Campaigns Module

Welcome to the Campaigns module! Here you can configure everything related to campaigns, channels, members, dispositions, and much more! Are you ready?

Campaigns

In this tab, you will see the list of created campaigns and will be able to perform various actions on them, such as modifying the configuration, setting up channels, changing members, and more.

Campaign List

• Name: Here you can see the name of the campaign.

• Schedule: Here, you can check if the campaign is within business hours, i.e., if it is within the production hours and the time ranges configured for the day.

  There are two possibilities for campaign schedules:

  Campaign within hours.
  Campaign out of hours.

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

• Channels: Here you can check which channels are activated and which are not. Activated channels are shown in color, while gray ones are not activated.

  For example:

  You can also check how to configure a channel?

• Members: Here you can see the total number of campaign members, as well as add or remove members from the campaign and channels, change the order, and manage penalties.

  You can also check how to add members to a campaign?

• Actions: Here, you have the option to edit or delete the campaign. If you want to edit it, press the button, and a pop-up will appear where you can modify all the campaign settings, except for the campaign name.

Enabled and Disabled Campaigns

In the campaign list, you can differentiate between enabled and disabled campaigns, i.e., those campaigns that are not active.

Dispositions

In this tab, you can access the list of global tags created in uContact, which can be used across all campaigns. You can create as many levels and combinations of tags as you wish, to fit your business logic and gather accurate information about your customers' inquiries.

How to Create a dispositions Level?

1. To create a new level, click on the + icon to the left of the level name.
2. A form will appear where you must enter the necessary information to create the tag.

• Enable: Indicates whether the tag is enabled or not, i.e., whether it will be available for agents when dispositions.

• Text Code: Used if you have an integrated third-party system.

• Actions: The tag can trigger an action, including:

  • Reschedule: This action allows you to reschedule a call to contact the client again. If an agent selects a level with this action, a field will appear to select the date and time for the follow-up call.
  • Respool:
  • Respool alternative:
  • Blacklist: This action adds the customer to the blacklist to prevent further calls.

• Required Comment: If enabled, the agent must enter a comment about the management before saving the tag.

• Voicemail: If enabled,

• Channels: This will show the list of channels where this tag level can be used. By default, all channels are enabled. If you want to disable a channel for this tag level, just click on it to disable it.

  For example:

Holidays

In this tab, you can access a calendar with all the holidays created in uContact, i.e., specific days when the contact center will not provide customer support.

How to Create a Holiday?

1. To create a new holiday, click on the + icon in the top right corner.
2. A form will appear where you must enter the necessary information to create the holiday.

Fields:

• Name: Enter a name to identify the holiday.
• Date: Enter the date of the holiday.
• Start Time: Enter the start time of the holiday.
• End Time: Enter the end time of the holiday.
• Campaigns: Select the campaigns affected by the holiday.
• Message Template: Select a template to send to customers if they contact you via a text channel.
• Email Template: Select an email template to send to customers if they contact you via email.
• Audio: Select an audio that will be played when a customer calls.
• Recurring: If enabled, the holiday will apply every year on the same date.

Templates

In this tab, you can access the list of templates created in uContact. You can search by template name and create new ones for both text channels and email. You can also edit and delete templates.

How to Create a Template?

1. To create a template, simply click the "New" button located in the top right corner.
2. You will see two options: one for creating text templates that can be used for SMS, WhatsApp, and Messenger, and another for creating email templates.

Text Templates

For text templates, you just need to assign a name and the message you want. For example: "Hello! My name is {name}, and I will be happy to assist you today."

Email Templates

For email templates, you must assign a name and the content you want, using the proper formatting.

Template List

In the template list, you will see the following information:

• Template Type: You will see the type of template.

  Text Template.
  Email Template.

• Name: The name assigned to the template.

• Content: Displays the content of the template.

• Actions: Here, you can edit or delete the template. To edit it, press the button, and a pop-up will appear where you can modify the content, but not the name.

States

In this tab, you can access the list of states created in uContact. You can search by the state name.

• Icon: The icon that identifies the state.
• Name: The unique name associated with the state.
• Actions: Here, you have the option to edit or delete the state. If you want to edit it, press the button, and a pop-up will appear where you can modify all the information related to the state, except for the name.

Blacklist

In this tab, you can access the list of clients on the blacklist. You can search by campaign name or client contact, which could be a phone number or email address.

• Campaign: The campaign name.
• Client: The contact information of the customer added to the blacklist, which can be a phone number (for Voice, SMS, and WhatsApp) or an email address (for Email).
• Actions: Here, you can edit or delete a blacklist record. If you want to edit it, press the button, and a pop-up will appear where you can modify all the information related to the profile, except for the name.

View History

Selecting this option will open a pop-up showing a list of all interaction attempts with contacts on the blacklist. This history includes both outgoing attempts to blacklist contacts and incoming attempts from clients who tried to contact the center while on the blacklist. This way, both incoming and outgoing blacklists are verified, providing a complete record of these interaction attempts.

View Flow

This option lets you open the blacklist flow, which checks whether a client is on the blacklist for both outgoing and incoming interactions. It is recommended to keep the default flow to avoid issues, although you can modify the flow as needed.

Import

With this option, you can import a list of contacts to add to the blacklist. The list should only include the contact information (phone number or email) and the campaign name.

Contacts

In this tab, you can access the list of profiles created in uContact. You can search by profile name.

• Name: The contact's name.
• Number: The contact's number.
• Email: The contact's email address.
• Actions: Here, you can edit or delete the contact. If you want to edit it, press the button, and a pop-up will appear where you can modify all the contact information.