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Campaign Management

Campaign Management in Zoom Contact Center enables admins to customize entry points and the appearance of engagement invitations, allowing consumers to connect with your contact center through web or in-app contact points, or via outbound outreach.

Web and In-App Campaigns

Web and in-app Campaigns allow account admins to create, design, and manage the way consumers reach your contact center through your website or app. During the creation of a Campaign, the following settings are configurable.

Settings

  • Channels/Sources

    • Chat (Web)

    • Video

    • Voice

    • SMS

    • Callback

  • Name

  • Tags

  • Time Zone

  • Flow

  • Description (Optional)

  • Start Date

  • End Date (Optional)

  • Language

Invitation

  • Default Invitation

  • Custom Invitation

    • Name

    • Button Size (pixels)

    • Icon Shape (Custom Supported)

    • Corner Radius

    • Font

    • Text

    • Location

Campaign Location

  • All Engagement Locations

  • Custom Locations

    • Define via page URL/query string

    • Define via Regular Expression

Engagement Window for Web Chat

  • Default Theme

  • Custom Engagement Window

    • Name

    • Description (Optional)

    • Window Height

    • Enable “Download Transcript”

    • Enable “Email Transcript”

    • Header Bar Icon

    • Icon Size

    • Background and Icon Colors

    • Messaging Font

    • Adjustable Colors For:

      • Consumer Messages

      • Brand Messages

      • Quick Reply Buttons

      • Call to Action Buttons

      • Knowledge Base Cards

    • Quick Reply Button Alignment

      • Stacked

      • Inline

      • Full Width

Targeting

  • Select the Devices the Campaign Will Display On

    • Desktop

    • Tablet

    • Mobile

  • HTML Language Attribute Targeting

Voice Calls

  • Assign a Phone Number for Consumers to Call

    • Show the Phone Number in the Invitation

  • Specify Devices to Show Voice Option to Consumers

    • Desktop

    • Mobile

SMS Messages

  • Assign a Phone Number for Consumers to Send an SMS Message

    • Show the Phone Number in the Invitation

  • Specify Devices to Show Voice Option to Consumers

    • Desktop

    • Mobile

Outbound Campaigns

Outbound Campaigns allow account admins to create and manage the way companies perform outbound dialing to a list of contacts. During the creation of a Campaign, the following settings are configurable.

General Settings

  • Name

  • Description (Optional)

  • Dialer Method

    • Progressive

    • Preview

  • Queue

  • Outbound Caller ID Number

  • Campaign Priority

Contacts

  • Contact List

    • Select Contacts to Use In Campaign

      • Select from Address Book

      • Import from CSV

  • Do not Contact List

    • Select Phone Number Records to Exclude from Campaign

      • Select from Address Book

      • Import from CSV

  • Max Attempts Per Contact

    • Range: 1-10

  • Contact Number Dial Order (Configurable)

    • Main

    • Work

    • Home

    • Mobile

    • Other

  • Set Campaign to Always Running

Preview (Requires Preview Dialer Method)

  • Dialing Strategy

    • Automatic

    • Manual

  • Preview Timer

    • Range: 5-60 Seconds

  • Max Skips Allowed

    • Range: 1-5

  • Allow Agent to Ignore Preview Notification

Connection Settings

  • Max Ring Time

Hours

  • Contactable Hours

    • Use Queue Operating Hours

    • Custom Hours

Contacts

The Contacts tab allows account admins to manage lists of contacts to include or exclude for outbound Campaigns. These lists are resourced from the Address Books, but can be sorted into either group (i.e., Contact Lists and Do Not Contact Lists).

Refer to Zoom’s support center for more information on managing Zoom Contact Center Campaigns.

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