Campaign Responder Configuration

The Responders tab in your campaign controls the default settings for all automated customer communication sent from this campaign. This is where you configure sender information, email and SMS connections, and activate campaign-level responders.

→ Learn more: Customer Communication Overview

Sender Information

Configure how your emails appear to customers when sent from this campaign.

Sender Email

The "from" email address used to deliver emails associated with this campaign. If left empty, recipients will see your email as campaign-{id}@vrioemail.com.

Best Practice: Use a branded email address like [email protected] or [email protected] to build trust with customers.

Sender From

A name or title associated with the sending email address. This is what customers see as the sender name in their inbox.

Example: "Acme Support Team" or "Order Notifications"

Communication Connections

Email Responder Connection

Vrio will send emails on your behalf unless you set up your own communication connection. Select from available email connections in your account to use your own email service provider.

Default Email Connection
If no email connection is selected, Vrio will use the default Vrio email service to send responders. All emails will still be tracked and deliverable.

SMS Responder Connection

To send SMS messages, you must have a Twilio connection added. Select from available SMS connections in your account.

Phone Number

Enter a phone number that will be associated with the campaign and can be used on responders. This appears in SMS communications and can be included in email templates using merge tags.

Order Responders

Configure campaign-level responders that trigger when orders are created or completed.

Order Responder

Select a responder to send when an order is completed. This is typically an order confirmation email that includes order details, items purchased, and next steps.

Common Use: Order confirmation emails with order summary and shipping details.

→ Learn more: Stock Responders

Group Order Responders

When enabled, this feature groups responders for customers with matching campaign, card, and address details. Instead of sending multiple individual responder emails, Vrio will combine them into a single email with all order totals.

Use Case: Beneficial when creating separate orders for upsells to avoid sending only one responder to the customer instead of multiple emails.

Order Responder Delay

Set a delay (in minutes) before sending grouped campaign order responders. When grouping is enabled, the system waits for the specified time period to look for additional pending responders matching the grouping criteria.

Once the first responder is sent, additional matching responders will be grouped with it within the delay window.

Example: Setting a 5-minute delay allows time for upsell orders to be created and grouped into the same confirmation email.

Responder Hierarchy

Understanding where responders are configured helps you create targeted messaging strategies:

Campaign-Level Responders (Most Common)

Campaign responders are the default for all communication within this campaign. These are the most commonly used responders and apply to all orders, transactions, and shipments unless overridden.

Campaign responders include:

Order confirmations
Order authorizations
Shipment notifications (shipped, delivered)
Return and RMA processing
Void and refund notifications

Offer-Level Responders (Targeted Messaging)

Responders can also be set on specific offers for more targeted communication based on the product or subscription type.

→ Learn more: Activating Responders

Offer Cycle-Level Responders (Advanced Targeting)

For the most granular control, responders can be configured on specific offer cycles to send different messages based on renewal number or subscription stage.

Responder Override Hierarchy
Offer cycle-level responders override offer-level responders, which override campaign-level responders. The exception is the charge responder, which sends in addition to campaign-level responders.

Quick Setup Guide

Follow these steps to get responders working in your campaign:

Add Branding - Configure branding in your campaign for professional-looking emails → Configure Branding
Set Sender Information - Add sender name, email, and connections in the Responders tab
Activate Stock Responders - Select which responders you want to send from the available options → Stock Responders
Test - Always test responders to ensure they send correctly and look as expected

Responder Types Available

Vrio offers two types of responders to meet your communication needs:

Stock Responders

Pre-written, standardized templates ready for immediate use. These include professional designs with branding integration and all necessary merge tags.

→ Learn more: Stock Responders

Custom Responders

Create your own responders from scratch using HTML and merge tags, or duplicate stock responders and modify them to fit your specific needs.

→ Learn more: Custom Responders

→ Learn more: Merge Tags

Additional Resources

Responder Triggers

Learn about the events that trigger responders to be sent to customers.

→ Learn more: Responder Triggers

Partial Responders

Configure partial delivery notifications for split shipments.

→ Learn more: Partial Responders

Testing Responders

Always test your responders before going live to ensure proper formatting and accurate information.

→ View Testing Guide