Customer engagement settings
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 my company name: Include your company name at the start of a campaign message. The company name can be edited in the variables settings.
- Include an opt-out message: Enabling this feature will automatically remove a contact from the campaign if they reply with "STOP, END, CANCEL, UNSUBSCRIBE, or, QUIT".
- Send a confirmation when a contact opts out: Enabling this feature will send a confirmation message to the contact when they opt-out of a campaign.
- Assignment: (This feature may not be available with your plan)
- When disabled, your shared inbox will be in Open mode and 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.
- When enabled, your shared inbox will be in Assignment mode and 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.
- Message Assistant: Allows 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. Hover over a user and then select
to edit that user's role for specific inboxes.
to edit that user's role for specific inboxes.
- Team member: Can access the inbox and respond to messages.
- Manager: Can manage campaigns, templates, and surveys as well as feature settings, such as shared inbox settings, campaign settings, and role assignment.
- Admin: Can enable CE user licenses and manage user roles from the admin portal. This isn't a role that can be assigned from this section.