Setting Up Agent-Driven SMS Nurture in Vanillasoft – Vanillasoft

Agent-Driven SMS Nurture is a feature in Vanillasoft that lets callers create and run their own automated SMS campaigns. Campaigns send from the caller's assigned VoIP number and can include multiple steps, each scheduled to deliver in a specific three-hour window during business hours.

With SMS Nurture, callers can set up multi-step message sequences, trigger campaigns automatically based on call outcomes, and enroll contacts manually from the SMS tab. This article covers how to create a campaign, configure enrollment triggers, and manage active campaigns.

Before You Start

Before using Agent-Driven SMS Nurture, confirm that the following requirements are met:

Agent-Driven SMS Nurture is enabled on your account. If you do not see this feature, contact Vanillasoft Support to have it enabled.
VS VoIP is active on your account and an SMS number is assigned to your user profile.
Your account meets the pricing requirement. For new accounts, SMS Nurture is included in all pricing bundles. For legacy accounts, access requires an annual contract. Contact Vanillasoft Support if you are unsure of your eligibility.

Create an SMS Nurture Campaign

SMS Nurture campaigns are created from the caller interface. Each campaign belongs to a single project and can contain up to 20 messages sent over a period of up to 60 days.

Log in to Vanillasoft as a Caller.
- If you are logged in as an Admin, switch to Caller from the top menu.
Select My CRM from the top menu.
Select My Campaigns from the left menu.
If not already selected, select SMS Nurture Campaign from the top menu.
If the project you want to create the campaign in is not listed, open the Project drop-down and select it.
- Each campaign is only available within the project it is created in.
Click Add Campaign.
Configure the campaign options as needed.
- Available: keep this checked to make the campaign available for enrollment.
- Cancel Nurture on Reply: when checked, the campaign cancels automatically for a contact as soon as they reply to any message in the sequence.
Enter a Name and Description for the campaign.
In the SMS Nurture Message Sequence section, open the Scheduled drop-down and select when to send the first message.
- Immediately: the message sends as soon as the contact is resulted. Use caution when enrolling contacts late at night or early in the morning, as the message sends right away.
- 1 to 60 days: the message sends the selected number of days after the contact is resulted. When you select a number of days, a second drop-down appears to select the delivery time block.
If you selected a number of days in the previous step, open the second drop-down to select the delivery time block.
- Available time blocks:
  - 9:00 AM – 12:00 PM
  - 12:00 PM – 3:00 PM
  - 3:00 PM – 6:00 PM
  - 6:00 PM – 9:00 PM
- The time block is based on the contact's time zone. Vanillasoft selects a random time within the block for each message.
Compose the message content. Use the available tools as needed.
- (1) Spell Check: reviews the message for spelling errors.
- (2) Insert Contact Variables: adds personalization fields such as the contact's first name.
- (3) Insert Opt-Out: appends a standard opt-out message to the end of the SMS.
To add another message to the sequence, click Add SMS Nurture Message and repeat steps 9 through 11.
- You can add up to 20 messages over a period of up to 60 days.
Click Save.
- A "Your changes were saved." confirmation message will appear briefly. The campaign is now active and ready for enrollment.
Click Back to return to the campaign page.
Open the Triggers tab.
For each Result Code you want to configure, open the Actions drop-down and select an action.
- Select an SMS campaign to start that campaign automatically when this Result Code is used on a contact.
- Select Stop Active Nurture to cancel any ongoing or queued campaign for the contact when this Result Code is used.
- Note: Result codes that automatically close a contact are not available in the Triggers tab. Using one of those codes will immediately stop any active or queued campaign for that contact.
Click Save.

Enroll a Contact in a Campaign

Once a campaign is set up, you can enroll contacts in two ways: automatically through Result Codes, or manually from the SMS tab.

Automatic enrollment: Use a Result Code that has an SMS campaign assigned in the Triggers tab. When you result a contact with that code, the campaign starts immediately for that contact.
Manual enrollment: Open the contact's record and go to the SMS tab. Click SMS Nurture and select the campaign you want to enroll the contact in.
- The campaign is queued and will start as soon as the contact is resulted with any Result Code.
- A message appears on the contact record confirming the nurture has been queued.

Manage an Active Campaign

You can cancel or replace an active campaign on an individual contact at any time. You can also cancel a campaign across all contacts it is currently running on.

Cancel for one contact: Open the contact's record, go to the SMS tab, and click Cancel. You can also use a Result Code configured with Stop Active Nurture.
Replace the campaign for one contact: Open the contact's record, go to the SMS tab, click SMS Nurture, and select a different campaign. The new campaign replaces the existing one immediately.
Cancel for all contacts: Go to the main SMS Nurture page (select My CRM from the top menu, then My Campaigns from the left menu, then SMS Nurture Campaign). Open the campaign and click Cancel Active Nurture.

With SMS Nurture set up, your callers have an automated way to stay in touch with prospects without manual follow-up for every contact. Review your Result Code triggers periodically to make sure the right call outcomes are enrolling the right contacts. If you have questions or need help getting started, contact Vanillasoft Support.

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