Oracle Eloqua messaging

What You Will Need

• Infobip account. If you don't have an account, you can create one.
• Oracle Eloqua account
• Sender for SMS and WhatsApp

Available Channels

SMS

• Inbound and outbound text messages with placeholders
• Decision service that uses a trigger to check whether the message was delivered to customers
• Reports about sent messages and service instances
• URL shortening and URL tracking

WhatsApp

• Outbound text and media messages with placeholders
• Decision service that uses a trigger to check whether the message was delivered to customers
• Reports about sent messages and service instances

Installation and configuration

To install the Infobip Messaging App, go to Oracle Marketplace and search for the Infobip Messaging App. 

After installing the Infobip Messaging App, you then need to configure the app to link your Infobip account with Oracle Eloqua.

1. Click Authorize to allow Infobip to gain access to your data in Oracle Eloqua.
   
2. If you don’t have an Infobip account, you can sign up for an account.
3. Connect your Infobip account to your Oracle Eloqua account by entering the API key.
4. Click Next.
5. Enter your Infobip API Base URL.
6. Enable the channels you want to use by clicking the toggle button. For example, Enable SMS.
7. If you plan to use an alphanumeric sender, add it to the Alphanumeric/short codes Sender textbox.
   
8. Click Finish to save the configuration.

Send a Campaign

When you have an Infobip account and your testing or purchased Infobip SMS and WhatsApp numbers, you can start testing and sending campaigns.

This campaign example uses the following elements:

• Segment members as an entry point
• Infobip Action Service to configure the Infobip Messaging action
• Infobip Decision Service to save the information from the Delivery Reports
• Verify and Publish

Create a Segment and Filter

Segments allow you to group people according to certain criteria, which you can then use to target a campaign. To create a segment of people, see the Oracle Eloqua documentation.

Set up the filter criteria for filtering the segment based on URL clicks.

To filter a segment:

1. In Oracle Eloqua, go to Audience > Segment > Filter Criteria.
2. Search for Sms Link Clicked – Infobip Sms Activity.
3. Click this activity.
4. Find the URL for which you want to create the filter.
5. Depending on the use case, include or exclude filtered customers.

Create a Campaign

When creating campaigns, you can give a custom name to each service. This enables you to identify the relevant service when analyzing campaign results in reports.

To create a campaign in Oracle Eloqua using Infobip Messaging:

1. In Oracle Eloqua, on the menu bar, go to Campaigns.
2. Click Create a Multi-Step Campaign > Blank Campaign.
3. Click Choose.
4. In the menu on the left, choose Segment Members to specify the people to whom you want to send the message.
5. In the menu on the left, choose Send Infobip SMS Message, and then:
   1. Double-click the Send Infobip SMS Message element.
   2. Click the Edit icon to open a blank SMS composition slate (Cloud Action Configuration).
   3. Select sender from the Choose sender drop-down list of registered Infobip senders.
      
   4. Compose the message.
   5. Select a Placeholder to personalize the message, or manually type in the information in the Placeholder textbox. (optional)
   6. Enable URL shortening and/or Track the number of times an end-user clicks a URL by enabling the Track clicks checkbox. (optional)
   7. Click Save.
6. Choose Send Infobip WhatsApp Message.
   1. Double-click the Send Infobip WhatsApp Message element.
   2. Click the Edit icon to open a blank WhatsApp composition slate (Cloud Action Configuration).
   3. Select sender from the Choose sender drop-down list of registered Infobip senders.
   4. Select a Template Type to compose a message:
      • Text Template
      • Rich Media Template which contains different types of headers, buttons, and footers
        
   5. Define your message in the predefined textbox and rich media if selected.
   6. If the template contains options to personalize the message, carry out one of the following actions in the Placeholders field.
      • Choose a placeholder from the list
      • Manually type in the information in the Placeholder textbox
   7. Click Save.
      
7. Add the Is Message Delivered service (Infobip SMS / WhatsApp Message Delivered decision element). This service checks whether the message was delivered to the customer.
8. Branch the customer journey for each possible outcome.
9. Click Verify and Save to check whether there are any errors.
10. Click Activate to activate the campaign. You can schedule the campaign to Start Now or Start Later.

URL Shortening and URL Tracking

The Infobip SMS app offers the following features:

• URL shortening: Reduce the length of URLs
• URL tracking: Track the number of times an end-user clicks a URL.

Enable URL Shortening and URL Tracking

You can enable URL shortening and URL tracking in the Send Message window.

You can enable URL shortening without enabling URL tracking. However, if you enable URL tracking, URL shortening is enabled automatically. If you deactivate URL shortening, URL tracking is disabled automatically.

After you activate your campaign, the URL activity for each customer is saved in that customer’s profile. The URL activity is saved in External Activity – Infobip SMS Activity.

Distributed Ledger Technology (DLT) Templates

This feature is applicable only when you send SMS messages to customers who are in India.

When you send messages to customers who are in India, you must use distributed ledger technology (DLT) templates. Your Eloqua account must have an Entity ID and you must register your templates on the DLT platform. To create and register the templates, contact your dedicated Account Manager or contact our Sales team by using the Infobip Contact form.

To use the registered DLT templates in your campaign, carry out the following actions:

1. In Oracle Eloqua, go to your campaign.
2. Double-click the Send Infobip SMS Message element.
3. Click the pencil icon.
4. Enable DLT.
5. In the DLT Entity ID field, enter the entity ID of your Eloqua account. You can obtain this value from the ID field.
6. In the DLT Template ID field, enter the ID of the DLT template that you want to use. You can obtain this value from the Template field.

View Delivery Reports

To view reports in Oracle Eloqua for a campaign that uses Infobip Messaging, carry out the following steps:

1. In the menu on the right, click Apps > Infobip Messaging Reports.
2. Specify the Action Message Service for which you want to see the report.
   • If you select Infobip SMS Action there are three tabs where you can see All status messages numbers together, Delivery Status numbers, and URL Clicks
   • If you select Infobip WhatsApp Action there are three tabs where you can see All status message numbers together, Delivery Status numbers, and Seen number
3. Click Export Details to generate a report in Excel.

The Delivery Status messages are as follows:

• Pending: The number of messages that are in the delivery process
• Error: Information about messages that could not be delivered. Example: Customer's mobile is switched off or unreachable
• Delivered: Total number of SMS messages that were sent successfully

The URL Click Status messages:

• Not Clicked: The number of URL Links that are not clicked
• Clicked: The number of URL Links that are clicked

Seen Status messages:

• Not Seen: The number of messages that are not seen
• Seen: The number of messages that were seen

You can also generate an overall report that includes all campaigns for your account in a specified time frame.

Currently, Eloqua does not support media templates that use the location as a header.