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FAQs for Marketers

FAQs for Marketers

Best Practices

Where can I find Kahuna marketing best practices?

For the latest in mobile marketing best practices, follow us on Twitter or read our blog. You can also read the Best Practices topics in this Marketer's Guide.

How does Kahuna create person-centric profiles?

Kahuna uses credentials to differentiate itself from a system that only targets devices to one that has a person-centric view. Kahuna creates a unified, person-centric profile of a user's activities, credentials, and devices regardless of the platform and device they use to interact with your product.

To have a proper unified view of users across platforms and devices, all credentials you send to Kahuna must be unique and you must use the same credentials across all platforms (iOS, Android, Web). Your app developer must add user credentials during SDK integration.

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Campaign Creation

What type of campaigns does Kahuna provide?

The Campaign Creator provides a library of campaign types from which you can carefully target single-channel or cross-channel campaigns. The library includes these campaign types: Adaptive, Conversion, Trigger, Lifecycle, Scheduled (previously known as One-Time), and External Trigger.

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In addition the campaign types listed above, you can create Kahuna Experiences. With Experiences, you use touchpoints containing messages that guide your segment along the steps of an event path toward your ultimate goal. For example, suppose you want to use cross-channel messaging to guide previous users back to your Kahuna-integrated product. As these users trigger events in your product, you send them a series of messages. These messages guide your users to another event that ultimately leads to a high-value event such as a purchase or subscription.

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Which channels are supported for each campaign type?

The following table shows which channels are currently supported for each campaign type.

Campaign Type Channels
Adaptive

Push

Email

In-App

SMS

Conversion

Push

Email

SMS

Trigger

In-App

Lifecycle

Push

Email

In-App

Scheduled

Push

Email

In-App

External Trigger

Push

Email

In-App

Experience

Push

Email

In-App

SMS

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What is a Real Time Campaign?

Real Time Campaigns (Conversion Campaigns) are time-based trigger messages. If a user completes one action but not another within a given time period, Kahuna sends a message to that user.

Conversion push is the first kind of real time campaign created by Kahuna. It is always running in real time, searching for users who have completed one action but not another within a given period of time. You can layer additional filters from the Event and Attributes list to create additional targeting criteria.

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How do I perform A/B testing on my campaign?

You can add up to five messages (A/B/C/D/E) to run simultaneously in one campaign. Both engagement rate and goals achieved are shown for each individual message on the Campaign Details page.

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How do Lifecycle Campaigns differ from Conversion Campaigns?

Unlike a Conversion Campaign (also known as a Real Time Campaign), a Lifecycle Campaign (also known as an Automatic Campaign) requires you to specify a combination of user engagement state and length of time in an engagement state. For example, is the user on their first day in the app or on their seventh day of inactivity? This enables you to structure a series of different campaigns depending on how the user interacts on that very first day.

Lifecycle Campaigns are great for leading a user down the right engagement path and creating a rhythmic communication flow.

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If a campaign is set to run on multiple channels, on which channel do users receive the campaign?

In a cross-channel campaign, users only receive one notification. If a user can receive a push, they receive a push notification. If a user cannot receive a push, they receive an email message. If a user cannot receive either push or email, they receive an in-app message.

What is dynamic deep linking?

You can use deep linking in your message to send a user to a desired screen in your application. Use key-value pairs to define the deep link. The key specifies the link and the value specifies where the deep link takes the user. For example, the key last_item could be paired with an attribute last_item_viewed to take the user to the application screen for the time they viewed the last time they used the application.

How do I disable a campaign?
  1. In the left navigation pane, open Manage > Campaigns.
  2. From the list of campaigns, click the campaign you want to disable.

    The campaign opens on the Campaign page.

  3. In the upper right corner of the page, click the Disable Campaign button.

    The campaign is disabled immediately.

Note: Only users with Run Campaign privileges can disable a campaign.

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After a campaign launches, what changes can I make?

After a campaign launches, you can:

  • Add a new message
  • Edit a message
  • Delete a message
  • Add a deep link, notification image, emoji, or attribute to a message
  • Add or edit the global control group
  • Change the distribution of messages in a campaign when RevIQ is off
  • Change the duration (send options) in an Adaptive or Lifecycle Campaign when RevIQ is off
  • Change the start time (when Kahuna begins sending messages each day) in a Lifecycle Campaign when RevIQ is off
  • Change the trigger options for a Conversion Campaign when RevIQ is off

After a campaign launches, you cannot:

  • Edit a message in a Scheduled non-recurring Campaign
  • Change RevIQ settings
  • Change the segment to which you are sending the campaign
  • Change filters
To make changes to a campaign
  1. From the All Campaigns page, select the campaign you want to edit.
  2. On the Campaign Details page, click Edit from the action selector at the top right of the screen.
  3. Make your changes.
  4. When prompted, click Save.

Note: To edit messages, you must have permissions to run campaigns.

How do I change the message in a campaign that has launched?

You can change the message in a Conversion, Lifecycle, Adaptive, Trigger, and Scheduled recurring campaign after launch.

You cannot change the message in a Scheduled non-recurring campaign.

Note: To edit messages, you must have permissions to run campaigns.

  1. In the left navigation pane, open Manage > Campaigns.
  2. From the list of campaigns, click the campaign whose message you want to change.

    The campaign opens on the Campaign page.

  3. In the Messages area, click the Edit Messages button.
  4. Edit the message, then click Done.
  5. Click Save.

Note: When you change a message in a campaign:
- Kahuna archives the current message counts.
- The experiment results are invalid; for example, A/B test needs to collect more information before the results are meaningful.
- RevIQ might take additional time to optimize.
- Kahuna provides totals for the entire campaign, including the archived message counters.

Can I change RevIQ settings after a campaign has launched?

You cannot change RevIQ settings after a campaign has launched. However, you can disable the campaign and recreate the campaign with new RevIQ settings. For a list of changes you can make to a campaign after launch, see After a campaign launches, what changes can I make?

The Campaign Details page shows that there are users scheduled. What does this mean and when will Kahuna send their message?

If you choose the SendOptimally delivery option when creating a push, email, or in-app message, Kahuna sends pushes throughout the day at the preferred time for each user. Users remain scheduled until their preferred time of day, at which time Kahuna sends the message.

What is a mini user profile?

A mini user profile contains critical information about a user of your application, such as the last time the user interacted with your application, the best day of the week and time of day to contact the user, and whether you can reach the user by push.

To view a mini user profile, click in the top bar of the Kahuna application and enter a credential for the user.

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How do I schedule a Scheduled Campaign to arrive on time?

When you schedule a message to be sent immediately in a Scheduled Campaign, Kahuna looks at each eligible user and the campaign filters to determine which users will receive the push before any pushes are sent. Because the filtering process does not begin until the time the campaign is scheduled, notifications might arrive later than desired, especially if the campaign is large.

To ensure that notifications arrive on time:

  • Set customer filters. Filtering with one of the attributes used to index users reduces the amount of time that Kahuna needs to process a request by splitting a large campaign into multiple smaller campaigns; this allows for faster processing as the campaigns are processed in parallel. Three user subsets are available: engagement state (newbie, passerby, engaged, dormant), date last seen, and date first seen. You can filter users with the Attribute API or by registering certain behaviors as events.
  • Set the campaign time earlier than desired. Because Kahuna starts processing campaigns at the scheduled time, schedule large campaigns (for example, campaigns that target more than 1 million users) at least 30 minutes before the desired time.
What information does Kahuna email to me after I launch a campaign?

If you have enabled Campaign Completion notifications on the Account tab of the Settings page, every time you run a campaign, you receive an email from Kahuna, which contains a download link for an exported list of all the users eligible for the campaign. The list includes the username, email address, and additional information for each user.

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Can you send campaigns at specific times based on a user’s local timezone?

You can send messages based on a user’s local timezone in a Scheduled campaign (previously known as One-Time) by setting the Timezone option to Local when you select a time in the Start Time panel of the Campaign Creator. If the local timezone of a user is unknown, Kahuna uses the timezone of your namespace. See Scheduled Campaign.

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Can I save a draft of my campaign during campaign creation?

When you are creating a new campaign in the Campaign Creator, you can save a draft of the campaign to be completed and sent at a later time or so that other content creators in your organization can participate in the creation process.

To save a campaign draft, click Save Draft at the bottom of the Campaign Summary panel.

All campaign drafts are listed on the All Campaigns page. Click the name of a draft in the campaign list to open the Campaign Creator and continue with the creation process.

How can I personalize my campaign messages?

You can use attributes in your push, email, in-app, and SMS messages. Attributes are variables you can use to personalize your message. For example, you can include name, locale, product preferences, and other personal information for each user. Your Kahuna Customer Success representative helps you define and then approves the user attributes you can use for the messages you create.

If you have Intelligent Events, you can use an Intelligent Event property, then select Favorite, Most Recent, or Favorite in last 7 days. Kahuna calculates the value of the event property at the time that the campaign runs and uses the calculated value in the message for the user. For example, if you use the Intelligent Event Viewed Movie with a property of genre, you can add an attribute to your message that includes favorite movie genre. Kahuna calculates your user's favorite movie genre at the time that the campaign runs and includes it in the message.

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How do I find my campaign ID?
  1. From the left navigation panel of the Kahuna application, open Manage > Campaigns in the left navigation pane.
  2. Click the button for your campaign type in the middle of the page.
  3. Click the name of your campaign. The campaign ID appears in a gray box in the upper-right corner.

For Adaptive campaigns, this is called the Campaign Group ID. For all other campaigns, this is called the Campaign Suite ID.

Experience Creation

What's the difference between a Kahuna Experience and a Kahuna Campaign?

Kahuna Campaigns provide a less flexible, but more specifically targeted, collection of cross-channel communications methods. Kahuna Experiences provide a more flexible approach to cross-channel communications. They provide the necessary framework for chaining a series of touchpoints that messages users according to individual history, behavior, and preferences as well as segment history, behavior, and preferences.

For example, the trigger event of a conversion campaign dictates when Kahuna delivers that campaign's single cross-channel message. In a single Kahuna Experience, you can create a long series of touchpoints that nudge your users to achieve a step goal and graduate to the next path step. You can either optimize your path based on your experience and observations in the field, or you can choose to leverage the power of machine learning to determine and generate the optimal path to final goal achievement. You can add create an experience containing as many path steps as you anticipate needing to move segment members to the final goal of the experience.

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Does Kahuna's Rate Limiting feature block touchpoints that have been scheduled with short delay times?

Rate Limiting is disabled for Kahuna Experiences, so experience touchpoint messages are never rate limited. If a user is a member of a segment in a rate-limited Kahuna Campaign and a Kahuna Experience, Kahuna delivers the messages from the Kahuna Experience but does not deliver Kahuna Campaign messages subject to rate limiting.

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For touchpoint metrics, what messages are being counted in the Previous Messages column?

The Previous Messages column displays counts of messages you changed after you launched the experience. This column allows you to track all message versions for a live experience. The Previous Messages column displays the aggregate of all previous message versions.

For example, if your experience contains a message that was changed three times, the Previous Messages column displays the sum of the first three drafts of the message. So if three users receive three previous messages, the count for Previous Messages delivered is nine.

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What is the default percentage for the control group of an experience?

The default setting for the percentage of the segment designated as control group members is the same as the setting for the global control group. The global control group setting is determined by your organization during the Kahuna integration process.

For example, if your organization determined the best default setting for the global control group is 5%, the default setting for the control group of an experience is 5%. You can then change the default control group percentage to a custom control group percentage for any Kahuna Experience.

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Why is the number of entering members larger than the number of members selected to receive messages?

You might find the count of Entered in an experience to be greater than the count of Scheduled. This is the result of members becoming ineligible to receive messages. Eligibility depends on circumstances such as uninstalls, opt outs, or unsubscribes.

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How does a segment member enter an experience multiple times?

A segment member can enter an experience, receive messages, uninstall, miss some Kahuna messages, then reinstall again. After reinstalling, this member qualifies again to enter the experience. If the experience runs for an extended time, many members might reenter the experience multiple times before you disable the experience.

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Is it possible for the former segment member of an experience to complete a step goal?

You can configure your experience to repeat automatically for users who achieve the experience goal. If this is the case, users immediately reenter the experience after experience goal achievement.

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What does it mean if the percentage of graduated members is lower than that of the control group?

If an experience fails to reach a sufficiently large number to determine meaningful comparisons, you might find the count of graduated members to be lower than that of the control group. Typically, this result corrects itself over time. If your percentage of Kahuna-driven conversions is lower than that of the control group, you might get better results with better messaging or changing other experience parameters that could be responsible for reducing the number of otherwise organic conversions.

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Can I edit a launched experience?

If you have already launched your Experience, you can either:

  • Edit just the messages of a touchpoint. In this case, the Experience continues to run and any new users that enter the segment will receive the new messages.
  • Edit and add complete touchpoints and steps. In this case, Kahuna creates a draft of the Experience, which you can either save or launch.

    If you launch the draft Experience, Kahuna locks the previously-launched Experience. A locked Experience continues to count user responses and distribute messages; however, no new users can enter the Experience. All new and returning users will enter the new Experience.

    Note: You cannot edit segments, goals, or the Global Control Group setting in a launched Experience.

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Rate Limiting and Campaign Reach

Can I see the estimated reach of my campaign?

For Scheduled and Lifecycle campaigns, use the reach estimator on the right side of the Campaign Creator, under the Campaign Summary to see the estimated reach of your campaign. The estimate changes as you select different segments, filters, and channels.

Note: The reach is only an estimate. By the time the message is sent, it is possible that a user no longer meets the selected criteria for the campaign, has opted out, or has uninstalled your application.

Does Kahuna have quiet hours?

Kahuna provides both global and campaign-specific quiet hours, where you can specify certain days and hours when you do not want to send any messages to any of your users.

You set global quiet hours on the Quiet Hours subtab of the Settings page (see global Quiet Hours).

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You set campaign-specific quiet hours in the Quiet Hours panel of the Campaign Creator and the Experience Creator (see campaign-specific Quiet Hours).

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Can I see a list of the users included in the campaigns I launch?

If you have enabled Campaign Completion notifications, you receive an email after your campaign launches with a link to a CSV file that lists the people included in the campaign. The CSV file includes the username, email address, and additional information for each user.

  1. On the top bar of the Kahuna application, click , then click Settings to open the Settings page.
  2. Click the Account tab.
  3. Click the Campaign Completion check box. A check mark indicates that notifications are enabled.
  4. Click Save Settings.

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What is the difference between uninstall and opt-out?

An uninstall occurs when a user uninstalls your application. An opt-out occurs when a user disables push for the application or when a user unsubscribes from email or SMS.

Push Notifications

How do I know if anyone will receive my push notification?

For Scheduled and Lifecycle campaigns, you can check the estimated reach of your campaign on the right side of the Campaign Creator, under the Campaign Summary.

When you select a push- or email-only campaign, the reach returns results based on push-enabled users or users with email credentials who are still opted in. For cross-channel campaigns, the results show the combined sum of the different messaging channels selected. When you run reach on a campaign export, you see all users regardless of their reach status.

Note: The reach is only an estimate. By the time the message is sent, it is possible that a user no longer meets the selected criteria for the campaign, has opted out, or has uninstalled your application.

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What is a push cooldown?

Specifies the period of time that must pass after your users receive a push message before they are eligible to receive another push message. For example, if the push cooldown is six hours, a user receives only one message within a six-hour period. The push cooldown period is set when you integrate your application with Kahuna. You can see the setting on the Configuration tab of the Settings page.

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Can I link to a survey from a push notification?

You can deep link to a survey from a push message in a campaign.

  1. Include a survey on a certain page in your app (native or web-wrapper).
  2. Support the ability to deep link to that page.
  3. Create a push message in a campaign that includes a deep link to the survey page.
Does it matter if a user has disabled push for my app?

If a campaign is push only, any user who has disabled push notifications for your app does not receive the campaign.

How can I see how many people are push enabled in my namespace?

Use the Kahuna reach estimator in the Campaign Creator.

Note: The reach estimator is available in Scheduled and Lifecycle campaigns.

  1. In the left navigation pane, click Create > Campaign. The Campaign Types page opens.

  2. Click Scheduled Campaign. The Scheduled Campaign page opens.

  3. In the Segment panel, select All People, then click Next.

  4. Make sure that Email and In-App are OFF.

  5. Under Campaign Reach Estimate in the Campaign Summary panel, click the Campaign Reach icon.

    Note: The reach is only an estimate. By the time the message is sent, it is possible that a user no longer meets the selected criteria for the campaign, has opted out, or has uninstalled your application.

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What is the maximum number of characters allowed in a mobile push notification?

The body of a mobile push message can include a maximum of 235 characters.

The number of characters you type and the maximum number of characters allowed is shown in the message area.

Why can't I paste copied text into the mobile push body area

The body of a mobile push message can include a maximum of 235 characters. Copied text with more the allowed number of characters does not paste into the message screen.

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Does Kahuna support emoticons or emojis in push notifications?

Kahuna supports both emoticons and emojis in push notifications. You can select the emoticons or emojis from the palette provided in the message panel, or copy and paste an emoticon or emoji into your message.

Note: Different versions of iOS and Android support different versions of emoticons and emojis. Make sure you use a version that can be displayed on all of your devices.

What is ghost push?

Kahuna sends an invisible push notification to users (both the group receiving a message and the control group) 12 hours after receiving a campaign to measure application uninstalls. The invisible push contacts Apple and Google servers to see if the user can still be reached, then Kahuna receives feedback indicating if a user has uninstalled the application.

The campaign details page shows information about the number of uninstalls resulting from the campaign.

Note: To send ghost push notifications, you must enable Ghost Push. To enable Ghost Push, contact Customer Success.

Can I use rich content in push notifications?

Enhance your mobile campaigns with rich push notifications, which allow media assets to be delivered along with text. When you attach compelling media, your push notifications are more likely to stand out.

Kahuna supports rich content in push notifications for iOS, Android, and web.

  • For iOS 10 apps, you can send push notifications with titles, images, gifs, and videos. For iOS 8 and above, you can use actionable buttons in your push notifications.

  • For Android apps running version 4.0 and above (Ice Cream Sandwich), you can send push notifications with titles, images, and actionable buttons.
  • For web applications, you can send push notifications with titles, images, and icons.

Note: For iOS and Android, you can use actionable buttons only when sending push notifications from the Push API.

See Push.

The following table shows which rich content your users can see in your push notifications according to the iOS version on which your app is running.

iOS 8 iOS 9 iOS 10

Title (iOS 8.2 and above)

Body

Images

Video

Buttons

Title

Body

Images

Video

Buttons

Title

Body

Images

Video

Buttons

Note: To support push notifications with attached media, your iOS app must be integrated with the Kahuna SDK for iOS 2.5.0 or higher. Your Android app must be integrated with the Kahuna SDK for Android 2.0.0 or higher.

See also Rules to Rich Push Notification Success.

Web Push

Note: To use web push, you need to have both rich push and web push enabled. To enable these features, contact Customer Success.

On which browsers and platforms are web push notifications supported?

Web push notifications are supported on the following browsers and platforms.

Platform Browser
OS no browser support
Mac OS Chrome 42+, Firefox 44+
Android Chrome 42+
Windows Chrome 42+, Firefox 44+
What are the advantages of using web push notifications?

Here are some advantages of using web push notifications in your marketing strategy:

  • You don’t need to have a mobile app just to send notifications.
  • You have a wide reach across browsers (Chrome, Safari, Firefox).
  • You have access to users who are not currently viewing your website.
  • You can reengage users without knowing their contact details (unlike email).
  • Because your users don’t need to provide their email address or other personal details and can easily unsubscribe from receiving notifications, opt-ins for web push notifications are generally higher than for other channels.
Which Kahuna SDK supports web push notifications?

Kahuna JavaScript SDK 2.2.4 or later supports web push. After minimal developer setup, you will be able to create web push notifications for your website in addition to mobile push notifications for your apps. See Set Up Web Push Messaging.

How many characters are allowed in a web push notification?

You can type up to 30 characters in the optional title of a web push message. You can type up to 120 characters in the body of your web push message.

How does Kahuna identify web users for web push?

Kahuna identifies and tracks web users with cookies, which are saved as pseudo-device IDs. Kahuna merges these IDs with known users whenever other credentials are provided. If no other credential is provided for a user, the user remains anonymous. Anonymous users can still receive personalized web push notifications based on events passed from your website.

Email Messages

Can I edit and clone email campaigns that use Kahuna hosted MailChimp email templates?

From the All Campaigns page, you can continue to edit and clone launched email campaigns that use hosted MailChimp email templates by selecting an uploaded template. However, if you have not uploaded any MailChimp templates, no templates will be available for selection. See Upload Email Templates.

Can I add HTML code in the email template editor?

The Kahuna email template editor provides a drag-and-drop interface that enables you to design great-looking messages without any knowledge of HTML. However, you can include HTML code if you want to add more customized content, video, anchor links, and advanced effects with CSS (such as animations). See Custom HTML.

How do I test my email messages?

To test your email messages, use a live email test by sending an Adaptive campaign to specific test email recipients. If you use the Send Test icon in the Edit Email panel to test your message, Kahuna does not process the unsubscribe link and other merge tags.

What is the maximum number of characters allowed in an email message?

Email size restrictions are determined by the ISPs involved in email message delivery. Kahuna does not enforce a maximum character limit.

How do I upload my current email database into Kahuna?

Kahuna allows you to upload your email database with a one-time CSV upload or with an API. We know how important your sender score is, so we make sure that any user who has previously unsubscribed to email remains unsubscribed.

Why do I need to warm up my new IP addresses?

When a mailbox provider sees unexpectedly large volumes of email coming from a new IP address, they might be suspicious of your intent and deliver your email to the junk folder or bounce your emails entirely. This can damage your sender reputation and limit the effectiveness of your email campaigns for many months. To establish a positive reputation as a legitimate email sender, you need to increase the volume of email you send gradually. Kahuna can establish a custom warmup plan for you. See How does Kahuna warm up my new IP address? below.

How does Kahuna warm up my new IP address?

To protect your email sender reputation on your new IP address, Kahuna establishes a custom warmup plan for you, with daily email limits that increase gradually to full volume. Kahuna does not send emails in excess of your warmup plan. Before you set up and enable email campaigns, you need to work with Customer Success to develop a suitable warmup plan. See Email in the Developer's Guide.

If you are in an email warmup period, the top bar of the Kahuna application includes an email icon. Click the email icon to see information for your domain for each day of the warmup period.

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What if I have to exceed my warm up plan?

We understand that emergencies happen. If you need to send critical emails but are concerned that they might be limited by your warmup plan, contact Customer Success.

Is it possible to set up cross-channel campaigns that default to the channel with the highest engagement?

If you create all channel variants and enable Cross-Channel Optimization, Kahuna automatically defaults to the available channel (where the customer is opted in) with the highest response rate. For example, if a customer is opted out of push, but opted into email, Kahuna sends that user an email. If they are not opted in to either push or email, Kahuna defaults to an in-app message.

How can I use location to better target emails?

Kahuna can track location data for all of your opted-in customers. You can set up geofences that trigger messages when a customer enters or leaves a predefined area, or use location data that is collected during the segmentation process during campaign creation (for example, to target users in San Francisco). After implemented, Kahuna tracks three pieces of location information:

  • When a customer enters a predefined region (geofence)
  • Whether the user is currently in that predefined region
  • The time at which the customer was last in the region
Does Kahuna offer an email cooldown period?

Kahuna sets a standard email cooldown period of 12 hours (43200 seconds) for each user. This helps protect the overall experience by ensuring that multiple campaigns are not reaching the same user in a short time period. You can see the Email Cooldown setting on the Configuration tab of the Settings page. If you need to change the cooldown period, contact Customer Success.

Is Kahuna able to automatically authenticate users with links sent via email?

By applying a cryptographic salt, Kahuna is able to securely authenticate users into unique points in a web or app experience directly from links sent in emails. Currently, Kahuna supports salted hashing for Kahuna-specific merge tags in templates. The Cryptographic Salt is set on the Configuration tab of the Settings page.

What email metrics are available?

Kahuna offers all basic email metrics including the number of people selected for the campaign, the number of emails scheduled, delivered, opened, clicked, invalid or rejected, blocked, bounced, spam reported, and unsubscribed. Kahuna also offers a number of metrics that speak to the effectiveness of email campaigns including email engagement rate, the number of people more engaged as a result of the email campaign, and goal achievement.

Kahuna also reports on the optimization results. For example, if you are using SendOptimally Send Time or RevIQ Message (A to E testing) Optimization, Kahuna displays the response rates for each time interval or content variant tested as well as the current distribution. See All Campaigns.

In-App Messages

Which browsers support Marketer-Driven In App Messaging for Web applications?

Marketer-Driven In App Messaging is supported on Safari, Chrome, and Firefox.

What are the differences between Marketer Driven In-app Messages and Custom In-app Messages?

Marketer-Driven In App Messaging are handled and displayed by the Kahuna SDK. The marketer chooses which pre-built in-app template to use. Metrics about whether the message was delivered, displayed, clicked, or closed are available.

Custom In-app messages must be processed by the application developer. Kahuna delivers an information payload via the SDK, but does not track whether the message was displayed or clicked or closed.

What are the differences between web in-app messages and web push notifications?

 

Web in-app messages are viewable only by visitors who are active on your website on a desktop or in a browser on a mobile device. Use in-app messages to onboard new customers and influence how they navigate your website.

Kahuna provides both Marketer-Driven In-App Messaging and Custom In-App Messaging.

  • With Marketer-Driven In-App Messaging, you can develop messages using one of several template styles provided by Kahuna (your web application developer does not need to perform any SDK integration tasks before you can create and send in-app messages). Marketer-Driven In-App Messaging supports only in-app alerts, which require the user to be on the web page that receives the in-app message. In addition, for the user to see the message, the web page must be visible.
  • With Custom In-App Messaging, you can use your own in-app message style (your web application developer must perform some SDK integration tasks before you can create and send in-app messages). Kahuna Custom In-App Messaging supports both in-app alerts and browser notifications. Browser notifications require the user to have the web page open but the user can see the notification while viewing another browser tab or if the browser is minimized. On a desktop, browser notifications appear outside the browser window, usually in the top-right for a Mac, or the bottom right for Windows.

 

 

Web push notifications are the web version of mobile push notifications and are used to reach current and previous website visitors who do not have your web page open (certain browsers require the user to have the browser open). Web push notifications are typically used to encourage customers to visit your website and to reach customers urgently.

Note: Browser notifications and web push notifications require user permission.

 

When I send an in-app campaign immediately, why don't my users see the message straight away?

Kahuna uses intelligent batching, which transmits event data to Kahuna servers while conserving the data usage and battery life of your users. In-app messages are delivered after your app sends events. Users who have your app open, receive the message only after Kahuna flushes the current batch of events. When a user backgrounds your app, this forces a batch of events to flush and the response to that flush includes the in-app message. The message is kept until the user foregrounds the app again, then the message is displayed.

Note: An in-app message has an expiration time based on when you launch the campaign. You can set the expiration time in the Delivery & RevIQ tab when you create the campaign (the default expiration time is one day). If a user opens or foregrounds your app after the expiration time, the message is not displayed.

Why can't I paste copied text into the In-App message screen?

The body of a custom in-app message can include a maximum of 235 characters. Copied text with more than 235 characters does not paste into the message screen.

Each Kahuna in-app message template (Marketer-Driven In-App Messaging) has its own set of maximum character limits. See In-App Messaging for more information.

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Does Kahuna support emoticons or emojis for in-app messages?

Kahuna supports both emoticons and emojis for in-app messages. When creating the body of your message, click the emoji icon , then select the emoticon or emoji you want to use. You can also copy and paste an emoticon or emoji into your message.

Note: Different versions of iOS and Android support different versions of emoticons and emojis. Make sure you use a version that can be displayed on all of your devices.

How do I add deep-links to my Marketer-Driven In-app message?

A deep link is a URL and can be added as the action in one of the buttons in the marketer-driven in-app message. arguments can be passed in a variety of ways, so it is important to coordinate between the marketer and the developer to ensure that the arguments are passed correctly. Two common ways of passing arguments are in the path of the URL (such as /products/12345) or via a query string (such as ?type=product&pid=12345).

The base URL of the deeplink can be either http or https or the protocol you have reserved for your application such as kahuna://. Since in-app messages could display using the web SDK as well as a mobile SDK, using the http or https variant ensures compatibility.

To build the URL, use the personalization tag to add values to pass into your application.

SMS Messages

Why do I not see the SMS panel in the Campaign Creator?

If you do not see the SMS panel in the Campaign Creator, you do not have SMS enabled. If you want to enable SMS, contact Customer Success.

SMS is supported for Experiences, and Conversion and Adaptive campaigns.

What’s the maximum number of characters allowed in an SMS message?

The body of an SMS message can include a maximum of:

  • 160 characters for 7-bit encoding (latin-1/9 and GSM8).

    Note: The GSM alphabet supports extended characters by using two latin characters (escape character plus a character). For example, £ or € are sent as \£ or \€.

  • 140 characters for 8-bit encoding (binary).
  • 70 characters for 16-bit encoding (unicode).

The number of characters you type and the maximum number of characters allowed is shown at the top of the message area.

Does Kahuna support emoticons or emojis in SMS messages?

Currently, Kahuna does not support emoticons or emojis in SMS messages.

Does Kahuna offer an SMS cooldown period?

A cooldown period is a certain amount of time that must pass after your users receive an SMS message before they are eligible to receive another SMS message. Kahuna sets a standard SMS cooldown period of two hours (7200 seconds) for each user. This helps protect the overall experience by ensuring that multiple campaigns are not reaching the same user in a short time period. You can see the SMS Cooldown in Seconds setting on the Configuration tab of the Settings page. If you need to change the cooldown period, contact Customer Success.

Can users opt out of SMS campaigns?

If a user replies to your SMS message (sent from a US long code) with one the following single-word responses, they will no longer receive your SMS campaigns on that phone number and any subsequent attempts to send an SMS campaign to that number will result in failure.

  • STOP
  • STOPALL
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT

A user can opt back into receiving your SMS campaigns by replying with one of the following one-word responses:

  • START
  • YES
  • UNSTOP

A user can receive information about opting out and opting back into your SMS campaigns by replying with the word HELP or INFO.

RevIQ

How does RevIQ work on message content?

Kahuna employs a multi-armed bandit testing approach to power RevIQ. It simultaneously tests the impact of multiple variables on the overall success of a campaign. The Kahuna platform understands in real time which variant is performing best and adjusts message distribution automatically to ensure the best combination (timing and content) is delivered to the highest number of customers.

For example, if you are running an A/B test with two content variants, Kahuna starts testing each variant equally. As it sees one variant start to perform better (for example, has a higher conversion rate, higher engagement, fewer opt outs and uninstalls), it starts sending more of the better performing variant as more users qualify for the campaign, without any intervention from you. It keeps testing both to ensure statistical significance, but the variant that performs best is delivered at much higher rates. This ensures that your test is accurate and fast, while also preventing the vast majority of your customers from getting a sub-optimal message.

What data does RevIQ use to make its decision on best delay time or best message variant?

To determine which message copy or timing is performing best, RevIQ factors in the conversion rate for the primary goal set on the campaign (such as, purchase, favorite, view, and so on). It does this by looking at your campaign audience in aggregate and seeing which message variant is performing best. If no goal is set, RevIQ defaults to using engagement as the success indicator. RevIQ also looks at the rate of negative responses. For example, if two variants you are testing have the same conversion rate, Kahuna prioritizes the message variant automatically with the lowest rate of opt outs and uninstalls.

What is delay time?

Delay time is the period of time that Kahuna waits to send a message after a user completes one action, but does not complete a second action. The event triggers are set by you, and can be applied to any actions that your customers can take within your website or application. Kahuna optimizes so that 98% of people who organically complete that second action do not receive a message. After that period is determined by the platform, Kahuna tests various delay time intervals (such as 30 minutes, 45 minutes, 60 minutes and so on) to see which drives the highest conversion.

What is A To E testing?

A to E testing is Kahuna’s approach to A/B message tests. You can create five different variations of campaign messages (such as copy, visuals, subject lines, and so on), plus a control group and use RevIQ to determine which variant is producing the best results automatically. Automated A to E testing drastically reduces the time it takes to test and iterate on campaigns by applying learnings in real time to optimize the distribution of messages sent towards the content that is garnering the highest goal achievement rate.

Does SendOptimally prevent me from sending messages immediately, if needed?

SendOptimally does not prevent you from sending out messages immediately, if needed. Within all campaign types, you have the option to send out a campaign immediately, which does not account for the optimal send time.

Can I still select a start time for campaigns that use SendOptimally?

For Lifecycle and Scheduled campaigns, you can set a defined start time for your campaign (time and day). Conversion and Adaptive campaigns start automatically depending on when your customers meet the event characteristics (for example, added to cart but did not complete checkout).

Can you apply SendOptimally to a specific time window (such as one hour or one day)?

SendOptimally works on any time window that is greater than one hour. For example, if you select SendOptimally for a four-hour delivery window, Kahuna looks for the best time within that window for each individual user.

What is SendOptimally optimizing for?

SendOptimally is optimizing for customer engagement and goal achievement by selecting the best time and device for message delivery. For each campaign, SendOptimally determines where a user is most likely to engage and complete the set goal. For example, if you are trying to drive hotel bookings, SendOptimally delivers your message automatically at the time and on the device where a booking is most likely to occur. It uses data to predict customer behavior and delivers messages in a way that will maximize campaign results.

Can Message Optimization and SendOptimally be used at the same time?

Yes, SendOptimally and Message Optimization can be used at the same time in Lifecycle, Scheduled, and Adaptive campaigns. For Conversion campaigns, SendOptimally is not used because Kahuna is optimizing for the ideal follow-up timing instead of ideal time overall.

How long does it take for RevIQ to choose a winning message?

RevIQ works in real time. As soon as you start sending messages, the system goes to work determining which variant (time and/or content) is performing best. The bigger your campaign audience, the faster RevIQ is able to determine a definitive winner. RevIQ continues to test all variants at extremely low rates to ensure that any changes in customer behavior are accounted for. For example, if one message variant that previously had poor performance (relative to other message variants) starts to generate better results, Kahuna increases the distribution of that message automatically.

What results can I expect to see with RevIQ?

Based on an aggregate review of Kahuna customers’ campaign results, campaigns with RevIQ generate an 5x+ engagement uplift over campaigns delivered without.

How does Cross-Channel Optimization work?

Cross-Channel Optimization uses machine learning algorithms to test user response over time. After an algorithm-determined number of delivered messages, Cross-Channel Optimization settles on the single communication channel with the best user response rate. Cross-Channel Optimization determines response rate by counting the following:

  • Push notification clicks
  • Email opens
  • In-app message primary goal achievement

Segmenting

What is a user segment?

A user segment is a set of similar application users you associate with one another for the purpose of automating mobile communication. For example, you might segment application users according to their purchasing histories, mobile communication behavior, or special interests.

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How do I target users based on location?

If you have Region Monitoring enabled, you can use regions when creating campaigns to target users in specific areas.

  1. Set up the regions you want to monitor:
    1. On the top bar of the Kahuna application, click , then click Settings to open the Settings page.
    2. On the Configuration tab, scroll to the Regions to Monitor section.

      Note: You see the Regions to Monitor section only if you have Region Monitoring enabled. To enable Region Monitoring, contact Customer Success.

    3. If the region you want to target is not listed, click Add a New Region to add the region.
  2. Create your campaign using the k_user_location, last_region, or in_region filters.

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Can I create a push, email, or in-app message in different languages or for different time zones?

To tailor your marketing strategy for a global audience, Kahuna enables you to create multiple sets of messages per campaign based on languages, time zones, or custom user attributes that specify locale preference on your app. The Campaign Creator provides a Locale Setup panel so that you can create different locales according to your needs. You can select these locales when you create your push, email or in-app messages.

To create custom attributes on which to base your locales, contact Customer Success.

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How can I target users based on the operating system of their device?

You can target users based on the operating system of their device when creating your campaigns.

From the Filters panel in the Campaign Creator, click in the Add filter box, then select the operating system, such as Android Enabled, Web Enabled, iOS Push Enabled, and so on.

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Who are More Engaged People?

More Engaged People on the Campaign Details page are users who receive the Kahuna message and return to your application. Depending on the campaign, Kahuna reports back which engagement state the user is in at the moment of return (Newbies, Passersby, Dormant, Already Engaged).

Can I send a Lifecycle Campaign to all users?

A Lifecycle Campaign (also known as an Automatic Campaign) is based on user behavior and deploys automatically daily to users who fit the criteria you select.

If you want to send a message to all users, send a Scheduled Campaign.

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Can I use my own locale grouping for messages in a campaign?

Kahuna provides a Locale Setup panel in the Campaign Creator where you can create locales based on languages, time zones, or custom attributes. You design and create custom attributes with the help of Customer Success so that you can base your locales on your own locale grouping (user preferences in your app). You can then create sets of messages for each locale.

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Locales

What are Kahuna locales?

The Kahuna locales feature is an advanced segmentation tool that allows you to use contextual data collected directly from the user’s device to localize content and optimize the experience. Within one campaign, you can create an unlimited number of language or location-based segments. Doing so allows you to drive extremely relevant, personalized experiences by tailoring your messaging to a customer’s native language or location.

What is the difference between localization and translation? Does Kahuna do both?

Localization is the adaptation of a product, service or messaging to meet the needs of a particular language, culture or desired population’s look-and-feel. Translation is the process of automatically changing the copy of your campaigns from one language to another.

Locales enable you to tailor the messaging you create to a particular location or language-based segment. Kahuna collects the data directly from your customer’s devices, which then enables you create multiple messages in a campaign that are designed specifically for that segment. While the Kahuna platform natively supports all languages, it will not automatically translate messages that are delivered.

Does Kahuna optimization for timing and message copy work within location and language-based segments?

Kahuna optimizes for timing and message copy (A-to-E testing) automatically for each individual locale that is set up within a campaign. For example, if you set up three language-based locales within one campaign (English, Spanish, and all other languages) in addition to the normal behavioral filters, Kahuna optimization works within each locale, making sure the message copy and timing that is performing best for English speakers is distributed at a higher rate, even if it is not the performing best for Spanish speakers.

Exports

How do I export campaign data?

If you want to analyze your campaign data more thoroughly, you can download a Kahuna Campaign Export. Open Analyze > Exports from the left navigation panel of the Kahuna application. Click Campaign data export at the top of the page to open the New Export page. Select the campaigns and the metrics you want to export, then either run the export or schedule it for a later time.

The Kahuna Campaign Export is a CSV file containing more than 100 campaign metrics for select campaigns. Because the file contains very basic metrics, a data analyst must transform and aggregate the data to identify meaningful performance measures, comparisons, or trends as shown here:

 

If your team needs guidance on how to transform and aggregate the raw data from your Kahuna Campaign Export, contact your Kahuna Customer Success Manager.

 

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What information does Kahuna email to me after I launch a campaign?

If you have enabled Campaign Completion notifications on the Account tab of the Settings page, every time you run a campaign, you receive an email from Kahuna, which contains a download link for an exported list of all the users eligible for the campaign. The list includes the username, email address, and additional information for each user.

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What information does the User Export provide?

You can create a user export from the Exports page to estimate campaign reach and see a list of campaign recipients. Open Analyze > Exports from the left navigation pane of the Kahuna application. On the Exports page, click People export to open the New Export page. Select a segment, such as Engaged or Newbie and add filters to obtain more specific user information. Kahuna sends you an email with a link to download the exported list of users.

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What does the Total Events field mean in the User Export table?

This field keeps track of the total number of events that the user has completed in your app. For example, if a news app has five events, such as read an article, save an article, share an article, comment on an article, or watch a video, and the user has read 54 articles, shared 10 articles, saved 6 articles, commented on 3 articles, and watched 27 videos, the Total Events for the user in the app is 100.

Kahuna uses the Total Events field to determine the top people in your namespace, which provides valuable information for campaigns. For example, if a user who has completed 100 events in a news app is one of your Top People, you can send the user a Scheduled Campaign providing a discount on a subscription.

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How can I unsubscribe from campaign exports?
  1. On the top bar of the Kahuna application, click , then click Settings to open the Settings page.
  2. Click the Account tab.
  3. Click the Campaign Completion check box to remove the check mark.
  4. Click Save Settings.

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How do I export Dormant users and Passersby?

Currently, Kahuna does not provide built-in segments for Dormant users or Passersby on the New Export page. However, you can create your own exports.

  1. On the top right of the Exports page, click the People export link. The New Export page opens.
  2. Click Continue without a segment.
  3. To export Dormant users, add these filters: Onboarded=Yes, Last Visit=more than 14 days ago.

    To export Passersby, add these filters: Onboarded=No, Last Visit=more than 14 days ago.

  4. Either run the export now or schedule the export.

Administration

What permission levels (privileges) does Kahuna provide for namespace access?

Kahuna defines two privileges that control the security and confidentiality of users and data stored in a namespace:

  • Run Campaigns allows you to create, enable, and disable campaigns.
  • Manage Users allows you to manage others in the organization (create, update, and delete users in a namespace), view your Android API key, and upload Apple push certificates. A user with Manage User privileges is a Kahuna administrator.

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Where do I upload my Apple push certificate?

You need to upload your Apple push certificate so that Kahuna can manage notifications to your IOS devices.

  1. On the top bar of the Kahuna application, click , then click Settings to open the Settings page.
  2. On the Configuration tab, scroll to the Push Authorization section.

    Note: You see the Push Authorization section only if you are a Kahuna administrator (you have Manage User privileges).

  3. Either drag and drop your PEM or P12 file into the AppStore Push Certificate box or click inside the box to browse for the file.

    If you have a password attached to the certificate, Kahuna prompts you for your password.

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How do I delete users from my namespace?

You cannot delete users from your production namespace.

If your sandbox namespace has many unsuccessful tests, you can contact Customer Success to request a new sandbox namespace.

 

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