Designing Online Dialogs

In PeopleSoft Online Marketing, an online dialog defines a specific marketing program that you want to execute. This chapter describes the various tasks you can perform on an online dialog, and includes the following topics:

• Understanding Dialogs

• Creating a Dialog

• Saving Dialogs

• Checking Dialogs

• Cloning Dialogs

• Setting Dialog Options

• Viewing the Link Report

Understanding Dialogs

An Online Marketing dialog consists of one or more actions or promotions, such as an email offer. An online dialog can consist of a single event or a series of events, such as sending broadcast emails, displaying a web page, sending follow-up emails, and so on.

Online Marketing can handle just about any type of online dialog. Different types of online dialogs serve various purposes. Some of the categories of online dialogs that Online Marketing can handle are shown in the following table:

The following three examples demonstrate some common types of online dialogs:

Designing a Dialog—Overview

Designing an online dialog in Online Marketing involves the following tasks:

• Create the dialog framework, which allows you to define the initial attributes of the dialog (its name, description, purpose, and who will have access to it).

• Define the dialog flow, which graphically displays the elements defining the actions that Online Marketing will perform automatically once the dialog is deployed.

• Define and select audiences you want to target in your dialog.

• Create the email and web documents to be used in your dialog.

If you have purchased PeopleSoft Marketing in addition to PeopleSoft Online Marketing, you can also define the following elements for your dialogs:

• Program detail

• Tasks

• Costs

See Designing Web Documents.

See Designing Email Documents.

See Designing the Flow for an Online Dialog.

Understanding Audiences

An audience is a group of people you want to reach with your online dialog. The audience can be a list of names that already exist in your system (an internal audience), or names from an external source, such as a rented mailing list or respondents to a banner ad. You select the audiences you want to target from a list of audiences that have already been defined in the system.

Including several audiences in your dialog allows Online Marketing to track each group separately, and provide statistics for the individual audiences. Online Marketing’s ability to track audiences independently allows you to send different offers to audiences and compare their effectiveness. You can also compare the effectiveness of different external sources, such as different banner ads, or different mailing lists.

You can use the following audience-creation methods within Dialogs:

• Saved search.

• Import audience.

• External audience.

If you have also licensed PeopleSoft Marketing, you will have a greater variety of audience-creation options available to you.

When using multiple internal audiences, it is possible that the same person is listed in more than one audience. To avoid confusing recipients with multiple emails, Online Marketing automatically detects any duplicates among audiences, and only sends out one email to a person, regardless of the number of audiences to which that person belongs.

Online Marketing sends broadcast emails to everyone in the first audience listed on the element. For each subsequent audience, whenever Online Marketing encounters an individual that has already been sent the email, that individual is skipped. This behavior is optional and can be turned off on a dialog-by-dialog basis.

See Also

Selecting Audiences for a Dialog

PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook

Understanding Dialog Statuses

Online Marketing defines seven statuses for a dialog: In Design, In Test, Live, Broadcast Hold, Paused, Complete, and Archived.

A dialog’s status determines the tasks that can be performed on the dialog. This includes email broadcasting and web page access from the outside world. Online Marketing users must have appropriate permissions to change the status of a dialog.

When a dialog is initially created, its status is In Design. It remains in this status throughout the entire design process. When you are ready to test that the dialog works as intended, you can change its status to In Test. Then, when you are ready to launch the dialog, change its status to Live.

Dialog statuses are discussed later in the deployment chapter.

Note. A dialog’s status is independent of the status of the program to which the dialog is associated. Changing the program status does not affect the dialog status.

See Also

Understanding Dialog Statuses

Creating a New Dialog

This section describes the process for creating a new online dialog.

Pages Used for Creating a New Dialog

Adding a New Dialog

Access the Dialog Designer - Dialog page (Marketing, Dialog Designer).

Note. When creating dialogs you should not attempt to work on the same dialog using multiple open browsers, as this can cause data inconsistency.

Business Unit	Specify the business unit under which the dialog will reside. Note. The business unit of the dialog dictates which audiences and documents can be used with the dialog. By default, the business unit is the one that has been specified in User Preferences.
Dialog Name	Specify a name for the dialog. Names can contain a maximum of 75 characters and must be unique.
Description	Specify a brief description of the dialog. You can include up to 254 characters.
Objective	The dialog's purpose. This field is only available when PeopleSoft Marketing has also been licensed; the available objectives correspond to Marketing objectives. The available values are dependent on the Business Unit that has been entered for the dialog.
New Individuals' Role	Denotes the marketing role that a new user (individual or organization) is assigned when created if no information exists to place the user in a specific role. The values are dependent on roles defined during the setup of marketing roles; default delivered values are Consumer, Contact for a Company, Contact for a Partner, Worker, and Person of Interest. Use Consumer if the dialog is business-to-consumer (aimed at individuals who have no associated organization). Use Contact for a Company if the dialog is business-to-business (usually aimed at individuals who are contacts for an organization). If Contact is specified, be sure that the associated organization has been identified and defined before creating the dialog. If the contact is for a company, a Company field must exist on a document somewhere in the dialog. The system looks for a match for the specified company in the database, using the predefined matching rules. If more than one match is found, the system associates the new contact with the first match. If no match is found, both the contact and the company are created. Use Contact for a Partner if the dialog is designed to gain partner relationships. Use Worker if the dialog is aimed at employees of your organization. Be aware that, despite the field's label, if you choose Worker, you will only be able to update existing users, not create new ones. This is because new workers should not be inserted via the Online Marketing application, but rather via more appropriate sources such as PeopleSoft HCM. Use Person of Interest if the dialog is aimed at persons of interest to your organization who are not employees (for example, contractors or former employees who have retired). You cannot create new users if you choose this option. If you need to change the role after the dialog has launched, you can place the dialog in Paused or Broadcast Hold state, change the role, then change the state back to Live. This change will not affect any respondents who have already submitted pages, but subsequent respondents will be assigned the new role. Note. A dialog cannot target both consumers and contacts, because all individuals within a dialog need to be inserted with the same role. If, for example, you want to target both consumers and contacts with the same promotion, you can do so by cloning the dialog and executing one dialog to the consumer audience and the second to the contact audience. New organizations are automatically assigned to the Company role. Refer to the documentation on how new individuals and organizations are handled, following this section.
Start Date	The date at which the dialog will begin running. Note. This date is only for informational purposes and does not affect when the dialog will be running. The actual timeframe is based on the triggers in the dialog.
End Date	The date on which the dialog will stop running. Note. This date is only for informational purposes and does not affect when the dialog will be running. The actual timeframe is based on the triggers in the dialog. This date does not automatically shut down a dialog; the dialog must be moved to the status of Complete or Archived manually.
Owner	The user who owns the dialog. This field defaults to the currently logged in user, but you can change it by clicking the prompt to display a list of users.
Approval Status	The dialog's current approval status. The statuses are Requested, Approved, or Rejected; depending on what permissions you have, you might not see all of these statuses. Using the Approval Status is optional and can be turned on and off on the Dialog Business Unit (Set Up CRM, Business Unit Related, Dialog Definition).
Login Required	If this option is selected, the user must log in using Self Service before they can access the dialog's Landing Page. This is used in conjunction with the CRM/Campus Solutions integration.
Dialog Status	Displays the dialog's lifecycle, showing the different stages of development and which stage(s) the dialog can progress to. If a Live version and an Edit version exist, both versions' statuses are shown.

Note. A new dialog always belongs to the currently active business unit. If you want the dialog to belong to multiple business units, you must create it in each one. Dialogs belonging to different business units are updated independently.

How New Individuals and Organizations are Handled

The way in which a new individual or organization coming into the system is handled depends on several factors.

The New Individuals' Role field applies to both individuals and organizations and is used for both matching and creating entities that are unknown to the system when they enter a web flow. If the person or organization is known (for example, if the person clicked on a link in an email), then this field does not apply to that person or organization because matching is not needed. If one but not both are known (for example, if individual is known but organization is not), then matching applies to the unknown entity.

If the organization is unknown (for example, if the user clicked on a generic web link), and if any organization information is entered, then an exact match is checked using the configured organization matching rules along with the organization role specified in the New Individuals' Role list. If no organization role is specified (for example, if the Consumer marketing role was chosen but there are organization fields on the dialog page), then the Company role is used by default. Note that the specified organization role is used in the match search, so even if there is another organization of that exact name but with a different role, then no match will be found and a new organization is created with the organization role specified in the New Individuals' Role selection (or the default organization role).

If the individual is unknown, the system will go through the same match/create process, but with the individual role configured in the marketing role (there is no default role for individuals, since an individual role is required when setting up a marketing role). If the organization is known when the individual is created and the specified marketing role has an organization role, then the individual is associated with that organization. Even if no organization fields exist in the dialog, the individual can still be created, but with no link to a dialog. If the marketing role has no organization, then no link is created even if the organization is known.

You should be aware of the fact that individuals are associated with organizations, and that association is part of the Individuals.People profile, so any questions identifying the organization should be set up in the dialog before the individual is created and before any fields in the People profile are updated. For example, consider a dialog web flow that contains the following:

1. External Event Trigger.

2. Document 1 containing questions that identify the individual.

3. Document 2 containing questions that identify the organization.

4. Document containing custom profile questions only.

In this case, the created individual will never be linked to the organization (because the individual is identified and created at a point in the flow prior to the identification and creation of the organization), unless other Individuals.People profile fields are added later in the dialog.

See Designing the Flow for an Online Dialog.

See Designing Web Documents.

Dialog Statuses

The Dialog Status area of the Dialogs page shows a graphic representation of where the dialog is in its lifecycle, along with which statuses it can progress to from the current status. Since it is possible to edit a version of a dialog while another version is Live, the statuses of both the Live and Edit versions are shown. The following table shows the statuses into which a dialog can move from the current state:

Live vs. Edit

Online Marketing provides the ability to make and save changes to a dialog without affecting the version that is currently running. To accomplish this, Online Marketing allows two separate copies of the dialog: the Live version and the Edit version.

The Live and Edit versions are displayed separately in the Dialog Status controller. You can track the progress and statuses of each one separately, and making changes to the Edit version does not cause any change in the Live version.

Defining the Flow of the Dialog

Online Marketing allows you to design the flow of your dialog using a graphical interface where you can drag, drop, and define the individual components of the dialog and their relationships to each other.

Understanding Dialog Flow

Dialog flow consists of two categories of actions:

• Actions that are used in the dialog to reach your audience. These actions consist of sending broadcast emails to people in your database and placing web links in specific locations to draw people into your dialog (such as placing a web banner ad on a popular web site).

  The respondents to the various actions can all be tracked by Online Marketing to provide statistics about the effectiveness of that action.

• Actions that represent web pages that recipients can respond to and the follow-up actions that will occur once they respond (such as additional web pages to display or follow-up emails to send to the respondent or others).

  These actions occur as a result of a respondent’s action. When a respondent accesses a dialog’s web page, Online Marketing reacts to the respondent’s input by performing the actions specified in the dialog flow for these actions.

The following table shows which dialog elements can connect to which other dialog elements.

Using the Graphical Interface

With the graphical dialog design interface you can add, delete, and edit dialog elements, as well as move them around on the canvas to help you visualize the dialog's flow. The following table shows how to perform the various actions needed to define the dialog flow.

Graphical Interface Buttons and Controls

The following table shows the buttons available in the Graphical Interface.

Using the Non-Graphical Interface

You can set up Dialog Designer to design dialog flows using a selection interface instead of the default graphical flow designer. In this case, the canvas and other graphical elements are replaced by a drop-down list where you can specify elements for the flow. Select an element and click the Add button, then fill in the appropriate information.

Note. Automatic connections will not be made in the non-graphical interface—you must specify any connections for each element manually.

Click the View Element Summary link to view the Element summary on the Elements tab.

See Setting Dialog Options.

Date/Time Trigger

Date-Time triggers are used to designate that a dialog should kick off at a specific date and time.

Date-Time triggers can only connect to other elements, and act as the beginning of a flow path. The next action must specify an audience to determine the recipients of the dialog.

Name	You must give the trigger a unique name when it is created.
Trigger On Demand	Select this check box if you want to allow an external component to launch the trigger. For example, PeopleSoft Event Management could use the trigger to cause an immediate scheduling of all broadcast email messages in its queue. When this check box is selected, the Recurring Options section is disabled, as are the Start Time and End Time. The text next to the Next Element field changes to “This element proceeds to the Next Element on Demand.” When the check box is not selected, the Recurring Options section, Start Date, and End Date are enabled. The text next to the Next Element field changes to “This element proceeds to the Next Element on <date>,” where date is the date it was scheduled to occur. You cannot change the state of the Trigger On Demand check box when the dialog is in any state other than In Design. If you alter it while the dialog is In Design, a message appears asking you to confirm the change. After the dialog has gone Live, you can no longer alter the state of the Trigger On Demand check box even if you change the dialog back to In Design.
Start Date	The date on which the trigger will fire.
Start Time	The time at which the trigger will fire.
Repeating Trigger	Select this check box if the trigger will fire multiple times at set intervals. Leave it cleared if you want the trigger to fire only once. Note. If you set a Repeating Trigger to execute at a time prior to when the dialog is set to Live, the Scheduler will mark all prior iterations as Skipped and will not execute any of them. Be sure to schedule the execution of the Repeating Trigger for a time after the dialog has been set to Live. Any values in the Frequency or Repeat fields are ignored by the dialog while it is running if the trigger is not marked as a Repeating Trigger.
Frequency	If you selected the Repeating Trigger check box, select a frequency from the available options.
Repeat	If you selected the Repeating Trigger check box, select an option for the trigger to repeat: Indefinitely if you want it to continue firing at the selected frequency until you explicitly stop it, or Until a specific date if you want it to stop firing at specific date and time. If you choose Until a specific date, specify the date and time.

See Designing the Flow for an Online Dialog.

External Event Trigger

External Event triggers are used to allow an external system to trigger a dialog. The External Event Trigger represents:

• A URL that can access a Landing or Standalone Page if connected directly to one of those page types.

• A URL that can trigger the sending of email to an individual if connected to Single Email.

• Multiple URLs if connected to a Web Link Promotion.

External Event triggers can only connect to other elements, and act as the beginning of a flow path.

Name	You must specify a unique name for the trigger when you create it.

Landing Page

A Landing Page represents a beginning page in a series of web pages with which the user will interact.

You can only connect a Landing Page from a Document Web Link or an element that represents a URL connection.

Note. Documents that are associated to the Landing Page element must have a Submit button in order to be validated by the Dialog Check.

Name	You must specify a unique name for the element when it is created.
Document	Select the document to be associated with the Landing Page. The list displays all valid documents for the dialog. Note. In order for documents to appear in this list, they must be web documents and must first be added on the Documents tab. Once a document is associated, any web links in that document will become available in the Connection Grids.
On Submit Options	Update profile for matching respondents specifies that any updated information provided by a respondent already in the database will be added to the respondent’s profile provided that the matching rules are met (an exact match to the attributes specified in the matching rules is required). Update custom profile for matching organizations specifies that any information provided by respondents about their organization will be added to the user profiles for organizations provided that the matching rules are met (an exact match to the attributes specified in the matching rules is required). Attributes in the Organizations system profile can be added, but not updated in Online Marketing—they must be updated using the Company component (Search Company or Customer 360-Degree View). However, you can update custom Organization profiles in Online Marketing. Add new respondents to profile specifies that any respondents not already in the profile database will be added if the people matching rules are met. This option is not valid if the Worker role is selected for New Individuals' Role on the Dialog Information page. Add new organizations to profile specifies that any respondents whose organization information is not already in the database will be added to the organization profiles if the organization matching rules are met. This option is not valid if the Worker role is selected for New Individuals' Role on the Dialog Information page. Note. When updating individual and organization profiles, be sure that information has been provided for the required attributes for that respondent type.
Web Link Connections	Use to control where web links embed in the document's point. When a document is associated to the element, this section will automatically reflect any of the web links that have been created in the associated document. In this section any web links of type Internal, External, or Advisor will appear. Internal links can be used to control sending the user to another part of the flow, so an additional list showing all Landing and Standalone Pages currently in the dialog will display for these link types. Note. Only Advisor dialogs that do not use an Active Analytics Framework context can be used within a document. Add Temporary Web Link is used to create a web link that acts as a placeholder until a document is associated. Temporary web links allow you to create a complete flow for planning purposes, without having to create the real documents until you are ready to proceed to actually creating the dialog and all of its parts. Note. When a document is associated to an element, any temporary web links that are named identically to document web links contained in the associated document will be replaced for convenience. This functionality reduces the amount of additional work you must do since the connections are automatically maintained. All temporary web links must be deleted or replaced with real document web links before the dialog can be completely valid.
Cross Dialog Links	If the dialog has any cross-dialog links embedded within its documents, this section is used to control where they point. When a document is associated with the element, this section will automatically reflect any of the cross-dialog web links that have been created in the associated document. Cross dialog links require a dialog and subsequent Landing or Standalone Page to which to send users when they click on the link. Both are chosen in this grid. Add Temporary Cross Dialog Link is used to create a cross-dialog link that acts as a placeholder until a document is associated. Note. When a document is associated with an element, any temporary cross-dialog links that are named identically to document web links of type Cross-Dialog contained in the associated document will be replaced for convenience. This functionality reduces the amount of additional work you must do since the connections are automatically maintained. All temporary cross-dialog links must be deleted or replaced with real document web links before the dialog can be completely valid.

Intermediate Page

An Intermediate Page is used to connect multiple pages together. It is used in conjunction with the Landing Page, and can be followed by another Intermediate Page or a Final Page.

Note. Documents that are associated with the Intermediate Page element must have a Submit button in order to be validated by the Dialog Check.

Final Page

A Final Page is used to end a path with either a lone Landing Page or a Landing Page followed by one or more Intermediate Pages. The Final Page has no On Submit button specified in its associated document, and only Web Links (from the document with which it is associated) can originate from it.

Standalone Page

A Standalone Page is a single, self-contained web page with no other pages connected to it. Standalone Pages can only be reached from web links, or elements that represent web links such as External Event Triggers or Web Link Promotions. They have no On Submit button specified in its associated document, and can only contain web links (from the documents with which they are associated).

Web Link Promotion

A Web Link Promotion (commonly called a “Web Link Promo”) allows users to enter the dialog from a banner ad or web link.

By specifying an audience or multiple audiences, you can use a Web Link promotion to track how users are accessing the Landing Page or Standalone Page that is connected to this element. In the Link Report, a URL is generated for every audience that is associated to a Web Link Promotion, and depending on which one a user accesses, metrics can keep track of the number of people who clicked. This functionality is useful for determining how much traffic is being generated by banner ads that are located on different websites, but that point to the same place in a dialog.

Web Link Promos can only point to a Landing Page or Standalone Page, and only an External Trigger can point to the Web Link Promo.

Name	Provide a unique name for the Web Link Promo.
Audience	Assign the Web Link respondents to a audience. Whenever respondents access a web page, Online Marketing tracks them by their audience to ensure accurate statistics in CRM Analytics and the Dialog Performance Report. You can specify one or more audiences. Online Marketing will generate a separate URL in the Link Report for each audience you specify. Note. In order to appear in the Audience list, audiences must be added on the Audience page.
Add Existing Audience	Click this button to add another row to the Audiences list so you can select another audience.

Broadcast Email

A Broadcast Email is used to send out bulk emails based on an audience or multiple audiences.

Broadcast Email can only be reached from a Date/Time Trigger.

Character Set	Select the character set to use for the email from the available options. Note. If Character Set filtering is on for a dialog, this field will show only character sets that have been specified based on the language of the document that has been associated.
Email Address to Use	Specify the email address to which you want to send the email: Email or Email Alternative.
Track Open Rate	Select this check box to allow broadcast emails to be tracked for open rate (whether they were opened and how many times). Open rate tracking only works with HTML emails.
Update invited for Event	Select this check box to update the Invited value in the Event Management interface for a target after the broadcast email message is sent to that target. (In other words, you might select this check box if you are sending the target an invitation to an event, and want to update Event Management to specify that he or she was invited). Refer to the Event Management documentation for more information. See PeopleSoft Event Management Preface.
Dedup Options	By default, broadcast emails are deduped using the Unique System ID profile field, so each person receives only one copy of an email regardless of how many audiences he or she belongs to. You can also choose to dedup broadcast emails on the Customer ID (External ID) or Email address profile fields.
Audience	Select an existing audience to which to send the email. Note. In order to appear in the Audience list, audiences must be added on the Audience page.
Add Existing Audience	Click this button to specify another existing audience for the email's recipient list.
Timing Options	Schedule the execution of this action. You can have it execute immediately after the action that precedes it, or you can specify a delay of seconds, minutes, hours, days, weeks, or months from the previous action. Note. Once a Broadcast Email has been queued it is considered complete and the dialog flow will continue to the next element in the path. If there is a delay in the timing section, then a schedule event is created to queue the email at that later date and time. The flow will continue once the schedule event is created.
Queue Management	Counter Action: Specify what you want the frequency counter to do for this email job. You can choose Increment to increment the counter for the given recipient each time an email is sent to that recipient, or Do not increment if you do not want the frequency counter incremented for the emails in this mail job. Queue Rule: Select the rule to govern how the email queue is handled. You can choose Override Policy to ignore the existing email frequency policy (set on the Global Options page). You might want to use this option when you want an email to go out regardless of the frequency policy rules (for example, a legal disclaimer email). Choose Per Policy to adhere to the existing email frequency policy. Choose Per Policy, Do Not Queue to adhere to the existing policy but not add the emails to the queue (this is useful for testing). Queue Shelf Life: Specify the duration in days that the email should be active after which the system will no longer send it, regardless of the email frequency policy. Queue End Date: Specify a date after which the system should no longer send the email. (For example, if you are sending email to solicit attendees for a conference, you would not want recipients to receive your emails after the conference's date has passed.) Note. In instances where an email has both a shelf life and a queue end date specified, the system will adhere to the earliest date to govern behaviors associated with the frequency management policy. For example, if the current date is 11/15/05, the queue end date is 11/18/05, and the shelf life is 7 days, an email that has already been active for 6 days will be removed from the queue on 11/16/05 (7 days after its activation date) even though its end date is not until 11/18. See Understanding Mail Service Operation. See Defining Email Frequency Policy Information. See Using Interactive Reports in PeopleSoft Marketing Applications.

Single Email

Single Email represents sending a single email to an individual, not an audience.

Character Set	Specify the character set to use for the email. Note. If Character Set filtering is active for a dialog, this field will show only character sets that have been specified based on the language of the document that has been associated.
Ignore “Do Not Email”	Select this check box if you want to ignore the respondent's request not to be contacted by email (for example, you might select this option if you need to send the respondent important information about their account).
Track Open Rate	Select this check box to allow single emails to be tracked for open rate (whether they were opened and how many times). Open rate tracking only works with HTML emails.
Send To Options	These options allow you to specify the individual you want to reach with this email. You can enter a specific email address or addresses, or have the email sent to the respondent. The respondent’s email address can be obtained from profiles or from text entry elements of documents that were shown in this section of the process. Clicking the Merge button allows you to choose which profile field or document field from which to obtain the email address for the respondent. Only document fields from documents associated to the dialog will appear. Note. To specify multiple specific email addresses, the addresses must be separated by a comma and the string must contain no spaces (for example, address@address1,address@address2) You must be aware of the order of how documents will be accessed in your dialog. All document fields will be made available for choosing even if they come after the current element in the dialog flow. This functionality allows looping in the dialog.
Timing Options	Schedule the execution of this action. You can have it execute immediately after the action that precedes it, or you can specify a delay of seconds, minutes, hours, days, weeks, or months from the previous action. Note. Once a Single Email has been queued with the Email Server, it is considered complete and the dialog flow will continue to the next element in the path. If there is a delay in the timing section, the delay happens not on the queuing of the element, but on the scheduling of when a broadcast email job should be started after it has been queued.
Queue Management	These options are identical to those on the Broadcast Email page. See Broadcast Email.

See Using Interactive Reports in PeopleSoft Marketing Applications.

Update Profile

Update Profile allows for the update of an individual's profile information. It can use information that was either collected in documents or it can set profile fields to specific predetermined values.

Profile Rules

Specify the profile fields to be updated. Field: Select the profile field you want to update. Operator: Select either is set to, or, for numeric attributes, you can also select Increment or Decrement. Value: Specify the field that contains the value to place in the profile. You can select a profile field or a field in the web document. . You can also enter a specific value in the Value column. (If you select the web document, it lists only the fields that are of the same type as the field selected in the Field field.) If the field is of a Date or Time type, you can use the Current Date and Current Time values to, for example, capture when a contact responded. The current date and current time are those on the database server. Note. Some operators (for example, Equal to Current Date, Equal to Current Time, Increment, and Decrement) do not allow values; in these cases the Value field is disabled.

Decision Point

The Decision Point action allows Online Marketing to check for a specific condition and perform an action based on the result.

If	Field: Select a field. You can choose from any field (except many rows per content fields) in the Online Marketing profiles, and entry and choice fields in this dialog’s documents. Operator: Online Marketing presents different Operators depending on the type of field selected. Value: Specify a value. When a choice question is selected in the Field column, the valid choices are listed. If the field has a Date or a Time format, you have the option to specify a particular date or time value (Current Date and Current Time are chosen in the Operator field). For example, if a contact responds after the set date/time value, you might have the dialog perform a different action. The date and time used are those on the computer running the database server. You can specify multiple fields, and they can be ANDed or ORed as needed. Use the AND and OR buttons to add additional conditions to the condition list. Use the Delete button to delete a condition. Note. Some operators (for example, Is Empty, Is Not Empty, and Equal To/Prior To/After Current Date and Time) do not allow values; in these cases the Value field is disabled.
Then	Specify the connection to be made if the condition specified is true.
Else	Specify the connection to be made if the condition specified is false.

Custom Element

Custom Elements are actions that you set up to perform activities not delivered with Online Marketing.

The places where Custom Elements can be inserted in the flow are dependent on the specific Custom Element type.

Extension Type	Select a custom extension from the available options of custom actions that are available for use. By default, Online Marketing ships with a “HelloWorld” custom action that is used for testing purposes.
Custom Element Parameters	Specify values for the custom element's parameters. Parameters vary by custom element, and will be preloaded after an extension is chosen. You can change the parameter value for this single instance of the extension. You can also add parameters that have not been specified when the extension was created; these parameters will be stored with this single instance of the extension and will not affect the original extension definition. You can merge in values from the dialog documents or profile fields by using the Merge button. Note. This field appears only when you have selected a custom extension from the Extension type.
Add Parameter	Click this button to add a new parameter to the Custom Element. Note. This button appears only when you have selected a custom extension from the Extension type.

Single TeleSales

The Single TeleSales action creates a prospect for TeleSales and updates the call summary for the selected activity. It is available only for Live dialogs. You can place it in an External Event Trigger flow.

Campaign ID	Select a TeleSales campaign from the available list. Only campaigns with the status of EXEC that include TeleSales activities with activity status set EXEC, Activity Type set to Direct and Marketing Channel set to TeleSales are available for selection.
Activity	Select a TeleSales activity from the available list.

Broadcast TeleSales

The Broadcast TeleSales action creates a prospect for TeleSales and updates the call summary for the selected activity. It is available only for Live dialogs. You can place it in an Date/Time Trigger flow.

Marketing or TeleSales must be enabled on the Installation Options page (Set Up CRM, Install, Installation Options) in order for the Broadcast TeleSales element to be available.

Campaign ID	Select a TeleSales campaign from the available list. Only campaigns with the status of EXEC that include TeleSales activities with activity status set EXEC, Activity Type set to Direct and Marketing Channel set to TeleSales are available for selection. Note. Due to a technical limitation, campaigns that have activities in the EXEC, APPR, or STOP status will appear in the Campaign ID list. However, only activities in the EXEC status will appear in the Activity list. If a campaign includes activities in the APPR or STOP status but none in the EXEC status, the Activity list will be empty for that campaign.
Activity	Select a TeleSales activity from the available list.
Timing Options	Schedule the execution of this action. You can have it execute immediately after the action that precedes it, or you can specify a delay of seconds, minutes, hours, days, weeks, or months from the previous action. Note. Once a Broadcast TeleSales action has been queued it is considered complete and the dialog flow will continue to the next element in the path. If there is a delay in the timing section, then a schedule event is created to queue the event at that later date and time. The flow will continue once the schedule event is created.

At runtime, the Broadcast TeleSales action will regenerate the dynamic audience, and the following will occur to the TeleSales leads for the selected campaign activity:

• Previously contacted prospects are retained, even if they no longer fit the audience's criteria.

• New prospects are added according to audience regeneration.

• Any prospects that were previously generated but no longer fit the audience's criteria are removed.

• Any new prospects that have already been contacted (that is, that are already part of the list) are rejected as duplicates and not re-added.

• The call count is reset accordingly.

Note that only individuals with a Consumer or Contact for a Company role can be added as TeleSales prospects. Any others are rejected and an error message is displayed.

Single Print Correspondence

The Single Print Correspondence action generates a correspondence request, which results in a letter being generated and printed for the current individual. This action can be placed in the External Event Trigger flow.

Language Code	Select a language from the available list.
Template Name	Select a template. Only those templates that have the selected Language Code and Usage defined as Online Marketing will be available for selection.

The following considerations apply to Single Correspondence:

• The individual must be defined in the system in order for correspondence to be generated for that individual.

• If the individual's Do Not Contact or Do Not Mail values are set to Y, the request is ignored.

• Correspondence can be generated only for individuals with the role of Worker, Consumer, Contact for a Company, or Contact for a Partner.

• The Dialog must be in either a Live or Staging state.

• Because the Single Print Correspondence action runs asynchronously from other actions at the same level, you cannot assume that actions following the Single Correpondence action will be dependent upon the outcome of the Single Correspondence action's result.

See Understanding Correspondence and Notifications.

Broadcast Print Correspondence

The Broadcast Print Correspondence action generates a correspondence request, which results in a letter being generated and printed for the current individual. This action can be placed in the Date/Time Trigger flow.

Language Code	Select a language from the available list.
Template Package Name	Select a template package. Only those packages that have the selected Language Code and Usage defined as Online Marketing will be available for selection.
Print Later	Select this check box to specify that the correspondence process should generate the letters, but not print them out.
Associated Audiences	Select an audience for which you want to generate correspondence.
Add Existing Audience	Click this button to add another audience to the list.
Timing Options	Schedule the execution of this action. You can have it execute immediately after the action that precedes it, or you can specify a delay of seconds, minutes, hours, days, weeks, or months from the previous action. Note. Once a Broadcast Correspondence action has been queued it is considered complete and the dialog flow will continue to the next element in the path. If there is a delay in the timing section, then a schedule event is created to queue the correspondence request at that later date and time. The flow will continue once the schedule event is created.

The following considerations apply to Broadcast Print Correspondence:

• An individual must be defined in the system in order for correspondence to be generated for that individual.

• If an individual's Do Not Contact or Do Not Mail values are set to Y, no letter is generated for that individual.

• Correspondence can be generated only for individuals with the role of Worker, Consumer, Contact for a Company, or Contact for a Partner.

• The Dialog must be in either a Live or In Stage state.

• Because Correspondence Management does not support deduplication, an individual can appear in multiple audiences. If this occurs, the system will print more than one letter for the same individual.

• When the action is run, the system regenerates dynamic audiences. For static audiences, the system retrieves individuals' information from the existing fixed audience.

See Understanding Correspondence and Notifications.

Single SMS Message

The Single SMS Message action generates a text message, which is then sent to the selected individual. This action can be placed in the External Event Trigger flow.

Template Name

Select an SMS message template from the available list. You must choose a predefined template—you cannot use this action to send a message that has not already been defined.

The following considerations apply to Single SMS Message:

• The individual must be defined in the system in order for correspondence to be generated for that individual.

• Correspondence can be generated only for individuals with the role of Worker, Consumer, Contact for a Company, or Contact for a Partner.

• The Dialog must be in either a Live or Staging state.

• Because the Single SMS Message action runs asynchronously from other actions at the same level, you cannot assume that other actions following the Single Text Message action will be dependent upon the outcome of its result.

• If no SMS template has been specified for the action, the system rejects it.

See Single SMS Message.

Broadcast SMS Message

The Broadcast SMS Message action generates a correspondence request, which results in a text message being generated and sent to the individuals in the selected audience. This action can be placed in the Date/Time Trigger flow.

Template Name	Select an SMS message template from the available list. You must choose a predefined template—you cannot use this action to send a message that has not already been defined.
Send in Language	Specify a language code for the broadcast SMS action. The system will attempt to send the template in the language specified to the mobile handset. If no version of the template exists in the language specified, the system uses the base language version. If you do not specify a language, the system uses the language from the current user. Only system installed languages are listed in the available list.
Associated Audiences	Select an audience for which you want to generate an SMS message.
Add Existing Audience	Click this button to add another audience to the list.
Timing Options	Schedule the execution of this action. You can have it execute immediately after the action that precedes it, or you can specify a delay of seconds, minutes, hours, days, weeks, or months from the previous action. In order to ensure that all Broadcast Text Messages are sent correctly, you should include at least a 2 minute delay between messages in the Date/Time Trigger flow to allow the SMS service enough time to complete and schedule each request. Note. Once a Broadcast Text Message action has been queued it is considered complete and the dialog flow will continue to the next element in the path. If there is a delay in the timing section, then a schedule event is created to queue the request at that later date and time. The flow will continue once the schedule event is created.

The following considerations apply to Broadcast Text Message:

• An individual must be defined in the system in order for an SMS message to be generated for that individual.

• Correspondence can be generated only for individuals with the role of Worker, Consumer, Contact for a Company, or Contact for a Partner.

• The Dialog must be in either a Live or In Stage state.

• If no SMS template has been specified for the action, the system rejects it.

See Broadcast SMS Message.

Push Lead

The Push Lead action creates a Sales lead using the parameters specified. This action can be placed in the External Event Trigger flow.

Lead Rating	Select a lead rating (Hot, Warm, or Cold) from the available list. The lead rating values are defined within the Sales application at Set Up CRM, Product Related, Sales, Leads and Opportunities.
Product ID	(Optional) Choose a Product ID to be added to the lead. The Product SetID is determined by the dialog's business unit. If a product ID is specified, the product will be included on the lead when it is created.
Custom Element Parameters	You can optionally enter free-form text for these parameter values. Description: Enter some descriptive information about the lead. This information will display as Lead Name in the Sales Lead component. If no text is entered, the default is “Online Marketing Lead.” Note: The text you enter in this field will appear in the lead's Note field. By default, this will be set to “Online Lead from dialog <name of dialog>.”

The following considerations apply to Push Lead:

• Leads can only be created for Consumers and Contacts for Companies. Attempting to create leads for other role types will generate an error message.

• The Sales business unit must be defined for Online Marketing in order to use the Push Lead action at Set Up CRM, Business Unit Related, Online Marketing Definition.

• The Push Lead action does not feed dialog questions and answers to lead table, except to add them in the Push Lead action note field by using merge code: these will be added in the lead's Note section.

• The Push Lead action is not designed to operate under heavy load. You should carefully design your dialogs and only create reasonably well qualified leads. If mass lead creation occurs, the large number of lead-creation requests in Integration Broker can hold up other integration processes and affect performance.

• The Push Lead action only inserts new leads; it does not update existing leads. Further, it does not check for duplicate leads.

• The dialog must be in the Live state.

• Leads are automatically assigned to a sales representative only if the ONLINEMARKETING lead source has been configured properly in the Sales Manage Territory page. Otherwise, the sales manager must use the Sales component to manually assign the lead to a representative.

• Because the Push Lead action runs asynchronously from other actions at the same level, you cannot assume that other actions following the Push Lead action will be dependent upon the outcome of its result.

See Setting Up Sales Leads and Opportunities.

See Defining Online Marketing Business Units.

See Also

Setting Dialog Options

Selecting Audiences for a Dialog

Audiences are the contacts you want to reach in your dialog. Each dialog that contains Broadcast Email and/or Web Link Promotion actions must have at least one audience defined.

Access the Dialog Designer - Audiences page (click the Audiences tab on the Dialog Designer page).

Audience Name	The name of the audience, which will be visible from the dialog.
Go to Audience Builder icon	Click to navigate to the Audience Builder for the selected audience.
Audience ID	The unique identifier for the audience.
Internal/External	Internal audiences consist of recipients in the Online Marketing database who are contacted directly via broadcast email messages from Online Marketing. External audiences consist of recipients not in the database who are contacted through a source outside the Online Marketing software (such as a banner ad).
Count	The current count of how many members are in the audience.
Audience Status	The current status of the audience. Possible values are: In Design, Designed, Scheduled, Processing, Generated, Approved, Committed, and Archived.
Times Referenced	The number of times the audience is referenced in the current dialog. Only audiences that are not referenced by any elements can be unattached from the dialog.
Add Existing Audience	Click this button to select another existing audience to add to the dialog.
Create New Audience	Select an audience creation method from the available options. Note. If you have purchased PeopleSoft Marketing, more options will be available to you. Additionally, only components where the current user's role allows them to access will be listed.
Create	Click this button to create a new audience using the creation method you chose.

See PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook.

Creating Audiences in Dialogs

If you have licensed the PeopleSoft Dialogs product but not the PeopleSoft Marketing product, you can still create audiences to use with your dialogs. You can use the following audience creation methods within Dialogs:

• Saved Search

• Import Audience

• External Audience

To create an audience using a saved search on a Configurable Search page that has been set up to create audiences:

1. Navigate to an enabled Configurable Search page via Customers CRM, Search or from the Audiences tab in the Dialog Designer (such as Person Search or Company Search in the Create New Audience list).

2. Define the desired search criteria.

3. Click the Save Search Criteria link.

   The Save Search As page is displayed.

4. Select the Save As Audience check box.

5. Enter a name for the audience. The default audience name is based on an existing Saved Search Audience link. If no such link exists, the name is defaulted based on the Saved Search name. Audience names must be unique across all users.

6. Choose an audience type: Fixed or Dynamic. A Fixed audience consists of a list of target individuals. A Dynamic audience is generated by a query at runtime.

7. Click the Save button to save the audience.

See Also

PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook

Defining Documents for the Dialog

Access the Documents page (click the Documents tab on the Dialog Designer page).

Document List	Displays the documents that are currently part of this dialog.
Document Name	Name of the document that has been associated to this dialog.
Go To Document Designer	Click to display the Document Designer for the selected document.
Document Type	Documents that can be associated to a dialog are either web documents or email documents. The type dictates whether the document will appear in the various elements' document lists.
Language	The language of the document. The language can play a role in which character sets are valid to be chosen for a dialog element.
Times Referenced	The number of times the document is referenced in the current dialog. Only documents that are not referenced in any elements can be unattached from the dialog. Note. Documents that have gone Live or that have been imported or exported can no longer be removed from the dialog.
Add Existing Document	Click to choose an existing email or web document to add to your dialog.
Create New Document	Select Email Document or Web Document and click to display the Document Designer.

See Also

Designing Web Documents

Designing Email Documents

Designing Web Templates

Viewing Dialog Elements

You can view a list of all the elements currently in the flow of your dialog.

Access the Dialog Designer - Elements page (click the Elements tab on the Dialog Designer page).

Type	An icon indicating the element type.
Dialog Element	The name of the element.
Complete?	If the element is complete (does not require anything further to function correctly), a green check mark displays. If incomplete (for example, if it needs more information), a red square displays. You can determine what is not complete about an element by running the dialog check.
Connections	Describes the manner in which the element is connected to other elements in the flow. Primary connections and web links (real and temporary) appear in this field.
Delete icon	Click the trash can icon on an element's row to delete it.

Defining Program Details

The Program Detail tab appears only if you have also licensed CRM Marketing, and only if the dialog has been created beginning at the Marketing Programs page (not the Dialog Designer page).

See PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook.

Defining Tasks

The Tasks tab appears only if you have also licensed CRM Marketing, and only if the dialog has been created beginning at the Marketing Programs page (not the Dialog Designer page).

See PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook.

Defining Costs

The Cost Summary tab appears only if you have also licensed CRM Marketing, and only if the dialog has been created beginning at the Marketing Programs page (not the Dialog Designer page).

See PeopleSoft Enterprise CRM 9.1 Marketing Applications PeopleBook.

Saving Online Dialogs

Whenever you make any changes to an online dialog, you must save the dialog to ensure that your changes are not discarded. Whenever you attempt to go to another Online Marketing feature (such as Web Templates) without first saving changes you have made to the dialog, Online Marketing prompts you to save the changes. You can save a dialog from any page in the dialog.

To save an online dialog, click the Save button in the toolbar.

Cloning Online Dialogs

Cloning an online dialog allows you to reuse the elements and flow of the dialog in a new dialog without having to recreate them.

Access the Dialog Designer - Clone page (click the Clone Dialog button on an existing dialog).

When you clone a document, you will need to enter new and unique values for the following fields:

• Dialog name

• All document names.

Note. When cloning a dialog, unique names are automatically generated for the dialog and all associated documents. (For example, a document named IntroEmail becomes IntroEmail 1, but if the original document's name was IntroEmail 2, the clone would be named IntroEmail 3.)

To clone documents associated with the dialog, give each document a new name. If you do not provide a new name for a document, the system appends the next available number to the end of the document name to make it unique.

The dialog can be cloned across business units if the business units share setIDs for both audiences and documents. If a dialog has no audiences or documents associated to it, it can be cloned across all business units.

Setting Dialog Options

You can set options for your dialog to govern how matching rules are applied, whether character sets are filtered, and whether to use the Graphical Designer to set up your dialog's flow.

Access the Dialog Designer - Options page (click the Options button on the Dialog Designer toolbar).

Matching Options	Select the Use Individual Rules check box to require that individuals inserted into the system must meet the criteria specified before they can be matched with an individual already in the system. By default, individuals must match Email Address and Last Name. Select the Use Organization Rules check box to require that organizations inserted into the system must meet the criteria specified before they can be matched with an organization already in the system. By default, organizations must match Organization Name. Note. If an individual linked with a company that already exists in the system is inserted and the Use Individual Rules check box is selected, the company information will not be reinserted even if the Use Organization Rules check box is not selected.
General Options	Select the Filter Character Sets check box to allow the Dialog Designer to only show character sets that match the language of the currently selected document associated to an element. If this check box is cleared, all character sets in the system will show regardless of the language of the document. This option should only be turned off if the dialog designer has a good understanding of languages and character sets.
Graphical UI Options	Select Use Graphical Designer if you want to design your campaign flow graphically, displaying and manipulating the elements and their connections on a canvas. Specify the full height and width of the canvas in pixels. The default for each is 5000. Specify the viewing area height and width (that is, the part of the canvas actually visible on the screen at any given time) in pixels. The default height is 360, and the default width is 745.
Install Flash Player	To use the Graphical Designer, you must first install the Adobe Flash player. Click this button and follow the instructions to install the Flash player.

See Setting Up PeopleSoft Online Marketing.

See PeopleSoft Enterprise CRM 9.1 Supplemental Installation Guide