Change Settings in Customer Engagement
Customize your campaign settings and user roles to optimize its performance and achieve your needs.
Before you begin: You must be
set up as a user and be assigned the
Manager role.
General
- Include company name — Include your company name at the start of a campaign message. The company name can be edited in the Variables settings.
- Opt-Out Message — Enabling this feature will automatically remove a contact from the campaign if they reply with "STOP, END, CANCEL, UNSUBSCRIBE, or, QUIT".
- Opt-Out Confirmation Message — Enabling this feature will send a confirmation message to the contact when they opt-out of a campaign.
- Assignment —
- If this setting is disabled, this means your shared inbox is in Open mode. This experience will allow multiple team members to respond to a message(s) in the shared inbox without it being assigned to one individual. Agents cannot assign a message to themselves when using open mode.
- If this setting is enabled, this means your shared inbox is in Assignment mode. This experience will allow an agent to assign a message to themselves. Agents will not be able to respond to a message in the shared inbox until they have assigned the conversation to themselves.
Note: Managers also have the ability to manage their team members' conversation assignments by unassigning them, assigning them to another team member, or assigning them to themselves.
- Message Assistant — Enabling Message Assistant will allow AI to customize a message for you based on what your message is about, the tone and campaign type. By enabling Message Assistant, you understand and agree the use of this feature is subject to the GoTo AI Terms.
Variables
- Account Variables — Add your account information such as company name, address, email and phone number. Team members can use these variables in a campaign and inbox messages.
- Contact Variables — Contact variables allows you to personalize your campaign with the contact's name. If a contact does not have a value for one of the variables, you can add a default value.
Users & roles
Users are assigned a role per inbox. Select the
to edit your user's role for a specific inbox.
to edit your user's role for a specific inbox.
- Team Member — Ability to access the inbox and can respond to message responses.
- Manager — Ability to manage campaigns, templates and surveys. Manage Customer Engagement feature settings, such as shared inbox settings, campaign settings, and role assignment.
- Admin — From your admin portal, an Admin has the ability to enable Customer Engagement user licenses and assign user roles.