Explore the multitude of campaign options available to establish more personalized and effective connections with your customers. In this article, we'll delve into the creation of chat-based campaigns to enhance your customer engagement strategies.

Creating Chat-Based Campaigns

Chat-based campaigns are created so that customers can interact with CloudAgents via web-based chat. This option is enabled only on demand and is an additional option provided by Ozonetel on request.

On the campaign page, select the Inbound Campaign option and click Continue to create a chat-based campaign.

Fill in all the required fields for the campaign. The below table explains all the fields to enter.

Chat-based Campaign General Fields

Field	Description
Campaign Name (required)	The name of the Chat Campaign.
Campaign Type	Chat
Sub Admin Assigned	List of the sub-admins who can access this campaign.
Campaign Identifier	Telephony number mapped to the campaign. This is the number that the customers dial for this Campaign.
Integrate	Select the integration options Facebook or Twitter, WhatsAPP as required.
Number of concurrent chats (required)	Specify the number of concurrent chats an agent can manage. The maximum permissible limit for simultaneous chats is 20.
URL to Push	This URL is to send callback details.
Hit ScreenPop URL at	1. Client-side: If this is configured, the CallerNumber/CampaignName/SkillName is passed to the Agent browser side, so that the data appears as an IFrame. 2. Plugin: This is used for the integration of ZOHO CRM. At this point, we use the ScreenPop URL field = ZOHO.
ScreenPopURL	This is the URL provided by the CRM vendor to fetch the data from the CRM system and show it as an IFrame on the agent screen. For detailed information on configuring the ScreenPopURL, refer to the Screen Pop Config article.
Disposition Type (required)	These options refer to different ways that a disposition, or outcome, can be assigned to a chat. 1. None: If the option is selected no disposition is tagged to the chat. 2. Toolbar: This option is widely used. If this option is selected a pop-up will be opened to fill the chat summary.
Dispositions (required)	List of disposition codes available to the agent for this campaign.
Wrapup Time (In Seconds) (required)	This is the time in seconds available to the Agent to dispose the chat. Value 0(zero) means an infinite time for the Agent.
IVR Flow (required)	Select the IVR flow needed for the campaign from the dropdown.
Skills (required)	List of skills available to the agent for this campaign.
Save/Cancel	Save: Commit to the changes. Cancel: Discard the changes.

After filling in all the campaign information, Click Save to commit the changes or Cancel to discard the changes.