Amplify in Lead Manager – Meritto

Introduction

Meritto Amplify, our voice broadcast solution for educational organizations, is a powerful tool designed to empower sales and counseling teams by enabling them to focus on high-quality leads, saving time and enhancing productivity. Amplify provides a seamless way to reach a large target audience with minimal effort, utilizing pre-recorded voice messages that ensure important updates and announcements are communicated effectively.

This guide helps you understand how to leverage the power of Amplify as a Communication channel to nurture and engage proactively with leads. As we delve into the details of how to use Meritto Amplify within your CRM, you'll see how this tool can be the key to scaling your outreach efforts and maximizing your impact.

Using Meritto Amplify

A. Create an Amplify Template

After enabling and setting up the required permissions and configurations for Amplify, we can now create Amplify templates. These templates are similar to SMS templates where the users can have a readily available set of customized templates for campaigns. The steps are:

Navigate to “Manage Communication Templates” under Template Manager from the side menu.
In the Communication Templates page, locate and click on the “Create Template” button on the top right-hand side of the page.
In the dropdown menu, select the option “Amplify” option.
The Amplify Template creation page opens up.
In this, first of all, define and enter the Template name that you want to give.
Next, select the College Name for which this Amplify template will be created from the dropdown menu.
Specify where this Template is applicable. For example, if this template is relevant for Lead Manager, then select the “Lead Manager” option from the dropdown list.
Mention the call type, whether it is Transactional or Promotional Template. Select "Transactional" for voice notifications or reminders, and "Promotional" for marketing or sales voice messages. (voiceblast)
Next, upload your Voice File by clicking on the browse button and selecting the appropriate file from your desktop.
Once the upload is complete, you can see a mini Audio player where you can preview the complete voice message file and change the same if needed by re-uploading a new one.
Under “Assign User(s) or Team(s) to Template”, you can specify which particular set of users or teams can have access to the voice template that is being created.
After finalizing the details, click on the “Save” button to create the template or click on “Cancel” if you want to end the process.

B. Amplify Template Approval

After the creation of the Voice (Amplify) template file, the file is uploaded to the vendor’s server and sent for verification. A typical verification takes 20 mins but can vary depending on the length, type, and quality of the voice file uploaded.

Once the user creates an Amplify template, the page redirects to the “Manage Communication Template” page where the newly created Amplify template is shown in the listing. Refer to the screenshot below.
The column headers have specific meanings which are discussed below:
- Template Name: Refers to the Template name entered by the user during the Amplify Template creation step.
- Campaign Type: Refers to the communication channel which is Amplify as the template is created for Amplify
- Applicable for: Refers to which module is the template applicable for
- Template Category: Refers to whether the Amplify template type is Promotional or Transactional.
- User(s)/Team(s) List: Refers to which set of users or teams can the template be available for campaign creation. Click on the “User(s) " or “Team(s)” option will show a list of users or teams in a tiny popup.
- Status: Refers to the verification status of the uploaded Amplify template. There are four statuses available - Pending, Pending for Approval, Enabled, and Rejected. As soon as the Amplify template is uploaded, the status will be pending. Enabled refers to when the vendor finally approves the template, Rejected is when the template file is rejected by the vendor, and Pending for Approval is when the verification of the template is in progress.
- Action: Under this header, we have a few actions that the user can perform which are as follows:
  - Edit: This allows the user to edit some details of the template which only includes Template Name and Assign User(s) or Team(s).
  - Preview: This option opens up a popup whereby the user can listen to the voice file that has been uploaded for verification.
  - Delete: This option allows the user to delete the uploaded voice file.
  - View Version History: If the user edits any details post upload and saves the same, the user details and timestamp are recorded which can be reviewed later under Version history.
  - Disable: Only applicable for “Enabled” amplify templates. This allows disabling the Amplify template so that it cannot be used for the amplify campaigns. This action does not delete the template.

C. Creating an Amplify Campaign for Lead Manager

Once the Amplify templates are approved, the next step is to initiate campaigns. To execute the same for Raw data, here are the steps:

Kindly note, that for Raw Data, the user has to upload the required Raw data onto Meritto CRM.
Navigate to Lead Manager >> Manage Leads
To initiate a campaign, select the leads and click on the three dots on the right-hand side, and select the Communicate option.
Select the option- Communicate from the popup.
The Bulk Communication Popup appears on the screen.
Click on the “” which refers to Amplify.
The Amplify details appear in the popup as shown in the screenshot below.
Enter the following details as described below:
- Campaign Name: Enter or specify any name that you want to assign to the campaign.
- Select Campaign Type: In this, you can select the campaign type (Promotional or Transactional) as configured for your account.
- In Amplify Type, we have two options:
  - Single Voice: In this, a Voice Message will be played to the recipient on a mobile phone. The recipient can only listen to the voice message initiated by the campaign.
  - DTMF: In this, the recipient can listen to the Voice Message and can also input a numerical response using the phone’s dial pad. For example, “Press 1 for Verification”, “Press 2 for Details", etc.. The numerical input clicked by the user will be captured during the campaign.
- Send To: This specifies on which mobile number you want to send the Amplify campaign. It has two options - Register Lead (Primary Number of Lead) and Alternative Number (Alternate Number of Lead)
- Retry: If in case the recipient does not answer or pick up the Voice (Amplify) call, then the same call will be retried to the recipient. Here, the user can specify whether they want a retry or not.
- Select Retries: This is applicable only when the user has selected Retry as “Yes”. In this, users can specify the number of retry attempts to be made which is additional to the first campaign call that is received by the recipient.
- Retry Interval: This is applicable only when the user has selected Retry as “Yes”. Here, one can specify the time interval in which the retry for the voice call will be attempted if in case the recipient does not answer.
- Select Trigger: This is applicable only when the user selects the “DTMF” option under “Amplify Type”. Here, the users specify the action that needs to be taken when the recipient inputs. For example, Press 1 for Verification” has the action “Verification” which can be related to verification of details or lead generation, etc. In this, the only available action, for now, is “Verify Lead via DTMF Input”. This means, that the recipient, after inputting of appropriate numerical response, the recipient’s lead mobile number will automatically be verified under Lead Manager.
- Select Trigger: This one refers to the numerical response that will be input by the recipient when receiving the Voice call. It can be any digit or multiple digits between 0-9.
- Select Template: Under this, only the approved Amplify templates (having status as Enabled) will be shown in the dropdown list. The list is dependent on the option selected under “Select Campaign Type”.
After finalizing the details, the user can also see a mini audio player where they can listen to the selected Amplify Template and change the same if required.
If the User wants to "Schedule" a campaign, they can do so by clicking on the "Clock" icon at the bottom left of the popup. Clicking on this will show the following details -
Select the date and time for scheduling. To cancel the same, click on the "Cancel" button.
If in case you want to have a "Fallback" method, then switch on the "Fallback" toggle as ON. With this, for any lead whose Alternate Number isn't available (If in case the Amplify Campaign needs to be sent on an Alternate Number), for such leads, the campaign will be sent to their Primary Mobile Number.
Click on the “Send Now” option to initiate the Campaign.
Upon successful creation of the Campaign, a success message appears on the top of the Bulk Message popup.

D. Accessing Amplify Communication Reports

Once the campaign is run, users can see the status of the campaign and access reports to track the campaign's effectiveness. The steps to access them are as follows:

Navigate to 'Communication Performance' by searching for the same in the side module menu search bar as shown in the screenshot.
The Manage Communication Logs page opens up.
There are different columns which are discussed below:
- Job Id: Refers to NPF native ID for an executed communication campaign. This is NPF-specific.
- Preview: Refers to the Communication type. Clicking on “Amplify” will open up the Audio Player popup where the user can listen to the voice file used for the campaign.
- Template Name: Refers to the Amplify Template Name.
- Status: Refers to the status of the executed Campaign. It can be either In Progress (when the execution of a campaign is in progress), Completed (when the Campaign has been executed), or Closed (when the campaign has been stopped).
- Communication Start Date: Refers to the timestamp when the campaign was initiated by a user.
- List Name: Refers to the list for which the campaign was run.
- Targeted Audience: Refers to the number of recipients present in the list to whom the campaign was initiated.
- Campaign Name: Refers to the name of the campaign set by the user.
- Campaign Type: Refers to whether the campaign was Promotional or Transactional.
- Sent By/Scheduled By: Refers to the user who created or initiated the campaign
- Action: Under this, there are various options which are described below:
  - Download Report: This will help to download the Communication details described above in an excel sheet.
  - Close: To stop an executed campaign midway, this option needs to be clicked on. Stopping a campaign depends on the vendor who has executed the campaign request sent by Meritto. There can be multiple cases as discussed below:
    - If the vendor has executed the campaign for all the recipients as initiated from CRM, then clicking on Close will show the response - “The campaign has been run already and cannot be stopped at this time.”
    - If the vendor has not executed the campaign for the recipients, then clicking on the Close option will show the response as “The campaign has been successfully stopped. Thank you.”
    - If the vendor is in the process of executing the campaign for the recipients, then clicking on the Close option will show the response as “Some campaigns have been successfully stopped, while others are already in progress”.
  - View Detailed Report: Refers to a detailed report of the particular campaign which is discussed separately.
  - Debug: Refers to the JSON log that was sent in the request for campaign creation
  - Add Campaign Details: Refers to adding or changing the name of the Campaign.
  - Delete: Refers to deleting the Campaign log from the report.

To view the detailed Communication Report, click on the “View Detailed Report” from the action menu popup or simply click on the listed Job ID of that campaign.
The “Amplify Detailed Report” page opens up in a new tab.
There are several columns on this report page which are described below:
1. Name: Refers to the name of the recipient present in the Raw Data list
2. Mobile: Refers to the mobile number of the recipient
3. Communication Date: Refers to the date and time on which the campaign was initiated.
4. Call Duration: If the Amplify call is picked up or answered by the recipient, then this column will show for how long the recipient listened to the call
5. Call Start Time: Refers to the time when the call was answered by the recipient
6. Call End Time: Refers to the time when the call was ended by the recipient.
7. DTMF Input: Refers to the numerical response entered by the recipient if in case the Amplify Call was a DTMF type.
8. Retry Count: The number of retries attempted for the recipient
9. Lead Registered: Refers to the status of the Lead was created for the recipient or not in the Lead Manager
10. Status: Refers to the status of whether the call is answered (Answered) by the recipient, not answered (Not Answered) by the recipient, or whether the call has not been received by the recipient (Pending).
On this page, there is a button named "Amplify Stats" which when clicked opens up metrics as shown in the below image:
As shown, the metrics help to identify the count of certain activities which are defined below -
1. Amplify Sent: This metric refers to the total leads to whom the campaign has been sent to
  . This excludes Invalid and International numbers.
2. Dialed: This metric refers to the total leads to whom the Campaign has been executed. This is the sum of Answered and Not Answered numbers.
3. Status Awaited: This refers to those numbers on which the campaign is yet to be initiated.
4. Answered: This refers to those numbers or leads who have answered the Amplify campaign.
5. Not Answered: This refers to those numbers or leads who have not answered the Amplify Campaign.
6. Lead Verified: This refers to the count of such leads who have pressed a "DTMF Trigger" or the configured numerical input to verify their mobile number via the Amplify Campaign.

E. Using Amplify Activity Filters

On the Lead Manager, similar to Telephony, one can access the "Amplify/OBD Activity" filters that allow any user to specifically filter out leads based on certain activities and related properties. To access the same, follow the below-mentioned steps:

Navigate to Lead Manager.
In the Lead Manager, click on the "Advance Filter" option on the right-hand side of the page.
In the popup, select the "Include Activity Filters" as ON.
Remember to use only either Amplify Activity or Telephony Activity filters at a time. Both Telephony and Amplify activity filters cannot be used in a single instance.

There are different types of Activity Filters which are described below:
1. OBD Start Date: Filter leads based on specific date and time ranges on which the Amplify Campaign was initiated, thereby facilitating analysis of OBD activity during specific periods.
2. OBD Type: Filter leads based on different OBD types such as Single Voice or DTMF.
3. OBD Template Type: Filter leads based on different OBD Template types such as Promotional or Transactional.
4. OBD Campaign Name: Filter leads based on a specific Campaign Name.
5. OBD Status: Filter leads based on their current status of OBD such as Answered and Not Answered.
6. OBD Frequency: Filter leads according to the number of OBD activities performed on them.
7. OBD DTMF Input: Filter leads based on specific DTMF input received from the Lead during a Campaign.

Notes

DTMF Input will be captured regardless of the trigger set for the OBD Campaign.
No Amplify campaign will be scheduled or sent post 8 PM as per TRAI Guidelines.
Activity Filters only work in the ‘AND’ condition with the Lead Filters
For Raw Data, Amplify Campaign will support multi-trigger DTMF Inputs for Lead Creation.
The webhook corresponding to Voice Template Approval will now have the new endpoint structure as this - https://<college_id>-2.msapps2-in1.npfcloud.com/voice/v1/template-status/7/2/<college_id>/

For example, if the institute ID is 5025, then the webhook will be -
https://5025-2.msapps2-in1.npfcloud.com/voice/v1/template-status/7/2/5025/
The webhook corresponding to Voice Campaign Pingback will have the structure as this -
https://voice-pb.npfcloud.com/voice/v1/smartping/2/
Kindly ensure that the URLs are replaced and configured properly on the vendor panel before initiating activities via Amplify.