Members

Now that you have your campaign ready, you need to add the users you want so they can start creating or receiving interactions. It's very simple, we'll show you how to do it!

How to manage campaign members?

1. You must go to the Administrator Menu and access the Campaigns section.

2. Once here, you must click on the members button of the campaign whose members you want to manage.

3. Now, you can start managing the campaign's members. There are two tabs from where you can perform different actions: General and Advanced.

General

In this tab you can add or remove members from the campaign. On the left is the list of users and on the right are the campaign members.

How to add members to the campaign?

You can add members to the campaign in several ways:

• If you want to add all users, you can simply check "Select all" and then through the arrow, add them to the campaign.

• To add users manually, you can click on any of them to add them to the campaign, or you can also drag them to the right list and they will be added.

How to remove members from the campaign?

To remove members from the campaign you can do it by clicking on the x that the agent has and they will automatically move to the left list, that is, the users who are not members of the campaign.

IMPORTANT

All these changes are not applied until you press the Save button.

Advanced

Once we have added members to the campaign, from the Advanced tab we can perform different configurations.

In this tab we will view the list of campaign member users, for each of them we will see the following information.

• Position in the campaign: tells us what position the user is in. This is important to keep in mind when using Linear strategies.
• User information: shows the avatar, name and username of the agent.
• Enabled channels: here we will have all the channels that the campaign has configured and whether they are enabled or disabled for the user.
• Permissions: for each channel we can configure whether users can receive and initiate interactions, except for WebChat which can only be configured to receive interactions.
  The agent is enabled to initiate and receive interactions.
  The agent is enabled to only receive interactions.
  The agent is enabled to only initiate interactions.
• Penalty: indicates the penalty value that the user has. It is a value between 0 and 100, the higher the penalty, the less likely that user will receive interactions.
• Change order: allows you to modify the user's position in the campaign queue. You can also do this by dragging the agent to change their place in the queue.

How to make changes?

To make changes in the configuration, they can be done in two different ways.

• You can make changes manually, that is, on each specific agent, modifying the penalty, order, etc.

• However, you can also do it in bulk by pressing the Select all members to edit together option, this allows changes to be applied to all agents, for example, disabling the Telephony channel for all agents.

If you need to apply changes to all users except some specific ones, you can select this option and then click on the users you want to exclude to deselect them. This way, changes will only be applied to the users that remain selected.

What configurations can be made?

In this tab we can make different configurations about the users and the role they will have in the campaign. Below we detail each of them.

How to assign a user to a channel?

To assign a user to a channel, you simply have to click on the channel and the user will be assigned to that channel.

For example:

How to modify a user's permissions?

Once we have the user assigned to one or more channels, we can establish whether they will be able to initiate and receive interactions for each specific channel. By default, all users will be able to initiate and receive interactions.

To modify this, we must click on the arrow next to the channel and a small modal will appear where we can enable or disable these two actions.

How to change a user's penalty?

To change the penalty, you simply have to change the penalty number, which must be between 0 and 100. The higher the penalty value, the fewer interactions an agent can receive.

How to change the agent's position?

To change the agent's position, you can do it simply by dragging the agent to the position you want or using the up or down arrows on the right side.