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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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