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Campaign replies in inbox
When a customer replies, check the resulting conversation and workspace assignment rules. Do not assume it always appears as a new, unassigned conversation: its previous state, channel and rules may affect handling.
To identify a message received as a campaign response, a message with the campaign information appears in the conversation chat:
- Channel
- Campaign name
- Date sent
- Agent who sent the campaign
In the ‘preview’ button, a preview of the campaign opens on the devices that the customer can view when they receive it. In addition, a click on the campaign name, if the agent has permission, redirects him to the view with the results and analysis of the campaign. Thus, it is quicker to have context about the campaign and its target.
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Information for support
Provide the workspace, campaign, channel, time, an affected recipient's reference and the error message. Do not attach the full customer list when one authorized example is sufficient.
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