Manage campaigns

Available in Classic and VPC

Selecting the outbound service type during domain creation enables the Campaign menu. The campaign is an event structure where customers are contacted by phone for guidance. When creating a campaign, you must specify the call agents to be included in the campaign and the campaign targets. Based on this information, you can automatically call campaign target customers during the campaign operating hours. Even when the customer cannot be reached by phone, you can run various campaigns, such as setting the number of retries.

Manage and register campaign targets

You can either manually register the campaign target information or upload it using a template.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign Target Management menu in the campaign area on the left side of the interface.
4. To register the phone number of the customer for whom you will run the campaign, click [Register Campaign Target].
5. Enter the campaign target registration information, and click [Save].
   • Campaign Target Information
     • Campaign Target Name: Enter a name that identifies the campaign target to be registered.
     • Campaign Target Description: Enter an additional description of the campaign target to be registered.
   • Campaign Target
     • Recipient Number: Enter the customer phone number of the outbound service’s target campaign. It must begin with 0 or 1 and consist of only numbers, with a minimum of 4 digits and a maximum of 20 digits.
     • Key 1: Enter the user key. Maximum 10 characters, and only letters and numbers are allowed.
     • Key 2: Enter the user key. Maximum 2 characters, and only letters and numbers are allowed.

Bulk registration of campaign target information

For Campaign target information, you can register large quantities of phone numbers in bulk using an Excel file. Incorrect phone numbers (starting with 0 or 1, containing 4 or more digits, and up to 20 digits) or phone numbers with duplicate IDs cannot be uploaded. Double-check before uploading.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign Target Management menu in the campaign area on the left side of the interface.
4. To register the phone number of the customer for whom you will run the campaign in bulk, click [Register Campaign Target].
5. Enter campaign target information, and click [Upload] in the Campaign Target section.
6. In the campaign target upload window, click [Download Campaign Target Template].
   • A template file for uploading campaign target information in bulk is downloaded.
7. Enter the campaign target information into the downloaded template file and save it.
8. From the campaign target upload window, load the Excel file containing the campaign target information, and click [OK].
   • The campaign target information you entered in the uploaded file is displayed in the campaign target list.

Delete campaign target

If you no longer want to conduct customer service campaigns for customers registered as campaign targets, you can remove their information from the campaign target list. However, deleted campaigns cannot be recovered. carefully consider whether deletion is necessary before proceeding.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign Target Management menu in the campaign area on the left side of the interface.
4. Select the target to be removed from the campaign target list, and click [Remove Campaign Target].
5. When the deletion confirmation window appears, click [OK].

Create campaigns

You can create campaigns for call operations by matching target information to the customer response quickstart configured when creating agents.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign List menu in the campaign area on the left side of the interface.
4. To register a campaign for call center operations, click [Create Campaign].
5. Enter the campaign creation information, and click [Save].

• Campaign Information
  • Campaign Name: Register an identifiable campaign name. You can enter only Korean, English, numbers, and hyphens (-).
  • Number of Retries for Absence: Specify the number of times to retry if the customer does not respond to the call. The default value is 0.
  • Campaign Operation Period: Set the period to operate the campaign.
• Agent Information
  • Select Agent: Select an agent where a chatbot domain is mapped. However, you can select an agent only when the chatbot domain and phone number are linked. You can select only one agent. Once your selection is complete, you can verify the number of channels mapped to the sender number.
• Select Sender Number
  • Select Sender Number: Specify the sender number that will be displayed to customers during the campaign. If no separate sender number is specified, the phone number mapped to the agent will be displayed.
• Select Campaign Target
  • Select Campaign Target: Select information of the campaign target.

View campaign lists

You can view campaign information set for a specific campaign or view campaign progress results in the campaign list.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign List menu in the campaign area on the left side of the interface.
4. Click [Details] for the campaign item you want to view in the campaign list.
   • The details of the selected campaign are displayed.
5. Check the progress of the campaign in View Campaign Results.

Call Results

• Number of Calls Made: Displays the number of calls made from the registered number in the system.
• Start Time of Sending: Displays the time when the call was sent from the registered phone number.

Run campaigns

You can check the status of registered campaigns in the campaign list, and set whether to run them based on their status.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. Click Campaign List menu in the campaign area on the left side of the interface.
4. Click the button for the running status of the campaign you want to run, to set it as Started/Paused/Ended.
   • [▶]: The campaign has started and an outbound call is in progress.
   • [∥]: The campaign currently in progress is paused. Campaign settings (number of retries for unresponed calls, operating period, sender number) can be changed while paused.
   • [■]: Set as Ended when changing the campaign target or when no longer proceeding with the campaign while it is paused. Campaign data registered in the outbound system is deleted.
5. You can check the status of registered campaigns based on whether they are running.
   • Before Started : The campaign was created but not yet started.
   • In Progress : The campaign in progress. You cannot edit or delete campaigns in progress.
   • Paused : The campaign is paused.
   • Completed : All numbers registered for the campaign have been called, and the results of those calls have been received. Campaign target lists are deleted automatically in the outbound system.
   • Ended : The campaign has been paused and is now ended. Campaign target lists are deleted automatically in the outbound system.