Using service messages in an email campaign

Current version: 10.4

A service message is a one-time message that contains information that the recipient needs to know, validate, or confirm. Service messages are often used to address a legal requirement such as a product recall or privacy concerns. These types of messages have a very high open rate because they are anticipated by the recipient or contain important information.

With service messages, suppression lists, opt-out lists, and sending limits are ignored. Furthermore, contacts who have revoked consent or selected not to be part of the marketing campaign also receive the service message. It is for this reason that you have to be careful when using them. The intent of a service message is not to send marketing material. You do not want to inundate recipients with a barrage of email messages that could result in the recipient missing important information or being frustrated by the excess number of emails received.

Examples of service messages include:

  • Account alert

  • Forgotten password

  • New order placed

  • Subscription confirmation

  • Unsubscribe

Service messages are triggered by a specific event. For example, as soon as shoppers have completed their purchases, you send an order confirmation service message to let them know their order has been received. Along with order details, you may also include shipping information and information about the refund policy. You can customize and personalize a service message using personalization tokens.

Creating an automated email campaign to send a service message

You can create a service message for either a regular or automated email campaign. In this procedure, you will be creating an automated email campaign.

To create an automated email campaign:

  1. On the Sitecore Launchpad, click Email Experience Manager.

  2. On the EXM dashboard, click Create and then click Automated email campaign.

  3. In the Automated email campaign window, in the Templates section, click the template you want to base your email campaign on.

  4. In the Name field, enter a name for the campaign and click Create.

    The email campaign builder opens.

    The email campaign builder.
  5. On the General tab, in the General information section and the Sender details section, edit the relevant fields.

    • To change the location of the email campaign, in the Location field, click Browse  and, in the Specify location dialog box, navigate to the relevant location, and click OK.

    • To associate the email campaign with a campaign, in the Campaign group field, click Browse  and, in the Select campaign group dialog box, navigate to the relevant campaign and click OK. By default, there is no campaign associated with your email campaign.

  6. On the Message tab, edit the content and layout.

  7. On the Message tab, click the drop-down button, and then select Quick test to send a quick test of the email.

  8. On the Delivery tab, define the delivery schedule, notification settings, and personalization parameters.

  9. In the Classification section, click the Service email campaign check box.

  10. Click Activate message.

  11. Read the warning and click OK if you agree.

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