Managing campaigns

Available in Classic and VPC

Manage campaign

If you select the Outbound service type when creating domains, the campaign menu is activated. Campaigns are a way of organizing events through which you call and guide customers. When you create campaigns, you specify the call Agent that will be included in the campaign and the campaign target. Based on this information, you can automatically call the campaign target customer during the campaign operation time. If you can't reach the customer, then you can operate various campaigns, such as setting the number of retries.

Manage and register campaign target

You can register the campaign target information directly or upload it with a template.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Manage campaign target menu in the Campaign area on the left side of the page.
4. Click the [Register campaign target] button to register the customer's phone number to proceed with the campaign.
5. Enter the campaign target registration information, and then click the [Save] button.
   • Campaign target information
     • Campaign target name: Enter a name that can identify the campaign targets to register.
     • Campaign target description: Enter additional descriptions of the campaign targets to register.
   • Campaign target
     • Called number: Enter the customer's phone number of the Outbound service target campaigns. It should start with 0 or 1, and you can only enter from 4 to 20 digits.
     • Key 1: Enter the user key. You can only enter English and numbers for a total of less than 10 characters.
     • Key 2: Enter the user key. You can only enter English and numbers for a total of less than 2 characters.

Batch-register campaign target information

For campaign target information, you can register a large number of phone numbers in an Excel file in bulk. You can't upload incorrect phone numbers (starting with 0 or 1 and from 4 to 20 digits in length) and phone numbers with duplicate IDs, so please check again before uploading.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Manage campaign target menu in the Campaign area on the left side of the page.
4. Click the [Register campaign target] button to register the customer's phone number to proceed with the campaign in bulk.
5. Enter the campaign target information, and then click the [Upload] button on the Campaign target area.
6. Click the [Download campaign target template] button in the Upload campaign target upload window.
   • A template file that can upload campaign target information in bulk will be downloaded.
7. Enter campaign target information in the downloaded template file and save it.
8. Import the Excel file where you entered the campaign target information in the Upload campaign targets window, and then click the [OK] button.
   • The file uploaded to the campaign target list shows the campaign target information created.

Delete campaign target

If you no longer provide customer service campaigns to customers registered as campaign targets, then you can delete that information from the campaign target list. However, you can't restore deleted campaigns, so make thoroughly review and make sure before deleting them.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Manage campaign target menu in the Campaign area on the left side of the page.
4. Select the target to delete from the campaign target list, and then click the [Delete campaign target] button.
5. When the Confirm deletion window appears, click the [OK] button.

Create campaign

You can create campaigns for call operation by matching the target information to be applied to the customer service scenario set when creating Agents.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Campaign list menu in the Campaign area on the left side of the page.
4. Click the [Create campaign] button to register campaigns for call operation.
5. Enter the campaign creation information, and then click the [Save] button.

• Campaign information
  • Campaign name: Register identifiable campaign names. Only Korean, English, numbers, and dash (-) are allowed.
  • Number of retries in absence: Specify the number of retries if the customer doesn't accept calls. Default is 0.
  • Campaign operation period: Set a period to operate the campaign.
• Agent information
  • Select Agent: Select Agent that has been mapped with chatbot domains. However, you can only select Agents when the chatbot domains and phone numbers are connected. You can select only one Agent. Upon selecting one, you can check the number of channels that has been mapped with the caller ID.
• Select caller ID
  • Select caller ID: Specify the caller ID that is displayed to the customer during the campaign. Display the phone number that has been mapped to the Agent unless you specify a separate caller ID.
• Select campaign target
  • Select campaign target: Select the target information to proceed with the campaign.

Check campaign list

From the campaign list, you can check the campaign information set for particular campaigns or see the results of the campaigns.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Campaign list menu in the Campaign area on the left side of the page.
4. Click the [View more] button of the campaign item to search on the campaign list.
   • Detailed information of the selected campaigns is displayed.
5. Check the results of the campaigns in the Search campaign results area.

Call result

• Number of calls sent: Show the number of calls sent to the number registered in the system
• Start time of calls sent: Show the time of calls sent to the registered phone number

Execute campaign

You can check the status of the campaign registered in the campaign list and set whether to execute it, depending on the campaign status.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Campaign list menu in the Campaign area on the left side of the page.
4. Click the button on the execution category of the campaign you want to execute to set Start/Stop/Close.
   • [▶]: The campaign started to proceed with Outbound calls .
   • [∥]: Stop the ongoing campaigns. You can change the campaign settings (Number of retries in absence, operation period, and calling ID) in the Disabled status.
   • [■]: If you change the campaign target or don't want to proceed with the campaign anymore, close it. Delete the campaign data registered in the Outbound system.
5. You can check the status of the campaign registered, depending on the campaign's execution status.
   • Before execution: The campaign is created, but is not executed yet.
   • In progress: The campaign is in progress. The ongoing campaigns can't be edited/deleted.
   • Stopped: The campaign is stopped.
   • Finished: Sent calls to all numbers registered in the campaign and got the call result. Automatically delete the campaign target list in the Outbound system .
   • Closed: The ongoing campaign is stopped and closed. Automatically delete the campaign target list in the Outbound system.