Conversations v2 in Perform & Engage 365: manage and monitor conversation campaigns

Introduction

After a conversation campaign has been created, admins can monitor campaign activity, review generated conversations, manage draft campaigns, create conversations in ad-hoc campaigns, and close campaigns when they are no longer needed.

Admins manage and monitor campaigns from the named campaign page.

This article explains how to manage campaign settings, review campaign activity, and perform administrative tasks throughout the campaign lifecycle.

Before you start

To manage conversation campaigns, you must:

• Be an Organization or Super admin.
• Have access to the Conversations v2 feature.
• Have an existing conversation campaign.

Manage a campaign

When managing a campaign, you can:

• Open a campaign
• Monitor participant activity
• Monitor conversation activity
• Manage campaign settings
• Manage campaign participants
• Manage generated conversations
• Create conversations in ad-hoc campaigns
• Export campaign responses
• Close a campaign.

View campaigns

The Campaigns page displays all conversation campaigns in your organization. Here, you can:

• Search for campaigns. Enter search criteria in the Which Campaign are you looking for? field.
• Filter campaigns by status. The default view is All but you can select Scheduled, Live, Completed, Draft, and Closed.
• View campaign details.
• Create campaigns
• Close campaigns.

Understand campaign lifecycle states

Campaigns move through several states during their lifecycle.

Draft → Scheduled → Live → Completed
                      ↓
                   Closed
 

• Draft. The campaign has been created but not launched. Draft campaigns can be edited and launched.
• Scheduled. The campaign has been launched and is waiting for its configured start date. The campaign is read only.
• Live. The campaign is actively creating conversations. The campaign is read only.
• Completed. All scheduled conversations have been created and the campaign has reached its end date.
• Closed. The campaign has been manually closed and won't generate additional conversations.

Existing conversations remain accessible even after a campaign becomes Completed or Closed.

Campaign status and available actions

Campaign functionality depends on the campaign's current status.

For information about creating, configuring, and launching campaigns, see this article.

Open a campaign

1. Go to Organization > Conversations > Explore Campaigns near the top of the page. The Campaigns tab opens on a separate page.

2. Locate the campaign.

3. Select the required campaign. Alternatively, in the Actions column, select the ellipsis menu (...) > View details. The campaign opens on its own named page.

Understand the campaign page

The named campaign page provides an overview of the campaign configuration, status, participation, and generated conversations. This page displays:

• Campaign name
• Start date. Will be blank if no date was specified when creating the campaign.
• End date. Will be blank if no date was specified when creating the campaign.
• Template. The name of the template the campaign is created from.
• Conversations. The number of conversations created in this campaign.
• Participants. The number of participants for whom conversations are created in this campaign.
• Timing mode. Determines when conversations are generated for participants.
• Stages. The stages currently defined for the campaign.
• Participants tab. A live preview of participants matched by your selection rules. The list might change if employee data is updated before launch. Data will be locked when the campaign goes live.
• Conversations tab. Track and manage conversations created for this campaign.

Participants tab

The Participants tab displays the people included in the campaign. The participant list can be updated while the campaign is in Draft status. After the campaign is launched, participants can't be added, changed, or removed.

Here, you can Search for participants, and filter by Department and Team.

Review participant information:

• Employee name
• Department
• Team

For each participant, the Actions column will:

• Enable admins and managers to Create Conversation. Use Create Conversation to create a conversation using campaign-defined template. This action is available only if the participant's conversation hasn't been generated yet. Once created, the conversation is available from the Conversations tab.
• Be blank if their conversation has already been created.

To change participants, open a draft campaign and select Edit > Participants section. For more information, see Manage campaign participants.

Conversations tab

The Conversations tab provides visibility into the conversations generated by the campaign. Use this tab to monitor completion rates across all conversations generated by the campaign.

Here, you can see the Completion rate and a note if any participants don't have a reviewer assigned. Search for conversations, and filter by Department, Team, Reviewer, No reviewer, and Status.

Review conversation details:

• Focus Person
• Department
• Team
• Assigned Reviewers
• Conversation status
• Current Stage.

For each conversation, the Actions menu (...) provides additional management options, including:

• Manage Conversation
• Manager reviews. Use Manager reviews to review, assign, change, and remove reviewer assignments.

For information about managing individual conversations, see this article.

Manage campaign settings

Campaign settings can be edited only while a campaign is in Draft status.

Review campaign settings carefully before launching a campaign. After launch, the campaign becomes read-only and changes require a new campaign to be created.

1. Open the campaign.

2. Select Edit.

3. Update the required settings.

4. Select Save.

The following settings can be modified while the campaign remains in Draft status:

• Campaign name
• Campaign description
• Conversation template
• Participants list
• Reviewer selection strategy
• Timing mode
• Start date
• End date.

Manage campaign participants

Participant lists can only be modified while a campaign is in Draft status.

After a campaign is launched, participants can't be added, removed, or edited.

To update the participant list:

1. Open a draft campaign.

2. Select Edit.

3. Select Participants in the left-hand panel.

4. Update the participant list. For more information, see Step 3: Select participants in this article.

5. Select Save.

Manage generated conversations

To manage a conversation generated by a campaign, use the Actions menu on the Conversations tab. For more information, see this article.

Create ad-hoc conversations

If a campaign uses the Ad hoc timing mode, conversations are created on demand rather than on a schedule.

To create an ad-hoc conversation:

1. Open a live ad-hoc campaign.

2. Select Manually create reviews.

3. Select one or more focus people.

4. Create the conversations.

The conversations are created immediately and use the template configuration that was in effect when the campaign was launched.

Export campaign responses

Campaign-level reporting enables admins to export response data from a campaign in Excel format. The exported data can be used to review conversation activity and campaign outcomes outside Perform & Engage 365.

1. Open the campaign.

2. Select Export Responses. The Export Response dialog opens.

3. Select the Stages you want to include in the export from the drop-down list.

4. Select Export.

Close a campaign

Closing a campaign stops any future conversations from being generated. Existing conversations remain available.

To close a campaign:

1. Go to Conversations > Campaigns.

2. Open the campaign or locate it in the campaign list.

3. Select Close campaign.

4. Confirm the action.

After a campaign is closed:

• No additional conversations are created.
• Existing conversations remain accessible.
• Campaign data remains available for reporting and review.

Best practices

When managing conversation campaigns:

• Review participant lists carefully before launching a campaign.
• Monitor campaign completion rates during active campaigns.
• Use clear and descriptive campaign names.
• Test new templates in a smaller campaign before wider rollout.
• Close campaigns that are no longer needed to prevent additional conversations from being created.
• Create new campaigns rather than attempting to reuse campaigns with significantly different requirements.

Related articles

• Introduction to Conversations
• Create and launch conversation campaigns
• Create and manage conversation templates
• Complete a conversation
• Manage conversations
• Conversations FAQs