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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.
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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 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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