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Please note that, by default, only users with “administrator” “Administrator” role can access the Campaign Configuration. |
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To access the configuration of an existing campaign, select the campaign in the Campaigns module and click on the “Edit” button. 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:
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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 the “Assign Channel” button 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 “Remove“ button to remove a specific channel from the list.
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Verify the selected information and click on the “Save” button to modify the campaign configuration.
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Access the “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” 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 on the “Save” button to modify the campaign's configuration.
Supervisors
Access the “Supervisors” section and assign one or more users with supervisor role to the campaign, who will be responsible for the supervision
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Remember that users with the "Agent" role have limited access to tickets, determined by the settings established for the campaign. They will only be able to view, access, and receive assignments for tickets generated exclusively through the incoming channels defined in this section. Similarly, their communication with customers will be limited to the outgoing channels preconfigured for the campaign. |
Supervisors
Access the “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 the “Assign Supervisor” button 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” button to remove a specific user from the list.
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Verify the selected information and click on the “Save” button to modify the campaign configuration.
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To import an account file into the campaign, select the "Import Accounts" option by clicking the button located at the top of the "Accounts" section. A dialog box will then open, allowing you to select and upload the Excel file containing the account information to be imported. Be sure to follow the recommendations provided by Sagicc to import the accounts correctly.
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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.
Custom Ticket Description: Specify a custom description for the tickets to be created. By default, all tickets will have the description "MASS CAMPAIGN," but you can customize it according to the needs of your campaign.
Tickets 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 Critical priority tickets will be the first ones that agents will see in the Pending Tickets list.
Customer Labels: Select "Replace all existing customer labels" if you want to remove all current labels and replace them with the ones specified in the file. If you prefer to keep the existing labels and add the ones specified in the file, select "Add to existing customer labels".
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 importing an account template, Sagicc will detect duplicate records, 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 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 the “Import” button 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 on the “Redistribute” button.
Synchronize Fields
Finally, the “Sync Fields” "Synchronize Fields" option will allow you to take all the additional fields or information additional data from the accounts loaded in the campaign and synchronize them with the platform so that , making these fields are available in the Segmentation or Mass Messaging processes of Sagiccother Sagicc modules (Segmentation, Bulk Messaging, Business Rules, among others). This way, you can use the additional fields to apply filters on to the campaign accounts and perform specific actions on a segment or subset of customers/accounts.
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Verify the entered information and click on on the “Save” button to modify the campaign settings.
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Access the “Configuration” section to assign values to the following advanced configuration parameters for the campaign:
Ticket Assignment Options
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Main Task Field: This is the field in the campaign's task form that defines the final outcome of the interaction or task. It is used in the platform's dashboards and reports.
Ticket Combinations: Enables or disables the option of ticket combination in the campaign.
Transcript Sending: Enables or disables the option of sending the transcript of the conversation of the tickets within the campaign.
Transfers between Users: Enables or disables the option of transferring tickets between users of the campaign.
Transfers between Campaigns: Enables or disables the option of transferring the campaign tickets to other campaigns.
Auto-complete Tasks: Enables or disables the option of auto-completing the task form of the campaign tickets with the most recent ticket task data.View All Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the assigned user or the origin channel of the ticketstask data.
View All Tickets: Enables or disables the option that allows agents to view all tickets in the campaign, regardless of the assigned user or the origin channel of the tickets.
Bulk Ticket Closure by Agents: Enable or disable this option to allow or block agents from performing bulk ticket closures from the ticket list by selecting multiple tickets at once. If the option is disabled, users will have to enter each ticket individually to close it.
Disable Read-Only View for Closed Tickets: Enable or disable this option to turn the read-only view for closed tickets on or off. In this view, some actions and functionalities will be restricted, allowing only information consultation. By default, the read-only view will be disabled, but you can enable it based on your operational needs.
Interact with other contact tickets: Enables or disables the option that allows sending interactions to contact data of other customers in the campaign tickets.
Interactions only from assigned channels: Enable or disable the option that allows agents to only send interactions from the channels they have assigned within the campaign configuration.
Close tickets without management: Enables or disables the option to allow closing platform tickets if they do not have at least one management.
Close tickets without customer information: Enables or disables the option to allow closing tickets on the platform if they have incomplete customer information.
Transfer Notification Email: Enable or disable this option if you wish for users to receive or not receive an email notification when a ticket is transferred to them.
Allow information about other campaigns: Enable or disable this option to allow agents to view or not view information about tickets and interactions of a customers that are in other campaigns.
Bulk tickets closure by agents: Enable or disable this option if you want users with the agent role to be able to close their tickets in bulk from the ticket list.
Hide Tickets from Agents in Other Campaigns: Enable or disable the option to hide tickets from agents not assigned to the campaign. When enabled, it restricts access, preventing agents from other campaigns from viewing or interacting with these tickets. This ensures data confidentiality and protects your customers' information.
Agents Performance
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Verify the selected information and clickon the “Save” button to modify the campaign settings.
Custom Tabs
Access the “Tabs” section to add one or more additional tabs to the view of the campaign tickets. Click on the “Add” button and enter the following information for the new tab:
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Name: This is the title of the tab within the ticket view.
URL: This is the web address or URL that contains the content to be displayed on the tab. This URL must have HTTPS protocol enabled to display its content within Sagicc.
Icon: This is the icon that will be displayed next to the tab title within the ticket view. You can select any of the icons from the following library: https://mui.com/material-ui/material-icons/
Height (pixels): This is the height or size in pixels that the tab will have within the ticket view.
Enabled: Shows/hides the tab within the ticket view.
Verify the selected information and click on the “Save” button 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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