Overview

Email Campaigns are used as an administrative unit enabling you to manage inbound emails. You configure ipSCAPE to read one of your organisation’s inboxes which can then be managed as a Queue where available agents can take the emails when they have time.

To create one follow these steps: 

1. Add Group

This is a folder to add your campaigns to, for example, you could have a group for all marketing campaigns and another for inbound inquiries.

  • Go to Campaigns>Configuration

  • Press ‘Add Group’

All campaigns need a group, however, if you would like to use an existing group for a campaign you can skip this step

2. Add Campaign

Create your campaign:

  • Go to Campaigns>Configuration

  • Press ‘Add Campaign’

  • Select Email Campaign

  • Give it a name, and select an email channel for example 'Product Queries' and choose a Campaign group to add it to. For more details about each configuration press here.

  • Go to the 'Assigned Teams' tab add the teams that will be working on the campaign. Click here for more information

  • Press save

If there are no options in the Email Channel you will need to create in the Channels>Email module

3. Add Agents

Assign Agents to your campaign:

  • Go to Campaigns>Queues

  • Select your campaign from the Queue List on the right of the page and press Edit

  • Move the assigned agents from the Agent pool on the left to the relevant box on the right

For more details on each of the configurations press here or watch a video here

5. Create email templates

Go to Resources>Email Templates

6. Associate the email templates with the Campaign

Go to Campaigns>Configuration

7. Add Wrap Codes

Add codes that the agents will use to close calls, for example: ‘Sale’, ‘NoSale’. These can then be used in reports.

  • Go to Campaigns>Wrap Codes

  • Select your Campaign in the top left corner

  • Use the ‘Assign Wrap Codes’ button to add the relevant wrap code from the available list

If you do not see the code you need you will need to create it. Click here for more information or watch a video

8. Add Agents

Assign Agents to your campaign:

  • Go to Campaigns>Queues

  • Select your campaign from the Queue List on the right of the page and press Edit

  • Move the assigned agents from the Agent pool on the left to the relevant box on the right

For more details on each of the configurations press here or watch a video here