Voice Broadcast

Objective

Setting up a Voice broadcast using Jumper.ai.

Applies To

• Jumper
• Voice
• Broadcast
• Live Chat

Voice notification broadcasts involve sending pre-recorded or text-to-speech messages to a large group of people. They are commonly used for:

• Alerts and emergencies: Informing people about critical situations like severe weather, security threats, natural disasters, or evacuations.
• Reminders and updates: Send notifications about appointments, deadlines, school closures, or changes in public transportation schedules.
• Marketing and promotions: Sharing information about sales, services, new products, or upcoming events.
• Public service announcements: Disseminating important information from government agencies or organisations about public health, safety, or community events.
• Business communications: Sending reminders, updates, or promotions to customers or employees.
• Elections: Broadcast important information such as Voter reminders, polling updates, candidate profiles, real-time results, election day logistics, and election security alerts.

Prerequisite

• Have an account within the Vonage API dashboard.
• Have an account within Jumper.ai.
• Have numbers purchased under the Vonage API dashboard.
• Enable and connect the Voice channel under Jumper.ai. Learn more about how to connect Voice Channel with Jumper.ai.

Procedure

The following topics will be covered:

• Creating Voice Template
• Creating Voice Broadcast
• Analytics

A. Creating a Voice Template

1. Login to the Jumper.ai dashboard, and navigate to Sales channels >> Voice.

2. Click on the Voice Templates tab.

3. Click on the Create new button to start creating your template.




4. Now provide a name for your template (e.g. New Offer), then click on the + Add new button under the Message Content section to add your message type.

5. Now select an option between  Pre-recorded message and Text-to-speech. You can either select one of the message types or combine both message types for your template based on your business requirements.

Pre-recorded message: Deliver a personalized touch with our pre-recorded message option, allowing you to share authentic and customized audio content.



Text-to-speech: Transforms the written text into expressive speech, leveraging our Text-to-Speech feature for dynamic and versatile communication.



Note: You can only include a single combination, comprising one Text-to-Speech (TTS) message and one pre-recorded message. You cannot add two or more Text-to-Speech (TTS) or two pre-recorded messages for a single template.

Text to speech

Once you have selected the message type as Text to speech, click on the collapsible tab for the expanded view to edit your message.



Now enter the text message for the template.

Note: Maximum character limit is 1500 for the text in Text to Speech message.


You can also add variables like User’s First Name, Store Name, or a Custom field variable to personalize your template.

Click on the Insert option below the text message field, then select the variable you want to add.

Note: Custom variables can be utilised to add personalized text at the time of sharing the template via Broadcast.

Once added it will appear within your text message.




Now select the Language and Language Style for your template. You can also utilize the benefit of Premium Voice to enhance your customer experience. Click on the enable option for Use Premium Voice to use the same or kindly skip it.

Note: Premium Voices are chargeable at a rate of €0.0027 per 100 characters. For more details please check the documentation.

Now adjust the Volume Level for the text-to-speech voice message by adjusting the scale through dragging. Next, specify the number of Loops to determine how many times you want to repeat the message.

Note: In case you have selected both message types and set their loops for more than once, first the text-to-speech message will be played on loops for the mentioned number of times, post the completion of the TTS message, the Pre-recorded message will be played for the number of times mentioned in the loop.

Pre-recorded message

To add your Pre-recorded message, click on the + Add new button and select the Pre-recorded message type.

Now, click on the collapsible tab for the expanded view to edit your message.




Click on the Select audio file to upload option, to add your pre-recorded audio file. Currently, the supported audio types are limited to .mp3 and .wav formats with a maximum limit of 5 MB.

Once uploaded, you will find the option to hear the uploaded audio file, click on the Audio File option for the same.

Now adjust the Volume Level for the Pre-recorded voice message by adjusting the scale through dragging. Next, specify the number of Loops to determine how many times you want to repeat the message.

Note: In case you have selected both message types and set their loops for more than once, first the text-to-speech message will be played on loops for the mentioned number of times, post the completion of the TTS message, the Pre-recorded message will be played for the number of times mentioned in the loop.

6. Specify the ‘Answered’ Timer Length in seconds, with a range from a minimum of 1 second to a maximum of 7200 seconds, and the 'Ringing' Timer Length in seconds, with a minimum setting of 1 second and a maximum of 120 seconds.

Answered’ Timer Length in seconds: Sets the number of seconds that elapse before Vonage hangs up after the call state changes to answered.

Ringing' Timer Length in seconds: Sets the number of seconds that elapse before Vonage hangs up after the call state changes to ‘ringing’.




7. After editing your voice message, click on the Save option.

8. Now your template is saved and ready to be used for your customers. Now you can also test the saved voice template, simply by clicking on the edit icon.




9. Navigate to the preview screen on the right-hand side, select the number under the dropdown list from which you want to initiate the test call, and then input the number to which you want to receive the call.

10. After adding both numbers, click on the Test Call button to initiate and receive the test call.

Note: If you have configured both message types (i.e., Text-to-Speech and Pre-recorded message), the sequence will commence with the Text-to-Speech message followed by the Pre-recorded message.

B. Voice Broadcast

1. Navigate to Automations >> Broadcast in the menu.



2. Click on the Create Broadcast option.

3. Now set a name for your Broadcast (Voice Broadcast) and select Voice channel under Messaging Channels.

4. Now select the number using which you want to send the voice broadcast from the dropdown.

5. Under Create message, search and select the voice template, which you want to send to your customers (e.g. New Offer).

6. Once you have selected the template, you can view the preview of your template on the right side of your screen.

In case, you have added a Pre-recorded message for your Voice template, click on the option Listen audio file under preview, to hear the Pre-recorded message.

7. Under Settings, select the preferred option for your targeting from the Filters, Segments, or CSV file upload option.


Voice Broadcast Using Sender ID in CSV



To send your broadcast using multiple numbers connected under your voice channel, follow these steps:

• Download the sample CSV file.
• Add a new column named "sender_id" to the CSV.
• In the sender_id column, specify any number bought through the Vonage API dashboard.
• Now, each of the customers will receive a call from the respective number provided in the sender_id column.
  
  Note: The number mentioned under the sender_id column will override the number which you have selected while configuring the broadcast messaging channel section.

.

Broadcast using Filters (Applicable to existing customers or Imported customers via CRM)

In this method By selecting filters from below in Targeting, you need to add conditional filters to your broadcast for your targeted customers.

Conditions

With the below conditioning options, you can only target existing or Imported customers.

You will find 4 types of conditions which can be applied to your broadcast message, i.e. Custom Tag, Last Interaction, Personal details & Custom field.

Custom Tag: In this condition, you will find a list of dropdowns of your added custom tags to the customer who has any past interactions, select any one of the tags. To add more tags simply add a new condition.

Last Interaction: In this condition, all customers who had past interactions with any of the selected filters will receive your broadcast message.

Here you will find a list of the following filters to select from -

Interaction Date, Interaction Time, Talked with Agent, Completed the product flow, Completed the collection flow, Completed the bot flow & Has Item in Cart and not paid.

Personal Details:  In this condition, you can add filters which will be based on the personal information of the customer, such as Name, Email, Number & Gender, followed by the targeting conditions such as Is, Isn’t & Is unknown. (the targeting conditions only apply on Name / Email / Number )

Let's say you select the Gender option under Personal details, then you need to select a gender option from the dropdown to be applied to the filter.

Custom field: With this filter, the custom fields are stored in CRM/live chat for each customer, it's a "key:value" pair, for example,  "premium user:true".

Note: To know more about how to add and manage conditions, click here.

8. Now select the Scheduling option and specify when you want your broadcast to be sent, here you can choose between Send now or Send later options. Once scheduled, click on the Save & send button.




9. Once the broadcast has been sent to all the targeted customers, the status of the broadcast will be updated to Complete, post 30 minutes of the completion, click on the Broadcast outcome option to check the delivery status of your broadcast.




10. You will find a popup to download the CSV file, click on the Download CSV button.

11. In the downloaded CSV file, check the column DeliveryStatus for information on the delivery of your broadcast for each of your customers.



If the Delivery Status appears as Failed, refer to the FailReason column for details regarding the delivery issue.

C. Analytics

You can view analytics for your Voice broadcast, by simply clicking on the View analytics button on the broadcast page.


Under the Broadcast Tracker tab, select the voice broadcast for which you want to view the analytics.

Note: Since the voice is a 1-way outbound broadcast, the response section will be always shown as 0.


Know more about Broadcast Tracker.

Select the Channel as Voice.


Filter the broadcast status, and select the date range for which you want to view the Analytics.