FAQ & Glossary

Outcoming actions such as Outbound Call from you to your customer.

Incoming actions such as Inbound Call from your customer to you.

For further reading, see Inbound Voicemail.
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Reusable message unit within a Campaign, such as an SMS message or a Voice Call script. Each Module contains its own content and multistep dialogues can be built on easy-to-use Workflow Builder.

Modules can be swapped in and out which enables easy optimization without disrupting live Campaigns.
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Reusable message in Voice channel. Can be either IVR Call Script or Voice AI Call Script.

Reusable message in Email channel.
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Reusable message in SMS channel using virtual mobile number. 2-way means that the SMS can be replied to and the user can build any desired multistep Flow consisting of informative SMS's, keyword conditions and open-ended questions.
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Reusable message in SMS channel using numeric or alphanumeric SMS Sender ID. Only for one-way messaging.
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SMS may consist of multiple SMS Segments and each segment is sent as an individual SMS. An SMS segment is typically 160 characters long when using the standard GSM-7 character set. If the message exceeds this limit, it’s split into multiple segments—each then containing 153 characters.

To use variables in your SMS, include them in curly braces, like {{variable}}. The system will automatically fill in the correct information for that variable as long as the variable name matches a field in your contact information.

For further reading, see Attributes.
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Campaign is a single communication effort with its own content made up of Modules, settings and configurations such as Calling Number and Additional Attempts. Campaigns are then scheduled to desired contacts at a chosen time.

Depending on factors like the campaign’s length, goal, channel selection, and number of messages, you can choose either a Broadcast or a Sequence.

Broadcast Campaign sends a single-channel message and is therefore using only one Module. Use it when you want to deliver one Voice / 2-Way SMS / SMS / Email.
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Sequence Campaign sends series of messages in one key channel or multiple. Sequence Campaign uses multiple Modules. Payment Reminder example:

(DPD = Days Past Due)
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Pre-designed set of Modules tailored to a specific use-case following industry's best practices. Campaign Templates help you get started quickly and you can of course customize them to your needs.
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A Schedule defines when your Campaign is launched and to which Contact List. Each Schedule is created using the current settings in that Campaign. After that, you can freely change the settings — it won’t affect the schedules that have already been created.

You can Schedule Campaigns manually or use API / Integration. See Documentation.
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The Dashboard is the front page of Optimized.App and it provides an overview of ongoing and completed campaigns, key performance metrics and short summaries of recent activity. In addition to self-service reports we aim to send our customers other high-quality reports, for example on a monthly basis.
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Metrics for a specific Campaign Schedule i.e.:

You can choose to read metrics in-app or download CSV / XLSX.

Metrics for a specific Campaign at given date range.

You can choose to read metrics in-app or download CSV / XLSX.
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Each contact can be reached through the best channel at the best possible time for them. Our algorithm can improve the reach and efficiency of your outreach by double-digit percentages.
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XLSX or CSV List of Contacts and their information.

You can import lists manually or use API. See Documentation.

​You can opt-out specific contacts by typing their Email or Phone Number and then choose either add opt-out or remove the existing opt-out.
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Opt-Out doesn't remove Contacts from your Lists. Suppressed contacts just no longer receive outbound from you.
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Each Contact has their own Profile in our system which provides exceptional possibilities for message tailoring and data handling.
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Attributes are contacts' data fields you choose to import. Phone Number and one additional Primary Field is enough but with more imported data you can build more tailored and personal messaging for example by being able to add first names and other identifiers to your messages, send payment information via SMS, maintain profile-specific data on payment status, and other ways to enhance communication and its effectiveness in related processes.
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