Smart Channel identifies the channel (Email, SMS, Web Push or Mobile Push) that creates the most engagement (clicks) for each contact and thus adapts the channel used for each targeted contact when sending a message in an automated campaign. Concretely, to use Smart Channel, you must add a Smart Channel action in an automated campaign. The system analyzes the interactions (clicks) on the messages sent via each channel in the project. A channel must have more than 3 unique clicks (by different contacts) for the channel to be considered. The calculation is performed approximately every 24 hours.
Requirements
- More than one channel must be activated in the project
Step 1: Configure Smart Channel
Start by configuring Smart Channel globally for the project. Go to Project → Other Configurations and click Smart Channel:
You can then adjust default settings if necessary.
Excluded communication types
Depending on your consent structure and your campaign goal, you could decide to exclude one or several communication types:
Priority order
In case of equality between 2 channels for the same contact, this order will determine the priority between the 2:
Attention! You must wait 24 hours for the configurations to be applied to the channel calculation.
Step 2: Add a Smart Channel Action in an Automated Campaign
In an automated campaign, add a Smart Channel action:
Resources |
Step 3: Choose the Channels
Go to the edition of the Smart Channel action:
Select the channels to include in this action:
Then, indicate the fallback channel:
When you are done, click Save.
Step 4: Select the Messages to Use
You must add a message for each channel included in this action by double-clicking on each channel:
Then, click Select and choose a message from the list.
Step 5: Determine the Entry and Exit Points
Finish by selecting the entry and exit points. By default, there is only one exit point, but you could add one for contacts who are non eligible for all the channels included in the Smart Channel action. This exit point could redirect to another action, such as a profile update or to a campaign end. 
To add an exit point for Pour ajouter un point de sortie aux non éligibles, rendez-vous dans les options supplémentaires :
Then, check "Show not eligible exit point".
Consulting a Contact's Smart Channel
In contact profiles, you can see their Smart channel in the Channel admissibility section: