data has arrived in the service by building a test segment using yesterday’s receipt or registration date. If the result is zero, fresh data hasn’t been ingested yet. | ||
| 32 | |||
| 33 | * Segment filters may be misconfigured. In this case, please contact {{html}}<a href="mailto:support@loymax.ru">Technical Support</a>{{/html}}.{{/showhide}} | ||
| 34 | * {{showhide showmessage="Why didn’t a customer receive an email/SMS/push notification sent via a campaign or mass messaging?" hidemessage="Why didn’t a customer receive an email/SMS/push notification sent via a campaign or mass messaging?"}}Possible reasons include: | ||
| 35 | |||
| 36 | * The customer does not meet the campaign or segment criteria. Review and adjust the conditions so the customer qualifies. | ||
| 37 | * The customer meets all conditions but still didn’t receive the message: | ||
| 38 | ** The email was delivered to the spam folder. | ||
| 39 | ** Notifications are disabled for the {{html}}<a href="https://docs.loymax.net/xwiki/bin/view/Main/General_information/Additional_services/Mobile_application/">Mobile Application</a>{{/html}} on the customer’s device. | ||
| 40 | ** The customer’s mobile device has an SMS-blocking app installed that filters promotional messages.{{/showhide}} | ||
| 41 | * {{showhide showmessage="Why is my email campaign taking a long time to send (status remains 'Collecting')?" hidemessage="Why is my email campaign taking a long time to send (status remains 'Collecting')?"}}The mail server currently has a high volume of pending sending tasks. If the status doesn’t change after a significant time, please contact {{html}}<a href="mailto:support@loymax.ru">Technical Support</a>{{/html}}.{{/showhide}} | ||
| 42 | * {{showhide showmessage="Why isn’t my mass messaging saved as a draft?" hidemessage="Why isn’t my mass messaging saved as a draft?"}}Possible causes: | ||
| 43 | |||
| 44 | * One or more segmentation filters lack selected values. Ensure all required filters have valid selections. | ||
| 45 | * A system update caused an error. (% id="cke_bm_226665S" style="display:none" %) (%%)Please contact {{html}}<a href="mailto:support@loymax.ru">Technical Support</a>{{/html}}.{{/showhide}} | ||
| 46 | * {{showhide showmessage="Why are delivery report metrics significantly lower than expected?" hidemessage="Why are delivery report metrics significantly lower than expected?"}}Insufficient time has passed since message dispatch—delivery statuses may still be updating. If statuses remain unchanged after a prolonged period, contact {{html}}<a href="mailto:support@loymax.ru">Technical Support</a>{{/html}}.{{/showhide}} | ||
| 47 | * {{showhide showmessage="How do I send communications considering recipients’ different time zones?" hidemessage="How do I send communications considering recipients’ different time zones?"}}When creating a mass messaging campaign, you’ll see the checkbox **Deliver immediately: ignore recipient’s local time of day**. If unchecked, messages will be delivered according to each recipient’s time zone.{{/showhide}} | ||
| 48 | * {{showhide showmessage="Can I use multiple sender names in a single communication?" hidemessage="Can I use multiple sender names in a single communication?"}}No. Each messaging campaign uses only one sender name.{{/showhide}} | ||
| 49 | * {{showhide showmessage="Can I edit a scheduled messaging campaign?" hidemessage="Can I edit a scheduled messaging campaign?"}}If the campaign hasn’t started yet, you can fully edit it. If it has already completed, you can only modify attribution rules.{{/showhide}} | ||
| 50 | * {{showhide showmessage="How can I check email quality?" hidemessage="How can I check email quality?"}}To verify your email won’t be flagged as spam, use the service https://www.mail-tester.com{{/showhide}} |