Email Campaigns
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