Creating Campaigns

With this guide you will learn step by step how to create and configure a campaign from scratch, including basic configuration, business hours and all the necessary options to start managing interactions with your customers effectively.

How to create a campaign?

1. To create a campaign you have to access the Administrator Menu and then the Campaigns screen.

2. Once here, you have to click on the New button, located in the top right corner. The campaign configuration will open with several sections available.

Important information about campaign creation!

To create a campaign, you can assign it only a name and it will be created with all default configurations and a 24-hour schedule. If you need additional configurations within the campaign such as dispositions, statuses, templates, contacts, etc., you must first save the campaign. Once saved, the other configuration sections will be enabled.

What can you configure?

The campaign configuration includes several sections. Below we show you in detail the available configurations.

Basic

This section allows you to configure the basic parameters of the campaign, such as its status, name, associated forms and quality models to use.

Available settings

• Status: allows you to enable or disable the campaign. If it is disabled, interactions cannot be received or created through the campaign.
• Name (required): assign a unique and identifying name to the campaign, for example TelephoneSales, Inquiries or Claims. Remember to use a descriptive name, as it will be visible to all users.
• Quality models: select the Quality Models that can be used to evaluate interaction segments of this campaign. The models allow you to measure and improve service quality. You can select as many models as you need according to your operation.
• Form: assign a form to the campaign for users to use when handling interactions. There are two types:
  • Created in uContact: forms created internally with the uCode tool. They will appear in the available list.
  • External: if you need to use an external form, select the External form option at the end of the list and enter the URL. The form must be publicly accessible to be embedded in the Inbox.
• Manual opening of Forms: if you enable this option, users will be able to manually open forms associated with the campaign from the Inbox without the need to have an active interaction. Requires having a form previously assigned.
• CRM: if you have the uCRM configured, activate this option so that users can access the CRM when they handle interactions of this campaign.

Schedule

This section allows you to configure the business hours of the campaign. By default, campaigns have a 24-hour schedule, but it is possible to customize it.

During the configured business hours, the campaign will receive and assign interactions to available users according to the distribution strategy configured in each channel. You can also create custom schedules that adapt to the specific needs of your business.

Available settings

• Time zone: select the time zone that will be used for the campaign's business hours. Verify that the time zone is correct to avoid issues in service and so that interactions are managed at the appropriate times.
• Custom schedule: if you enable this option, you can create custom business hours that adapt to the specific needs of your business. Consult the custom schedule creation guide to know the complete process.

Attention!

The following sections will only be available after saving the campaign. If you haven't saved it yet, save it first to access these configurations.

Dispositions

This section allows you to create campaign-specific dispositions, that is, those that can be used only in this campaign.

What are dispositions?

Dispositions allow you to classify the result of each interaction through different levels (e.g.: Sale Made, Does Not Answer, Requests Information). They are very helpful when analyzing the reasons for customer contact.

Information for each level

The list shows the hierarchical structure of dispositions, each level includes:

• 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 level and its configuration.
  • 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?

Consult the disposition creation guide to know the complete step-by-step process.

Statuses

This section allows you to create custom statuses for users who are members of the campaign to use when they are not available to handle interactions. These statuses are campaign-specific and will only be available in it.

What are statuses for?

Statuses allow users to indicate their availability (e.g.: In-person Service, Training, Meeting, Break). While a user is in a status, they will not receive new interactions.

Information for each status

The list shows the following data for each status.

• Icon: visual icon that represents the status.
• Name: identifying name of 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.

You can create as many statuses as you need, adapting them to the specific needs of your business.

How to create statuses?

Consult the status creation guide to know the step-by-step process.

Templates

This section allows you to create predefined message templates for users to use when handling interactions, improving response times. These templates are campaign-specific, and will only be available in it.

What are templates for?

Templates are predefined messages that users can use to quickly respond to frequently asked questions or send standard information, avoiding writing the same thing repeatedly.

Information for each template

The list shows the following data for each template:

• Icon: icon that indicates the format (plain text, rich text or HTML).
  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.

Examples of useful templates

Some common templates you can create:

• Welcome: "Hello {name}, thank you for contacting us. How can we help you?"
• Hours: "Our business hours are Monday to Friday from 9:00 AM to 6:00 PM."
• Tracking information: "Your tracking number is {number}. You can track it on our website."
• Goodbye: "Is there anything else I can help you with? Have a great day!"

These templates will be available in the Inbox for users to use.

How to create templates?

Consult the template creation guide to know the step-by-step process.

Contacts

This section allows you to create a list of contacts associated with this campaign. Users will be able to quickly access these contacts from the Inbox, facilitating communication in an agile and simple way.

Information for each contact

The list shows the following data for each contact:

• Name: full name of the customer.
• Number: phone number associated with the customer.
• Email: email address associated with the customer.
• Actions: options to edit or delete the contact.

Additional actions

There are two options available to manage contacts:

• Import: load multiple contacts from a file to speed up loading. Supported formats: XLSX, ODS, CSV or TXT.
• Export: download the complete list of campaign contacts in CSV format.

How to create contacts?

Consult the contact creation guide to know the step-by-step process and the different ways to create contacts.

Advanced

This section allows you to configure advanced campaign options that control the behavior of transfers and the display of interaction history.

Available settings

• Campaigns to transfer: select the campaigns to which users can transfer interactions from this campaign. The selected campaigns will appear in the list of available destinations when a user wants to transfer. If you don't select any, users will have all system campaigns available to transfer.
• View history of all campaigns: controls which historical interactions a user can view when handling a customer interaction in this campaign.
  • If enabled: The user will be able to view the complete interaction history of the customer in all system campaigns, regardless of whether they are a member of those campaigns or not. This provides complete customer context.
  • If disabled: The user will only be able to see the interaction history of the campaigns of which they are currently a member. Limits visibility for security or privacy.

Important note

This configuration applies only to users who are not Super users, since Super users have by default complete access to the history of all campaigns.

Next steps

Once you have created and configured your campaign, it is time to:

1. Configure channels: define which channels will be available in the campaign. Consult the channel configuration guide to learn how to configure them.

2. Add members to the campaign: assign the users who will handle the interactions. Consult the member management guide to learn how to do it.

3. Configure Outbound Hubs (optional): if you need to reach your customers massively, configure Outbound Hubs. Consult the Outbound Hubs guide to learn how to create them.

4. Configure Bots and IVRs (optional): automate service with Bots for text channels or IVRs for telephony. Consult the Automations guide.

Remember!

Before putting the campaign into production, perform tests by creating and receiving test interactions in each configured channel to verify that everything works correctly, especially if you use IVRs or Bots.

Frequently Asked Questions

Do you have questions about creating and configuring campaigns? Here we answer the most common questions that may arise during the process.

Can I edit a campaign after creating it?

Yes, you can edit any campaign configuration at any time from the campaign list. Changes will apply immediately. Keep in mind that the campaign name is the only data that cannot be modified once created.

What happens if I disable a campaign?

If you disable a campaign, it will not receive new interactions and users will not be able to access it from the Inbox. Existing interactions will remain in the history.

Can I have multiple campaigns with the same users?

Yes, users can be members of multiple campaigns simultaneously. You can assign users to campaigns from the member management of the campaign.

Is it mandatory to configure custom schedules?

No, by default campaigns have a 24/7 schedule. Only configure custom schedules if your business does not operate 24 hours.

Can I change the name of a campaign?

No, the campaign name is the only data that cannot be modified once you have created it.

What happens with interactions outside of business hours?

Interactions that arrive outside the configured business hours will receive an automatic message (if configured in the channel) and will not be assigned to users until the campaign returns to business hours.

Do Super users always see all campaigns?

Yes, Super users have complete access to all system campaigns.