About KANA Direct

KANA Direct provides KANA Response with the functionality to send outbound email campaigns to customers.  You must be a Response Administrator or Content Manager to create and send campaigns. Following are descriptions of the new features introduced with Direct:

• Email Templates—Email templates are created in the Admin Client, to use for campaign email.   Email templates are similar to existing Response templates and phrases; they may contain merge fields, as well as attachments.  Currently,  KANA Direct only supports the following merge fields for email templates:  first name, last name, full name, email address. Follow the steps in Email Templates  to create a template.

• Email Mail List—An email mail list is an ASCII text document containing email addresses for use in a campaign.  The mail list document uses the following format:

<first name>, <last name>, <full name>, <email address>.

Email mail lists can be created manually by hand, or through the "Find" feature in the Response Mail Client.  To use the mail lists, the files must be placed on the Response server’s mail list directory, under "part_<partition>/maillistattachments" directory, in a manner similar to category attachments. Follow the steps in Create a Mailing List.

• Find functionality— The find functionality in the Mail Client can export to an email mail list by two methods:

1. From the Customer Find Results window—Click the Export Customer List icon on the toolbar to export the results to an email mail list file.

2. From the Message Find window—Select the checkbox labeled Find customers whose messages fit above criteria to find customers whose messages fit the Find criteria you specify.  From the results, ,you can export the customers to an email mail list by clicking the Export Customer List icon on the toolbar of the Customer Find Results.

Remember to save the files on the Response server’s mail list directory, under the "part_<partition>/maillistattachments" directory.

Key Points

• Only Response Administrators or Content Managers can create campaigns in the Mail Client.

• Campaigns cannot be routed to another agent.

• The campaign subject and body cannot be modified in the Mail Client. Only selecting an email template will change the subject or body.  To change the subject or body, you must be in Content Admin to modify the original email template.

• Campaign messages do not show up in statistics.

• Completed campaign messages will show up in Find results.

• Campaign Email Templates only support the following merge fields:   first name, last name, full name, email address.   Any other merge fields will be ignored.

Create and Send a Campaign

Follow these steps to create and send a campaign:

1. Create one or more email templates. To create a template, follow the instructions at Email Templates.

2. Create one or more email mail lists and place the lists on the Response server. To create a mail list, follow the instructions at Create a Mailing List

3. Log on to the Mail Client as an Administrator.

4. Click the "Create a new campaign message" icon on the Mail Client inbox.

5. Fill in the required fields:  Campaign Name and Campaign Description.  Select a mail list and an email template.   

6. Upon selection of an email template, the "subject" and "body" of the email campaign are automatically populated, and cannot be edited in the Mail Client.

7. Optionally, add additional recipients in the To, Cc or Bcc lists.

8. Click Send to mail out the campaign.

How do I create an email template?

Learn more about Content Administration.

Learn more about System Administration.