Changing Zoom Contact Center campaign settings

Campaigns to make it easy for Zoom Contact Center admins to customize entry points for flows that allow consumers to start an engagement from your website. You can customize the design of the invitation button and the default engagement window displayed. For example, you can change the color of the invitation button to match your organization's branding then display a welcome screen for chat engagement that display your logo.

After creating a campaign, you can change its settings.

This article covers:

• How to change campaign settings
• Campaign settings
  • Settings section
  • Invitation section
  • Campaign Location section
  • Engagement Window for Web Chat section
  • Targeting section
  • Voice Calls section
  • SMS Messages section

Prerequisites for changing campaign settings

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license
• Campaign created

How to change campaign settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. Click the display name of the campaign you want to edit.
4. If the campaign isn't in a Draft status, click Save as Draft at the bottom of the page.
5. Click Save New Draft to confirm.
6. Change campaign settings.
7. (Optional) Preview the campaign.
8. 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 saved the draft.

Settings section

• Publish: Click the toggle to set the campaign as published or unpublished. Published means that the campaign settings are in effect. This setting doesn't affect whether the entry point is active or not.
• Name: Enter an internal display name for the campaign.
• Channels: Displays the channels associated with the campaign. Click the field then select or unselect channels to change which channels are associated.
• Language: Set one or more default languages for the campaign. The default language will be used if Zoom Contact Center isn’t able to detect the consumer’s language based on their browser.
  • Single language: Set one default language for the campaign, which determines the engagement language variable.
  • Multiple languages: Set multiple languages for the campaign. Consumers will be prompted to select their language when you start the engagement. You can also automatically set the language by detecting the web browser local of the consumer’s computer.
• Tags: Click the drop-down menu to select internal tags to assign to the campaign. You can also click Edit Tags to add new tags or edit existing tags.
• Web Chat Flow (only available if Web Chat is one of the channels): Select a web chat flow to associate with the campaign. You can only select a flow that contains an entry point.
• Video Flow (only available if Video is one of the channels): Select a video flow to associate with the campaign. You can only select a flow that contains an entry point.
• Entry Point: Select the associated entry point for the campaign. Campaign settings will be applied to this entry point.
• Description (Optional): Enter an internal description for the campaign.
• Start Date: Specify the start date for the campaign. This is used for reporting only and doesn't affect the publish state.
• End Date (Optional): Specify the end date for the campaign. This is used for reporting only and doesn't affect the publish state.
• Time Zone: Specify the time zone for the start and end dates.
• Offsite URL: Generate an offsite URL that allows consumers to easily access a chat or video campaign from an a URL embedded in an email, social media post, or other digital medium.

Invitation section

Customize the design of the engagement invitation.

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, 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.

Voice Calls section

• Click Assign Number or Edit to assign or edit the phone number assigned to the campaign. Enter a phone number that's set up as an entry point to a voice flow.
• Show the phone number in the invitation: Display the phone number as one of the options consumers see when they click the invitation button. Consumers will see Call followed by the phone number.
• Specify the devices to show the voice option to consumers in the invitations.
  • Desktop computers: Only displays the voice option to consumers accessing the invitation from a desktop computer.
  • Mobile: Only displays the voice option to consumers accessing the invitation from a mobile device.

SMS Messages section

• Click Assign Number or Edit to assign or edit the phone number assigned to the campaign. Enter a phone number that's set up as an entry point to a SMS flow.
• Show the phone number in the invitation: Display the phone number as one of the options consumers see when hey click the invitation button. Consumers will see SMS followed by the phone number.
• Specify the devices to show the SMS option to consumers in the invitations.
  • Desktop computers: Only displays the SMS option to consumers accessing the invitation from a desktop computer.
  • Mobile: Only displays the SMS option to consumers accessing the invitation from a mobile device.