Campaigns

Introduction #

Campaigns are an integral part of DialSense which help us to setup auto dials and segregate various business scenarios applicable to an automated contact centre. For example, one need to make an outbound campaign for sales and a separate inbound campaign for support.

Add new campaign #

1. Campaign Name: User provided name of the campaign.
2. Campaign Type: Type of the campaign, available options are Outbound and Inbound. Right now only outbound option is available. Inbound campaigns are under development.
3. Carrier: SIP trunk to be used by the campaign, the trunk must exist in the system before creating the campaign.
4. Call Hours: Call hour to be used by the campaign, equivalent to agent shifts. At least one call hour entry must exist in the system before creating a campaign.
5. Customer Language: Regional language of the campaign leads, given as ISO language codes. For example, if most of the leads are from Great Britain, choose en-GB. Currently only regional variants of English is supported.
6. Bot Language: Language spoken by the agent bots associated with the campaign. We support mutiple languages as per required by the customer depending on business requirements.
7. Dial Frequency: The gap between two consecutive calls for the campaign. DialSense may not strictly always follow this depending on the system load.
8. Agents (Number of Agents): Number of agent bot instances (AI Agents)to run for the campaigns. Agent numbers will subject to subscription plans.
9. Custom Variables: Extra information to be used for special requirements, advanced feature.
10. Call Recording: For Enabling / Disabling call Recordings function for the particular campaign.
11. Active: For Enabling / Disabling the particular campaign.

Campaign Supervisors #

Campaign supervisors are human agents who are supposed to handle any complex business scenario that the AI Agent can not handle. One or more campaign supervisors can be added in the system. E.g. for a sales campaign, if the lead (customer) is very interested in the product and have some advanced queries then the bot transfers the call to such a supervisor’s mobile number.

Custom variables #

Custom variables are introduced in the system to help enable customers to use advanced and bleeding-edge features of DialSense. Supported custom variables are listed below -

1. leadInformationSourceURL (string: URL) #

A URL from which extra information about Leads will be fetched and displayed. This information will not be stored. Example -

{"leadInformationSourceURL": "https://api.example.com/" }

2. leadInformationSourceMethod (string: request method) #

The method to use for making a request to the leadInformationSourceURL. Available methods are “GET” and “POST”. Example -

{"leadInformationSourceMethod": "GET" }

3. leadInformationSourceHeader (multiline JSON string: request headers) #

The headers to pass for making a request to the leadInformationSourceURL. This can contain the authentication credentials if any to be passed in the header. Example -

{
  "leadInformationSourceHeader": {
    "Content-Type": "application/json",
    "Api-Key": "90yehiohlIGIUDHOGUDlgiudhkjslihdgouweiwo"
  }
}

4. leadInformationSource (multiline JSON string) #

Setting the leadInformationSource will automatically fill the above variables - leadInformationSourceURL, leadInformationSourceMethod and leadInformationSourceHeader. The individual items being set will have precedence over the automatically filled values. Example -

{
  "leadInformationSource": {
    "url": "https://api.example.com/",
    "method": "POST",
    "header": {
      "Content-Type": "application/json",
      "Api-Key": "90yehiohlIGIUDHOGUDlgiudhkjslihdgouweiwo"
    }
  }
}