Campaigns

Campaigns are a central concept that allow for the assignment of interactions to agents across different channels. You can create the campaigns you need, and within each, you can enable the channels you desire. Are you ready?

How to create a campaign?

Creating a campaign in uContact is very simple! Here's how to do it.

1. To create a campaign, go to the Admin menu and access the Campaigns module.

2. Once here, click the "New" button located in the top right corner. A pop-up will appear with several tabs.

Quick Tip!

To create a campaign, you can simply assign a name, and it will be created with all the default settings and a 24-hour schedule.

What can you configure in each tab?

Below, we show you what you can configure in each tab.

Basic

In this tab, you can configure basic aspects related to the campaign.

• Enabled: allows you to enable or disable the campaign.
• Name: this is the unique name that will identify the campaign, e.g., "TeleSales" or "Complaints."
• Form: you can assign a form to the campaign for agents to use when handling interactions. A list of forms created in uContact with the tool uCode will appear. If you have uCRM enabled, that will also appear. You can also select "External Form" and enter the URL of a form to embed in uContact.

Schedule

By default, campaigns have a 24-hour operating schedule. This operating period is the time during which interactions will enter and be assigned to agents if available. If needed, you can create custom schedules for the campaign.

• Timezone: here, you can select the campaign's timezone.
• Custom Schedule: if you enable this option, you can assign a custom operating schedule to the campaign.

How to create a custom schedule?

Creating a custom schedule for your campaigns is very easy! Here's how to do it.

• Each day has a grid representing time slots. Simply double-click the desired time slot, and a default 45-minute schedule will be created, but it can be extended.
• By default, all days are enabled, but you can disable any day by simply clicking on the day’s letter.
• You can create multiple time ranges in a single day by repeating the same procedure.

How to extend a schedule?

• Click and drag from the sides of the selected range to extend the schedule as needed. You can also right-click on the schedule and select "Edit" to enter your desired range.

How to delete a schedule?

• To delete a schedule, right-click on it and click "Delete."

How to copy schedules?

• You can copy schedules and apply them to other days. Right-click, select "Copy," then right-click on the target day’s grid and select "Paste."
• You can also copy all schedules from a specific day to another by right-clicking on the grid, selecting "Select All," and then copying.

Tips

You can use shortcuts to create, modify, and delete schedules:

• Use control + c or command + c to copy schedules.
• Use control + v or command + v to paste schedules.
• Use control + z or command + z to undo changes.
• Use control + y or command + y to redo changes.

Dispositions

In uContact, you can create and use Global or campaign-specific dispositions. Here, you can create Global dispositions, which can be used across all campaigns and channels, as long as the channel was selected when creating the disposition.

You can create as many levels of dispositions as you like. These dispositions will be specific to this campaign.

How to create a disposition level?

• Pressing the + icon will open a modal to create a new level.
• You must enable the disposition and assign it a unique name.
• By default, this level will be assigned to all channels in the campaign, but you can remove channels by simply clicking on them.

Additionally, you can import a list of dispositions to create them in the system in bulk.

Statuses

You can create custom statuses for campaign users to use.

• Click the "New" button located in the top right corner.
• To create a new status, assign it a unique name, an icon, and a color. You can either choose from the suggested colors or select one of your own by clicking the color palette icon.

Templates

You can create templates for users to use when interacting with customers to improve response times and overall effectiveness. There are two types: text and rich text format.

• Text templates are used for SMS, WhatsApp, WebChat, and Messenger. Simply assign a name and the desired text. For example: "Hello {name}! My name is {user name}, and I’ll be happy to assist you today. How can I help?"
• Rich text format templates are used only for email. Assign a name and add the text using formatting options to style the message.

Contacts

You can create contacts for the campaign.

Advanced

There are some advanced options you can configure.

• You can select the campaigns to transfer, which will appear for the user when they want to transfer an interaction from this campaign.
• You can also assign a quality model to the campaign so that supervisors can evaluate agent performance.

How to configure a channel?

To begin using a campaign, it’s necessary to have channels configured for creating or receiving interactions. Depending on the channel you select, the configuration may vary. Setting up a channel is very simple—click on the channel you want to configure to see its setup!

How to manage campaign members?

Now that your campaign is ready, you need to add users so they can start creating or receiving interactions across different channels. It’s very simple, let’s see how to do it!