Introduction to Campaigns

Welcome to the Campaigns screen. From here you can configure everything related to campaigns, channels, members, dispositions and much more!

How to access?

Access this screen from the Administration menu, by clicking on Campaigns.

Required permissions

Your Profile must have permissions to access the Campaigns screen from the Administrator Menu and the corresponding sub-sections.

Keep in mind that the visibility and actions available within the screen will depend on the permissions assigned to your profile. Depending on these, you may only view information or also make modifications to Campaigns and their different configurations.

What is a campaign?

A campaign is a central concept that allows you to manage interactions with customers through different communication channels (Telephony, SMS, WhatsApp, Email, WebChat, Instagram and Messenger).

Each campaign can represent different areas of your business (Sales, Support, Collections, etc.) or different types of service, allowing you to fully customize the communication experience according to your operational needs.

Learn more about campaigns in the Core Concepts guide

Campaigns

In this section you will find the list of created campaigns, from where you can edit their configuration, manage channels, modify members and perform other actions. You can also search for campaigns by name.

Want to create a campaign? Access the campaign creation guide.

Campaign list

The list shows the following information for each campaign:

• Name: unique name that identifies the campaign.

• Schedule: indicates if the campaign is currently within business hours and shows the time ranges configured for today.

  There are two possibilities for campaign schedules.

  Campaign within hours.
  Campaign out of hours.

  You can also see how to create schedules for a campaign?

• Channels: shows the enabled and disabled channels in the campaign. Channels in color are enabled, while channels in gray are disabled.

  For example:

  If the channel is not enabled in the campaign, it means that interactions from that specific channel cannot be received, initiated or managed.

  How to configure a channel?

  You can see the channel configuration guide through the following guide.

• Members: shows the number of users who are members of the campaign. By clicking on the members icon, you can access the configuration to manage members by adding, removing, changing the position order, adjusting the penalty or assigning permissions to receive or create interactions.

  Don't know how to manage your campaign members?

  Learn how to manage campaign members using the following guide.

• Actions: there are three options available to manage the campaign: Edit, Delete and Copy members.

  • Edit: opens the campaign configuration by clicking Edit or directly on the campaign name. Allows you to modify any parameter except the name. To configure a specific channel, you have to click on the channel.
  • Delete: allows you to permanently delete the campaign. When you select this option, a confirmation message will appear before accepting the campaign deletion. This action is irreversible.
  • Copy members: allows you to easily copy the current members of the campaign to another campaign. Access the following guide to learn more.

Be careful!

When you delete a campaign, the interactions that were managed through it are also deleted. Sometimes it is preferable to disable the campaign instead of deleting it.

Enabled and disabled campaigns

In the campaign list you can differentiate between those that are enabled and disabled. The latter are those campaigns that are not in operation.

How to disable a campaign?

Learn how to disable a campaign using the following campaign enablement guide.

Dispositions

Dispositions allow you to classify and record the result of each interaction with customers. This section allows you to manage global dispositions, those available to all campaigns.

What will you find on this screen?

A list with all the global dispositions created, along with their hierarchical structure with the different configured levels. You can access the different levels simply by clicking on them.

Information for each level

• Name: name assigned to the disposition level.
• Actions: there are two options available to manage disposition levels.
  • Edit: allows you to modify the name of the disposition level.
  • Delete: allows you to delete the disposition level. This action will also delete all child levels associated with that level.

Additional actions

• Create new dispositions: create disposition levels manually.
• Import in bulk: create new dispositions in bulk.

How to create dispositions?

Learn how to create dispositions using the following disposition creation guide.

Quality Models

Quality models are tools that allow you to evaluate user performance based on criteria defined by your operation. From this section you can manage all created quality models.

What will you find on this screen?

A list with all the quality models created, showing their main information. You can search by model name and create new models.

Information for each model

• Name: unique name that identifies the Quality Model.
• Description: detail about the purpose of the model.
• Categories: number of evaluation categories configured in the model.
• Questions: total number of questions defined in the model.
• Actions: there are two options available to manage quality models.
  • Edit: allows you to modify the categories, questions, scores and model configurations.
  • Delete: allows you to permanently delete the model.

How to create quality models?

Learn more about quality models in the core concepts guide.

Holidays

Holidays are specific days when your business will not provide customer service. From this section you can manage the holiday calendar.

What will you find on this screen?

A calendar that shows all configured holidays, with monthly navigation to view events scheduled throughout the year.

Important!

Keep these events updated to avoid interruptions in customer service.

Information for each holiday

• Date: day on which the holiday will take place.
• Name: name that identifies the holiday.
• Actions: there are two options available when clicking on the holiday in the calendar.
  • Edit: allows you to modify all holiday configuration, except the name.
  • Delete: allows you to permanently delete the holiday.

How to create holidays?

Learn how to create holidays using the following holiday creation guide.

Templates

Templates are predefined messages that facilitate the work of users by responding to repetitive questions, improving efficiency and response times. You can use them in all text channels. From this section you can manage them and you can also search by template name.

What will you find on this screen?

A list with all the global templates created, showing their type (text, rich text or HTML) and identifying name.

Information for each template

• Icon: identifies the type of template, below we show you the different types.
  Plain text template.
  Rich text template.
  HTML template.
• Name: unique name that identifies the template.
• Content: preview of the template content.
• Actions: there are two options available to manage templates.
  • Edit: allows you to modify the template configuration, except the name.
  • Delete: allows you to permanently delete the template.

How to create templates?

Learn how to create templates using the following template creation guide.

Statuses

Statuses allow you to identify the availability of users within the system (available, on pause, busy, etc.). This section allows you to manage all statuses and create new ones. Additionally, you can also search by name.

What will you find on this screen?

A list with all the global statuses created, that is, those that can be used by all users.

Information for each status

• Icon: icon that identifies the status.
• Name: unique name that identifies the status.
• Actions: there are two options available to manage statuses.
  • Edit: allows you to modify the status configuration, except the name.
  • Delete: allows you to permanently delete the status.

How to create statuses?

Learn how to create statuses using the following status creation guide.

Blacklist

The Blacklist is a list of blocked contacts that cannot be contacted. From this section you can manage all blocked customer records. Additionally, you can also search by customer ID.

What will you find on this screen?

A list with all the global contacts blocked, showing the associated campaign and the blocked contact method (phone or email).

Information for each record

• Campaign: name of the campaign associated with the block. If it applies to all, it indicates All campaigns.
• Customer: ID of the blocked contact (phone number for Telephony/SMS/WhatsApp or email for Email).
• Actions: The available actions are:
  • Delete record: deletes only the selected record.
  • Delete customer: deletes all occurrences of that customer in the Blacklist.
  • Delete campaign records: deletes all records of the campaign to which the record belongs.
  • View customer history: view all interaction attempts (inbound and outbound) with that contact.

Additional actions

From the top buttons the following actions are available.

• Open history: view all interaction attempts with any contact on the blacklist, including rejected outbound communications and blocked inbound ones.
• Open blacklist flow: access the flow that checks if a customer is blocked. It is recommended to keep the default flow to avoid issues.
• Import in bulk: load multiple contacts to the blacklist from a file (must include the contact and campaign name).

How to add a customer to the Blacklist?

Learn how to add customers to the Blacklist using the following Blacklist guide.

Contacts

Contacts are the customers registered in the system. From this section you can manage all contacts centrally. Additionally, you can search by name and ID (phone or email) of the contact.

What will you find on this screen?

A list with all the global contacts created, showing their name, phone number and/or associated email.

Information for each contact

• Name: name that identifies the contact.
• Number: phone number associated with the contact.
• Email: email address associated with the contact.
• Actions: there are two options available to manage contacts.
  • Edit: allows you to modify all contact parameters.
  • Delete: allows you to permanently delete the contact.

Additional actions

From the top buttons the following are available:

• Export contacts: download all contacts in a CSV file with their complete information.
• Import in bulk: create multiple contacts quickly by simply importing a file. Learn more details in the import guide.

How to create contacts?

Learn how to create contacts using the following Contacts guide.

Frequently Asked Questions

Here you will find answers to the most common questions about global resources, differences between configurations and the impact of modifying elements in use.

Are quality models mandatory?

No, quality models are optional. You only need to create them if you want to evaluate the quality of service of your users through structured evaluations.

Do users need any permission to use global resources?

No, no special permission is needed. Users who have an Agent type Profile, which is the most basic, already allows them to use them from the Inbox.

What is the difference between global and campaign-specific resources?

Global resources (managed from this screen) are available in all campaigns in the system, while specific resources are only available in the campaign where they were created. This allows you to have common resources for the entire operation and customized resources per campaign.

Can I edit global resources?

Yes, you can edit global dispositions, templates, statuses and contacts at any time. Changes will apply immediately in all campaigns where they are used.

What happens if I delete a global resource that is in use?

If you delete a global resource (disposition, template, status or contact) that is being used in one or more campaigns, it will no longer be available immediately. Be careful when deleting resources that may be in active use.