Types of campaigns

Four different types of campaigns let you adapt the measurement of employee experience to campaign usage patterns:

  • Manual campaigns Ask employees for feedback one or several times based on a manual action.

  • Scheduled campaigns Ask employees for feedback once based on a regularly evaluated investigation.

  • Remote action campaigns Ask questions to and inform employees during the execution of a remote action script.

  • API campaigns Ask employees for feedback whenever required based on an API call.

When targeted manually, via API, or with a remote action, the campaign can re-target the same users repeatedly.

When targeted with a scheduled campaign based on an NQL query, the campaign re-targeting rule can be chosen by selecting the relevant option in the schedule tab.

Unlike other types, remote action campaigns do not have campaign dashboards nor have their responses reported to the platform, as the results are only available locally to the remote action script.

Target evaluation and re-evaluation

In campaigns that target employees manually, the system selects one or multiple employees from a query result on the Investigations page. There is no automatic re-evaluation of targets. To manually trigger a campaign, you must publish the campaign beforehand. If a user already has a pending response (not answered or declined yet) for the same campaign, the system will automatically discard any new attempt to target the same user to avoid double notifications.

In campaigns that target employees via API, the system will target employees from a list of SIDs specified in the API call. To trigger a campaign via API, you must publish the campaign beforehand. Similar to manual targeting, in case a user already has a pending response (not answered or declined yet) for the same campaign, the system will automatically discard any new attempt to target the same user to avoid double notifications.

In campaigns targeted with remote actions, the remote action determines the targets. The employees who interact with the devices targeted by the remote action receive the campaign. You must publish the campaign beforehand.

In campaigns targeted with NQL queries, the evaluation of targets starts at the moment of publishing the campaign. When you publish a campaign, the campaign executes its associated investigation to retrieve targeted employees for the first time.

After publication, the set of targeted employees is periodically re-evaluated by executing the NQL query repeatedly. The frequency of re-evaluation is one day. The frequency is always relative to the time of the first evaluation, for example, the time at which the campaign is published. Users who have already answered or declined the campaign will not be re-targeted.

Note that if a user is targeted on a given day, then that user will receive the campaign even if, at a later date, the user is not returned anymore by the NQL query. Re-evaluation ends when you retire the campaign.

Parameters for Manual and API campaigns

You can specify Parameters for API and manual campaigns.

Parameters are placeholders in campaign questions requiring input by a user sending a manual campaign, or by a third-party system via Nexthink API. The system saves parameter values along campaign responses, linking answers back to these parameters.

For each campaign, you can use up to 30 parameters.

Parameters use cases

Below, find examples of use cases related to Parameters.

Measuring the satisfaction of a service desk ticket after its closure

Trigger a campaign via API from your ITSM tool and use parameters for the ticket number and description.

Creating customizable outage notification templates

Trigger a manual campaign through an investigation of impacted users or via API, and use parameters for the outage impact and affected service.

Sending personalized notifications for asset returns upon renewal or employee departure

Trigger an API campaign from your asset management solution and use parameters for the asset number, the asset name and the expected returned date.

Creating parameters

From the New Campaigns Draft page, under the General tab:

  1. Select Manual or API under Trigger.

  2. Click on the Parameters toggle button.

  3. Add a new parameter and fill in the fields:

    • Name: Enter a unique name for the parameter.

    • ID: Enter a unique ID for the parameter to use in NQL queries and when sending API campaigns.

    • Description: Enter a description to help identify the parameter when sending a campaign from an investigation.

You can change the number of parameters and associated IDs for campaigns in a Draft state. For published or retired campaigns, you can only Edit the name and description of the parameters.

In API campaigns, parameter IDs must match those of the third-party system.

Using parameters in Campaign questions

After setting up parameters, from the New Campaigns Draft page or Edit Campaign page:

  1. Go to the Content tab.

  2. Insert parameters inside Text questions, and their translated versions, using the {x} icon in the Text toolbar.

  3. Follow the parameter {{parameter_id}} syntax.

Below, find examples of using parameters in manual and API-triggered campaigns.

Example of using parameters in Manual campaigns

The following example displays the use of parameters {{service_name}}, {{impact}}, {{timeframe}} and ({{incident_id}}) for a manually triggered campaign.

When you launch and send out a manual campaign to Users from the Investigations page, you must input the values of the campaign’s parameters by filling in the Send campaign pop-up window.

Example of using parameters in API campaigns

The following example displays the use of parameters {{ticket_description}} and {{ticket_number}} for an API-triggered campaign.

Remember, parameter IDs must match those of the third-party system calling Nexthink API.


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