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To access the configuration of an existing campaign, select the campaign in the Campaigns module and click on Edit “Edit”. You will be taken to a view where you can see the basic configuration of the campaign, along with several sections to configure channels, agents, supervisors, accounts, script, advanced configuration, or additional tabs. In each of the sections, you can configure the following:
Channels: Assign one or more channels (previously configured in Sagicc), incoming or outgoing, to the campaign so that the interactions and tickets created from these channels are grouped in the same campaign.
Agents: After assigning the channels, assign the users with agent role who can handle and attend each of the channels from the campaign.
Supervisors: Assign one or more supervisor users for the campaign. They can perform monitoring, supervision, and reporting tasks on the agent users who will work on the campaign.
Accounts: Perform bulk loading of the customers or accounts that will be contacted/attended/managed from the campaign (especially useful for outbound campaigns).
Script: Define a script that helps agents in the process of attending to customers.
Advanced Configuration: Assign values to various advanced configuration parameters for the campaign.
Tabs: Add one or more additional tabs to the tickets that are within the campaign. These tabs can contain useful information for attention or can be viewed for integration with other software or platforms.
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Access the Channels section and assign one or more channels (previously configured in Sagicc), incoming or outgoing, to the campaign so that the interactions and tickets created from these channels are grouped in the same campaign. Click on Assign Channel “Assign Channel” and you will see the list of available channels to assign. Select the required channels to add them to the list, or use the Remove button to remove a specific channel from the list.
Verify the selected information and click on Save “Save” to modify the campaign configuration.
Agents
Access the Agents “Agents” section and assign users with the agent role who will be able to manage and attend to each of the channels from the campaign. In the section, click on the Assign Agent “Assign Agent” button to select the agents who will be associated with the campaign. Then, in the table, check and/or uncheck the enabled channels for each of the agents. Verify the selected information and click Save on “Save” to modify the campaign's configuration.
Supervisors
Access the Supervisors “Supervisors” section and assign one or more users with supervisor role to the campaign, who will be responsible for the supervision tasks of the campaign (monitoring agents' status, generating reports for the campaign, etc.). Click on Assign Supervisor “Assign Supervisor” and you will see the list of available supervisors to assign. Select the required users to add them to the list, or use the Remove “Remove” button to remove a specific user from the list.
Verify the selected information and click on Save “Save” to modify the campaign configuration.
Accounts
Access the "Accounts" section to perform the bulk upload import of accounts and customers or accounts that will be contacted and/or managed from the campaign. This functionality is particularly especially useful for campaigns that involve outgoing/requiring outbound management. To upload import the accounts, it is necessary you need to organize them in an Excel file and verify ensure that all the information required information for the import is included present in the file.
Click on the "Download Template" button if you wish to upload the accounts using a Sagicc template. Your browser will automatically download a copy of the template in Excel format, which you can fill in with the information for your accounts or clients.
To upload an accounts file, select the "Import Accounts" option by clicking on the corresponding button. Subsequently, a dialog box will open, allowing you to choose the desired Excel file and thus load the account information.
In this section, you will also be able to view the list of accounts that have been previously imported and associated with the campaign. The list will include basic information about the account, the customer to whom it belongs, the creation date on the platform, and options available to Disable or Delete one or more specific accounts.
Click on the "Download Template" button if you wish to import the accounts using a Sagicc template. Your browser will automatically download a copy of the template in Excel format, which you can fill in with the information for your accounts or clients.
To import an account file, select the "Import Accounts" option by clicking the corresponding button. A dialog box will then open, allowing you to choose the desired Excel file and import the account information.
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How to import accounts correctly?
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Create Tickets: Select this option if you want Sagicc to generate a ticket for each of the records in the account file. This functionality is useful for outbound campaigns.
Ticket Priority: Select the priority of the tickets to create. By default, tickets created from the file will have Low priority, but you can modify this priority at the time of the load. High priority tickets will be the first ones that agents will see in the Pending Tickets list.
Close Open Tickets: Select this option if you want Sagicc to close the current tickets of the campaign to only work on the tickets being created from the file.
Save Assigned User: Select this option if you are entering information in the "Assigned User" column of the account file and want to save the assigned user for each customer/account in the file. This way, the tickets created in the account load will be assigned to the specified users, and also, Sagicc will use this account assignment for future tickets of the customer.
Overwrite Data: When uploading importing an account template, Sagicc will detect duplicate records, i.e., meaning records that already exist in Sagicc at the time of the upload. Select this option if you want Sagicc to replace the information of duplicate records with the information from the file. If this option is not activated, duplicate records will not be modified
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replace the information of the duplicate records with the information from the file. If you do not activate this option, the duplicate records will not be modified.
Delete Other Customer Accounts: Select this option if you need Sagicc to delete all other accounts that the customer has and keep only the accounts being imported from the file. This option allows you to maintain the integrity and cleanliness of your customer database by removing accounts that no longer exist or are invalid, and keeping only the accounts from the file being uploaded.
Click on Import “Import” to finish the process. Once finished, the dialog box will close, you will see the imported accounts in the list, and the tickets will have been created in the campaign.
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Verify the selected information and click on Redistribute“Redistribute”.
Synchronize Fields
Finally, the Sync Fields “Sync Fields” option will allow you to take all the additional fields or information from the accounts loaded in the campaign and synchronize them with the platform so that these fields are available in the Segmentation or Mass Messaging processes of Sagicc. This way, you can use additional fields to apply filters on the campaign accounts and perform specific actions on a segment or subset of customers/accounts.
Script
Access the Script “Script” section to configure the script that campaign agents must follow to manage tickets and that will help them in the customer service process. To write the script, use the editor that will allow you to give styles to the text for better reading and understanding. In addition, you can add variables to the script so that Sagicc automatically adds information related to the ticket, the customer, the agent or the account.
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Verify the entered information and click on Save “Save” to modify the campaign settings.
Configuration
Access the Configuration “Configuration” section to assign values to the following advanced configuration parameters for the campaign:
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Verify the selected information and click Save on “Save” to modify the campaign settings.
Custom Tabs
Access the Tabs “Tabs” section to add one or more additional tabs to the view of the campaign tickets. Click Add on “Add” and enter the following information for the new tab:
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Verify the selected information and click Save on “Save” to modify the campaign settings. The new tab will be visible in all campaign tickets, displaying the content of the specified URL.
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