Configuring the SingleComm Messaging Client is simple. This article will outline Step 2: Creating a Campaign.

What is a Campaign?
Creating the Campaign
Assigning Agents to the Campaign
- Configuring the Number of Concurrent Sessions

1. What is a Campaign?

Campaigns hold the details for specific product or customer engagement efforts
In the same way CX Route has call campaigns- these are separate campaigns housed within Omnichannel's Campaign Creator

2. Creating the Campaign

Click Omnichannel Setup in the left-hand navigation bar
Click the Campaigns tab
Click +New Campaign
On the Create a New Omnichannel Campaign pop-up
- Campaign Name: the label for your messaging campaign
- Campaign Description: any other information you wish to include to help you identify the campaign.
  This information will appear in the Messaging Campaigns list.
- Assign to Program: click the dropdown to display a list of available programs, and click the program name you wish to assign to.
  All three above options are REQUIRED for campaign setup!
- Click Create Messaging Channel

*The most recently created campaign will appear at the top of the Campaigns list.

From the Omnichannel Campaigns page:

Suspend/Activate the Campaign
Edit Name & Description
Edit Campaign Settings: takes you to the Campaign Settings page
- Campaign info
  - Name
  - Description
  - Assign to Program
  - App Id
    - Copy to clipboard
      Cannot be modified or deleted

3. Assigning Agents to the Campaign

Once the campaign has been created, you must add agents so that they will be able to receive incoming messages once they make themselves available.

Click Agent Management in the left-hand navigation bar
Search for the agent you wish to add
Click their agent number (blue button) to view their settings
Click the Teams tab
Scroll through the available programs/campaigns and click the Enabled checkbox on the chosen campaign
Click Update to save and return to the agent settings

Configuring the number of concurrent sessions:

Supervisors can configure the number of concurrent sessions agents are able to have open at one time. To set this:

Click the Configuration tab
Set the Number of concurrent sessions per agent [defaults to 3]
Click Save Changes

Once this configuration is set, it applies to all agents across all campaigns.
There is currently no maximum limit on the number of concurrent sessions.

For more information on what the Agent can do/see, click here.

To view the next step in the process, Adding FAQs, click here.

Browser not supported