Managing campaigns for Zoom Virtual Agent

Campaigns are what you use to manage access to your chatbot on your website. For example, you can specify when and on which URLs the chatbot will be available. Campaigns also let you customize the design of the invitation button and the engagement window. You can change the color of the invitation button to match your organization's branding and display a welcome screen for chat engagement with your logo.

Campaigns allow you to control which pages your chatbot is displayed on or hidden from. You can create multiple campaigns so you can use different chatbots depending on which page the user is on. This is a powerful way to deliver a customized customer experience by building a chatbot that’s designed for their personal types.

Note: If your Zoom virtual agent directs consumers to Zoom contact center agents for live support, start the engagement using the Zoom Contact Center campaign.

This article covers:

• How to add a campaign
• How to view, edit, or delete campaigns
• How to preview a campaign
• How to change campaign settings
• Campaign settings
  • Settings section
  • Invitation section
  • Campaign Location section
  • Engagement Window for Web Chat section
  • Targeting section

Prerequisites for managing campaigns for Zoom Virtual Agent

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Bot Flow created

How to add a campaign

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Under the Chatbots tab, click Campaigns.
4. Click Add Campaign.
5. Under Primary Channel(s), select one or more primary channels. You can click a current selection to deselect it.
6. (Optional) Under More Channel(s), select one or more secondary channels. You can click a current selection to deselect it.
7. Click Add.
8. Change campaign settings.

How to view, edit, or delete campaigns

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Under the Chatbots tab, click Campaigns.
4. Use the following options to filter data:
   • Enter keywords in the search field to search through closed engagements.
   • Click the drop-down menu next to the search field to filter by the publish status.
5. Follow one of these options:
   • To edit a campaign, click the display name of the campaign, then you can change the campaign settings.
   • To delete a campaign, click the ellipses icon and then click Delete.
     Note: To delete several campaigns at once, select the check boxes beside the Name column, then click Deleted Selected at the top of the table.

How to preview a campaign

You can preview campaigns on your website before implementing it. This allows you to test the invitation button, engagement window, and welcome screen. Previewing a campaign does not make changes to your website.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Under the Chatbots tab, click Campaigns.
4. Click the display name of the campaign you want to preview.
5. If the campaign isn't in a Draft status, click Save as Draft at the bottom of the page.
6. Click Save New Draft to confirm.
7. In the top-right corner, click Preview.
8. Select the URL from your list of verified Zoom Virtual Agent domains, then click Preview.
   Zoom Virtual Agent will open a preview of the campaign on the selected domain.

How to change campaign settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Under the Chatbots tab, click Campaigns.
4. Click the display name of the campaign you want to edit
5. If the campaign isn't in a Draft status, click Save as Draft at the bottom of the page.
6. Click Save New Draft to confirm.
7. Change campaign settings.
8. (Optional) Preview the campaign.
9. In the bottom-right corner, click one of these options:
   Note: You may not see all options depending on the status of the campaign.
   • Save: Save the draft campaign.
   • Publish: Publish/run the campaign and make it visible to consumers on your website.
   • Run: Publish the campaign and make it visible to consumers on your website.
   • Pause: Unpublish the campaign and hide it on your website.

Campaign settings

• Display name: The internal display name of the campaign.
• Draft / Running / Not Running drop-down menu: Change the campaign version that you're currently viewing.
  • Draft: View the draft version (if you have saved a draft of the campaign).
  • Running: View the last published version of the campaign (if the campaign is published).
  • Not Running: View the last version of the campaign before you save the draft.

Settings section

• Channels: Displays the channels associated with the campaign. Click the field then select or unselect channels to change which channels are associated.
• Name: Enter an internal display name for the campaign.
• Language: Select between single or multiple languages. Choose from the drop-down if you select a single language. If you select multiple languages, click Add Language then choose all or multiple languages in the Add Language window.
• Tag: Click the drop-down menu to select internal tags to assign to the campaign.
• Web Chat Flow or Bot: Select the Virtual Agent option, then choose a main flow and a corresponding sub flow.
• Description (Optional): Enter an internal description for the campaign.
• Start Date: Specify the start date when your campaign and bot will go live.
• End Date (Optional): Specify an end date if you want to run a temporary campaign.
• Time Zone: Specify the time zone for the start and end dates.
• Publish: Click the toggle to set the campaign as published or unpublished. Published means that the campaign settings are in effect.

Invitation section

Customize the design of the engagement invitation button.

Campaign Location section

Select an engagement location to display the engagement invitation.

To add or edit an engagement location:

1. Click Create Engagement Location or locate an existing location and click Edit.
2. Change the following settings:
   • Name: Enter an internal display name for the location.
   • Description (Optional): Enter an internal description for the location.
   • Location type: Select how you want to define where the engagement can be displayed.
     • Page (URL/query string): Specify locations using a URL or query string.
     • Regular Expression: Use regular expression to determine locations.
   • Define where the engagement can be displayed.
     • If the Location type is Page (URL/query string), select an operator (Contain or Exclude) then enter the URL or query string. For example, selecting Contain and entering zoom.us means the engagement appears anywhere on the zoom.us domain.
     • If the Location type is Regular Expression, specify the regular expression to determine locations.
3. (Optional) Click Test Page, enter a URL, then click Test to test a URL against the query string or regular expression you specified.
4. Click Save.

Engagement Window for Web Chat section

Customize the design of the chat engagement window. The chat engagement window displays after consumers click the chat invitation button.

Note: This section is only available if Web Chat is one of the channels for the campaign.

Targeting section

Select the devices to display the campaign on (Desktop, Tablet, or Mobile). This feature is implemented based on the consumer's HTTP User Agent, not based on their screen size.