Campaigns

It represents an advanced proactive marketing and direct customer communication feature designed exclusively for paid users. This tool allows organizations to create and manage automated communication campaigns through two main channels: Live Chat and SMS, providing an integrated omnichannel marketing experience.

Availability by plan:

• Free Plan: No access - This section is completely hidden from the main menu.
• Essentials, Growth, and Enterprise Plans: Full access - All features available.

Live chat

Live Chat campaigns are designed to initiate proactive conversations with website visitors, improving conversion rates and customer experience.

Campaign configuration

1. Basic information:

• Title: Descriptive name of the campaign
• Message: Content of the proactive message (HTML supported)
• Inbox: Selection of the associated inbox

2. Sender configuration:

• Bot (LiaDesk): Automated system message
• Specific Agent: Selection of an agent from the team

3. Trigger rules:

• Trigger URL: Specific page where the campaign will be displayed
• Time on page: Seconds the visitor must remain (default: 10 seconds)

4. Advanced preferences:

• Enable campaign: Immediate activation/deactivation
• Business hours only: Restriction to business hours

End user experience

• Automatic trigger: Message appears when conditions are met
• Natural interaction: Visitor can respond and continue the conversation
• Smart escalation: Automatic transfer to human agents when necessary

Live chat campaign management

• Visual status: "Enabled" or "Disabled" indicators
• Real-time editing: Modify parameters without interrupting the campaign
• Secure deletion: Confirmation before permanently deleting

SMS

SMS campaigns allow you to send mass text messages to specific audiences, ideal for promotions, important announcements, and direct communication with customers.

Campaign setup

1. Basic information:

• Title: Descriptive campaign name
• Message: SMS content (with character counter)
• SMS inbox: Select the configured SMS inbox

2. Audience setup:

• Tag selection: Filter by specific customer tags
• Advanced segmentation: Multiple selection criteria

3. Scheduling:

• Date and time: Specific scheduling for sending
• Time validation: Preventing sending in the past

Technical features

• Character limit: Automatic message size control
• Number validation: Phone format verification
• Smart scheduling: Prevents sending at inappropriate times

SMS campaign management

• Campaign statuses:
• Scheduled: Scheduled for future sending
• Completed: Successful sending
• Tracking: Monitoring sending progress
• Reports: Delivery and response metrics

Detailed user interface

Campaign list components

CampaignCard

• Key information:

• Campaign title

• Visual Status (Enabled/Disabled for Live Chat, Scheduled/Completed for SMS)

• Summarized message with smart truncation

• Specific Details:

  • Live Chat: Sender (Bot or Agent), Associated Inbox, Trigger URL
  • SMS: Originating Inbox, Schedule Date, Selected Audience

• Available Actions:

  • Edit (Live Chat only): Parameter modification

  • Delete: Permanent deletion with confirmation

    

Empty States

• Live chat: "No live chat campaigns are available" with a feature description
• SMS: "No SMS campaigns are available" with an explanation of benefits
• Call-to-Action: Prominent "Create campaign" button

User workflow

Live Chat Campaign Creation

1. Access: Click "Create campaign" from the Live Chat page

2. Configuration: Fill out the form with real-time validation

3. Preview: Review parameters before creating

4. Activation: Immediate creation and optional activation

5. Monitoring: Track performance from the list

SMS campaign creation

1. Access: Click "Create campaign" from the SMS page

2. Configuration: Define message, audience, and schedule

3. Validation: Verify format and limits

4. Schedule: Set the send date and time

5. Track: Monitor the send status

This campaigns section represents a powerful digital marketing tool that allows organizations to maximize their ROI in customer service, providing an intuitive user experience and measurable results to improve customer satisfaction and conversion rates.