Interaction Campaign Settings

In the left navigation bar of Proces Tab, you can select an Interaction Campaign to view its settings.

The changes made in settings of one Interaction Campaign will be applicable to that campaign itself. They will not be applicable on other similar (interaction) and different (non-interaction) campaigns.

It contains the following tabs.

• Settings → General
• Queues
• Users
• Default Working
• Holiday/Office Hours
• Canned Messages
• Custom Field
• Media Profile

Settings for Interaction Campaign

This tab contains only "General Settings".

Here, the General Settings are divided into the following sections.

• Campaign Details: These are the same details, which you have provided while creating this campaign. You can only change the campaign name here.
• Campaign Settings: It contains the following settings.
  • Agent can view: This settings lets you allow the agents to view the tickets of others or not.
    • On Dashboard: It lets you to allow or disallow the agents to view the tickets of other agents on the dasboard. You can check "Inherit from Parent" to inherit this settings from the parent. If you uncheck it, then you can select any of the fullowing values for this campaign.
      • Tickets assigned to the agent: Select it to let the agent view only those tickets that are assigned to the agent.
      • Tickets assigned to the agent and all unassigned tickets: Select it to let the agent view all unassigned tickets and those tickets that are assigned to the agent.
      • All Tickets: Select it to let the agent view all tickets such as assigned tickets to the agent itself, unassigned tickets, and tickets assigned to other agents.
    • On Customer Details: It lets you to allow or disallow the agents to view the tickets of other agents on the customer details. You can check "Inherit from Parent" to inherit this settings from the parent. If you uncheck it, then you can select any of the fullowing values for this campaign.
      • Tickets assigned to the agent: Select it to let the agent view only those tickets that are assigned to the agent.
      • Tickets assigned to the agent and all unassigned tickets: Select it to let the agent view all unassigned tickets and those tickets that are assigned to the agent.
      • All Tickets: Select it to let the agent view all tickets such as assigned tickets to the agent itself, unassigned tickets, and tickets assigned to other agents.
  • Closure Reason of Tickets: It is a new settings named "Closure Reason for ticket", which allows the Administrator to specify whether the users has to provide the closure reason while closing the ticket or not. It contains the fullowing values.
    • Mandatory: Select it to make it mandatory for the users to provide a closure reason while closing the ticket.
    • Non-Mandatory: Select it to make it optional for the users to provide a closure reason while closing the ticket. The agent can skip the step to provide the closure reason and close the ticket directly.
    • Not Required: Select it to make it unnecessary (not required at all) for the users to provide a closure reason while closing the ticket. The option to ask for a closure reason will not appear at all while closing any ticket.
  • Column Mappings: Selct a different column mapping here.
• CRM Settings: These are the same settings, which you have provided while creating this campaign. You can modify all of its fields here.

• Click here to know more about the Campaign Details and CRM Settings for this campaign.

• Default BCC Address: You can provide an email address to which all emails will be sent through BCC field.

After modifying the settings, click "Apply" on top to apply these settings. Else, you can click "Refresh" to discard the changes.

Users

Here, you can assign and unassign the users to this campaign. This tab has already been explained in the Chat Campaign Settings. Know more...

Queues

Here, you can create and manage the queues. This tab has already been explained in the Chat Campaign Settings. Know more...

Default Working

Here, you can select the users who will be logged in to this campagin, by default, and will not receive the prompt to select the campaign. This tab has already been explained in the Chat Campaign Settings. Know more...

Holiday/Office Hours

Here, you can define the holidays, office hours, and non-working hours for this campaign. This tab has already been explained in "System Configuration". Know more...

Canned Messages

This Tab lets you assign and unassign the canned messages to this campaign. You have created the canned messages at the System Level and the same will be shown here. Refer to "Canned Messages" in System Configuration to know the steps to create the canned messages.

campaign-settings-ic-custom-fields

Figure: Canned Messages

Perform the following steps to assign canned messages to this campaign.

1. Select the canned messages in "Available Canned Messages" section
2. Click icon to proceed to assign the selected canned messages.

   

   Figure: Assign or Unassign Canned Messages

3. Click "Apply" to assign the canned messages to this campaign.
   Rather, you can click "Refresh" to not assign the canned messages.

To unassign a canned message, select it in "Assigned Canned Messages" section, click icon, and click "Apply" to unassign the selected canned message from the campaign.

Custom Fields

This Tab lets you assign and unassign the custom fields to this campaign. You have created the Custom Fields in the Process Settings and the same will be shown here. Refer to "Custom Fields" in Process Settings to know the steps to create the custom fields.

Figure: Custom Fields

Perform the following steps to assign custom fields to this campaign.

1. Select the custom fields in "Available Custom Fields" section
2. Click icon to proceed to assign the selected custom fields.

   

   Figure: Assign or Unassign Custom Fields

3. Click "Apply" to assign the custom fields to this campaign.
   Rather, you can click "Refresh" to not assign the custom fields.

To unassign a custom field, select it in "Assigned Custom Fields" section, click icon, and click "Apply" to unassign the selected custom field from the campaign.

Media Profile

This Tab lets you assign and unassign the media profiles to this campaign. You have created the Media Profiles at the System Level and the same will be shown here. Refer to "Media Profiles" in System Configuration to know the steps to create the media profiles.

Figure: Media Profile

Perform the following steps to assign media profiles to this campaign.

1. Select the canned messages in "Available Media Profiles" section
2. Click icon to proceed to assign the selected media profiles.

   

   Figure: Assign or Unassign Media Profiles

3. Click "Apply" to assign the Media Profiles to this campaign.
   Rather, you can click "Refresh" to not assign the media profiles.

To unassign a media profile, select it in "Assigned Media Profiles" section, click icon, and click "Apply" to unassign the selected media profile from the campaign.