In Dialog Insight, communications can be sent across multiple complementary channels, each suited to specific objectives and contexts. Emails, SMS, RCS, web push notifications, and mobile push notifications allow you to reach contacts where they are most receptive, depending on the nature of the message and the desired level of engagement. Other features, such as landing pages, intelligent channels, automations, and planning and orchestration tools, complement these channels, enabling you to optimize, coordinate, and personalize communications at scale. This article presents all of these possibilities to help you better understand how to structure effective and consistent campaigns in Dialog Insight.
Channel Presentation
Emails
Email is the most versatile and widely used communication channel in relationship marketing. It allows to share rich and detailed content, including images, calls to action, promotional offers, and personalized information. Thanks to its numerous segmentation and automation capabilities, it is particularly effective for building customer loyalty and maintaining regular communication. For example, a company can send a weekly newsletter, a purchase confirmation, or a targeted promotional campaign based on its subscribers' interests.
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SMS
SMS is a direct communication channel known for its excellent open rate and fast reading time. Since text messages are usually read within minutes of being received, this channel is ideal for urgent or high-visibility communications. SMS is commonly used to send reminders, alerts, confirmations, or time-limited offers. For example, a business can send an SMS to remind a customer of an appointment or announce a promotion valid for only a few hours.
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RCS
RCS (Rich Communication Services) is an evolution of SMS that enables enriched messages, including images, interactive buttons, carousels, and more engaging visual elements. This channel offers a modern conversational experience directly within the native messaging app on compatible devices. RCS is particularly well suited for interactive marketing campaigns or more immersive brand communications. For example, a company can showcase multiple products in an interactive carousel, allowing contacts to quickly access a product page or promotion.
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Web Push Notifications
Web Push notifications allow you to send short messages directly to users’ web browsers after they have opted in. Even when the website is not open, notifications can appear on the user’s device, making this an excellent channel for quickly driving traffic. This type of communication is often used to promote content, announce new releases, or re-engage visitors. For example, an e-commerce website can send a notification when a product is back in stock or when a sale begins.
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Mobile Push Notifications
Mobile Push notifications are sent directly to mobile devices via an installed application. They allow organizations to quickly reach users with personalized and contextual messages while increasing engagement with the app. This channel is particularly effective for mobile applications aiming to improve retention or encourage specific actions. For example, an app can send a notification to inform a user that a new feature is available or that a personalized offer is waiting inside the app.
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Landing Pages
As a complement to communication channels, you can create landing pages, which are dedicated web pages designed for a specific campaign or objective and do not require complex web development. A landing page can be used to present an offer, collect information via a form, promote an event, or direct contacts toward a specific action. Landing pages can be directly integrated into marketing campaigns, ensuring a seamless transition between the communication received and the intended action. For example, a promotional email can redirect users to a landing page containing offer details and a registration or purchase form.
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Smart Channel
The Smart Channel automatically selects the best communication channel for each contact based on their engagement history. Instead of sending the same message through a single channel to all contacts, this feature analyzes past interaction, such as clicks or opens, to determine whether a contact is more responsive to email, SMS, web push, or mobile push notifications. This approach helps increase engagement while optimizing customer experience and campaign performance. For example, in a promotional re-engagement campaign, the same message could be sent via SMS to a contact who is highly responsive to text messages, while another contact might receive it via email or push notification depending on their behavior.
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Automations
Automated Campaigns
You can automate campaign delivery by triggering messages based on specific actions, behaviors, or events in a contact’s journey. This approach makes it possible to automatically send personalized messages at the right time, without manual intervention. Automated campaigns can support various scenarios such as onboarding new contacts, post-purchase follow-ups, or abandoned cart reminders. They help maintain continuous and relevant communication while reducing repetitive tasks for marketing teams.
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Send Time Optimization
In addition to automation, Dialog Insight also offers Send Time Optimization (STO) for email and SMS. This feature analyzes each contact’s engagement habits to send messages at the time they are most likely to open or interact with them. The goal is to improve campaign performance by increasing open and engagement rates. Send Time Optimization can be used in both standalone campaigns and automated journeys to make every communication more effective.
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Campaign Planning
Calendar and Campaign List View
Dialog Insight offers a Calendar view and a List view to centralize and visualize all scheduled, ongoing, or completed campaigns. These views make it easier to manage marketing communications by providing a clear overview of planned sends across multiple channels, such as email, SMS, or Push notifications. The Calendar view is particularly useful for planning communications over time and avoiding conflicts or over-messaging, while the List view provides quick access to campaign details and status. These tools help teams better coordinate their marketing activities and ensure consistent communication planning.
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Campaign Orchestration
In addition to campaign planning, Dialog Insight also enables campaign orchestration to better control the customer experience across channels. Orchestration allows teams to define rules for priority, frequency, and exclusion to prevent contacts from receiving too many messages within a given period or across multiple channels simultaneously. This approach ensures more consistent, coordinated, and respectful communication based on contact preferences. For example, it is possible to limit the number of marketing messages a contact receives per week or prioritize certain types of campaigns over others.
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