Managing Zoom Contact Center campaigns

Campaigns 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.

You can also customize a Zoom Room kiosk as a way for consumers to reach a video flow.

Requirements for managing campaigns

• Pro, Business, or Education account
• Account owner or admin privileges; or relevant role/privilege
• Zoom Contact Center license
• Video, voice, SMS or web chat flow created
  Note: You must have a web chat or video flow created to set as the primary channel for a campaign. You can't create a campaign with only a voice or SMS flow.

How to add a campaign

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. Under Web and In-App, click Add Campaign.
4. Under Primary Channel(s), select one or more primary channels. You can click a current selection to deselect it.
5. (Optional) Under More Channel(s), select one or more secondary channels. You can click a current selection to deselect it.
6. Click Add.
7. Change campaign settings.

How to view, edit, or delete campaigns

1. Sign in to the Zoom web portal as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. Use the following options to filter data:
   
   • Enter keywords in the search field to search through closed engagements.
   • Click the drop-down menus next to the search field to filter by the flow, channel/source, publish status, and tags.
4. Follow one of these options:
   • To edit a campaign, click the display name of the campaign, then you can change campaign settings.
   • To delete a campaign, click the ellipses icon 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 as an admin or another role with the privilege to edit account settings.
2. In the navigation menu, click Contact Center Management then Campaign Management.
3. Click the display name of the campaign you want to preview.
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. In the top-right corner, click Preview.
7. Select the URL from your list of verified Zoom Contact Center domains, then click Preview.
   Zoom Contact Center will open a preview of the campaign on the selected domain.