Campaigns

Configure one or more Zoom Contact Center Web Campaigns to manage the appearance and functionality of chat/video buttons on your website. Web Campaigns enable you to specify button placement, customize button design, and control visitor experiences when buttons are clicked. Additionally, these campaigns provide branding options to ensure invitation buttons and Zoom CX web chat engagement window elements align seamlessly with your business's visual identity.

Campaigns can be configured through the Zoom admin web portal. Click Contact Center Management, Campaign Management, Web and In-App.

Since this article focuses on website implementation, let's examine the Zoom CX Campaign concepts in greater detail.

Invitation

Each campaign contains one Invitation that allows you to control the branding and visual appearance of the button on your website. When visitors browse your website, they can initiate an engagement with your Contact Center by clicking this invitation.

There are two types of Invitations:

• Sticky Invitation: No web development needed; This invitation enables you to design the appearance of the invitation directly within the Zoom Contact Center admin portal, requiring no website development expertise. The Zoom CX Web SDK automatically adds the invitation button into your website.

• Embedded Invitation: This invitation allows your website developers to integrate a button or HTML anchor link into your website, which visitors can use to initiate a Zoom Contact Center engagement. This option grants your web design/development team complete control over the button aesthetics and placement. Furthermore, they can utilize various HTML elements such as standard links or menu items instead of buttons.

By offering both Sticky and Embedded invitation options, you can seamlessly integrate Zoom CX into your website according to your specific web presence requirements.

Campaign Location

The Campaign Location feature allows you to specify when campaigns should be active based on URL structures, creating tailored experiences for different website sections.

This functionality leverages the Zoom CX Web SDK, which analyzes the browser's URL and query string, then compares them with the Campaign Location configuration to determine whether campaigns should be visible on the web page. Consequently, you can implement a single Zoom Contact Center deployment across multiple websites or various sections within one website, offering different options to website visitors.

For example, if your website contains separate sales and support sections, you can leverage the Campaign Location feature to deliver distinct web chat/video experiences depending on where visitors are browsing on your website. This can be accomplished by configuring the campaigns as illustrated in the table below.

Example Table: Campaigns for Different Sections

By creating separate campaigns for Sales and Support, you can utilize the Campaign Location feature to display the Sales campaign exclusively within the /sales section of your website, while the Support campaign will appear only within the /support section.

Engagement Window for Web Chat

Customize the engagement window’s appearance post chat initiation, including optional Welcome Screens for visitor information collection.

When website visitors click on your chat invitation, they enter the web chat interface where you can control various visual elements. The window size and color schemes can be adjusted, and an optional Welcome Screen can be implemented to collect visitor information such as name, email, and phone number. The Welcome Screen fields are configurable, and any information provided by website visitors is automatically stored in standard Zoom CX Global Variables.

Below is an example of the Engagement Window configuration screen for a fictitious company, Omzo Grocery.

Proactive Messaging

Enable engaging pop-up messages that encourage visitor interactions, either through standard messages or Call-to-Action buttons.

Below is an example of the Proactive Messaging feature configuration.

Targeting

Manage campaign activation based on user device type, displaying tailored experiences to desktop and smartphone users. You can also use this feature to target website visitors based on the HTML language.

Multiple Language Support

Automatically detect visitors’ language preferences and tailor interactions.

Zoom CX Web Campaigns, which supports more than 20 languages, determines the appropriate language for each website visitor through either the HTML Lang attribute or the browser's language settings.

Be sure to configure the Asset Library for seamless multi-language support and ensure engagement routing to agents proficient in the corresponding languages. Additionally, leverage the real-time language translation feature to enhance your agent's ability to manage these engagements effectively.

See the following Zoom Support articles for more information:

• Managing Zoom Contact Center campaigns

• Setting up multi-language campaign for Zoom Contact Center