Campaigns

From this module, you can configure everything related to campaigns, channels, members, dispositions, and much more! Are you ready?

Campaigns

In this tab, you can access the list of campaigns created in uContact and perform searches based on the campaign name. From here, you can also create, modify, and delete campaigns, as well as configure channels and modify campaign members. Next to the tab name, you can see the number of users created.

User List

• Name: displays the name of the campaign.

• Schedule: indicates whether the campaign is currently within its operational hours. It shows the configured time ranges for the day.

  There are two possibilities for campaign schedules:

  Campaign within schedule.
  Campaign out of schedule.

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

• Channels: shows which channels are activated (highlighted) or deactivated (grayed out) for the campaign.

  For example:

  You can also view how to configure a channel?

• Members: displays the total number of members assigned to the campaign. You can add or remove members from the campaign and channels, change their order, and manage penalties.

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

• Actions: provides options to edit or delete the campaign. When editing, a popup window allows you to modify all campaign settings except its name.

Enabled and Disabled Campaigns

In the campaign list, you can differentiate between enabled and disabled campaigns, indicating those that are currently operational and those that are not.

Dispositions

In this tab, you can access the list of global dispositions created in uContact. These dispositions can be used across all campaigns. You can create multiple levels and combinations of dispositions to suit your business logic and gather precise information about customer queries.

How to create a disposition level?

1. To create a new level, click on the + icon located next to the level name.
2. A form will appear where you can enter the necessary information to create the disposition.

• Enabled: indicates whether the disposition is enabled for agents to use during disposition.

• Text Code: used if integrating with third-party systems.

• Actions: disposition can trigger actions such as:

  • Reschedule: allows rescheduling a call to contact the customer again. If agents select a level with this action, they can choose a date and time for the callback.
  • Respool:
  • Respool alternative:
  • Blacklist: adds the customer to the blacklist to prevent further contact.

• Mandatory Comment: if enabled, agents must enter a comment to save the disposition.

• Voicemail: if enabled,

• Channels: lists channels where this disposition level can be used. By default, all channels are enabled. You can disable specific channels as needed.

  For example:

Holidays

In this tab, you can access a calendar listing all holidays created in uContact. These are specific days when Contact Centers do not provide customer service.

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 can enter the necessary information to create the holiday.

The fields include:

• Name: enter a name to identify the holiday.
• Date: specify the date of the holiday.
• Start Time: indicate the start time of the holiday.
• End Time: indicate the end time of the holiday.
• Campaigns: select the campaigns affected by the holiday.
• Message Template: select a template to send to customers contacting via text channel.
• Email Template: select an email template for customers contacting via email.
• Audio: select an audio clip to play when a customer calls.
• Recurrent: 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, create new templates for text channels and email interactions, edit template content, and delete templates.

How to Create a Template?

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

Text Templates

For text templates, enter a name and the desired message. For example: "Hello! My name is {name} and I look forward to assisting you today."

Email Templates

For email templates, enter a name and the content using the available formats.

Template List

In the template list, you can view the following information:

• Template Type: indicates whether it's a text template or an email template.

  Text Template.
  Email Template.

• Name: displays the name assigned to the template.

• Content: shows the content of the template.

• Actions: provides options to edit or delete the template. When editing, a popup window allows you to modify the template content except its name.

Status

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

• Icon: icon identifying the state.
• Name: unique name associated with the state.
• Actions: provides options to edit or delete the state. When editing, a popup window allows you to modify all state-related information except its name.

Blacklist

In this tab, you can access the list of customers in the blacklist. You can search by campaign name and customer contact information, which can be a phone number or email.

• Campaign: indicates the campaign name.
• Client: customer contact added to the blacklist, either a phone number (for Voice, SMS, and WhatsApp) or an email (for Email).
• Actions: provides options to edit or delete a blacklist entry. When editing, a popup window allows you to modify all profile information except its name.

Open History

Selecting this option opens a popup showing a list of all attempts to initiate interaction with a contact in the blacklist. This history includes both outgoing communication attempts to blacklisted contacts and incoming attempts from customers trying to contact the contact center while blacklisted. This verifies both incoming and outgoing blacklist statuses, providing a complete record of these interaction attempts.

Open Flow

This option allows you to open the blacklist flow, which checks whether the customer is in the blacklist for both outgoing and incoming interactions. It is recommended to leave the default flow to avoid issues, although you can modify the flow as needed.

Import

Through this option, you can import a list of contacts to add to the blacklist. The list should include contact information, either a phone number or an email address, and the campaign name.

Contacts

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

• Name: contact name.
• Number: contact number.
• Email: contact email.
• Actions: provides options to edit or delete the contact. When editing, a popup window allows you to modify all contact information.