Campaigns and projects are fundamental to LeadDesk. They are a way of gathering settings and options together to define a group of activities.
- You may have a group of agents who call a list of contacts to sell a range of products. The settings to define this activity combine to make a campaign.
- Alternatively, you may have a list of customers who can call or message your customer service team. The settings to define this activity combine to make a project.
Broadly speaking, we use the word campaign for outbound activity and the word project for inbound Omni activity.
Whether you are creating a campaign or a project, the settings may include:
- A list of contacts. You may be calling these contacts or receiving calls from them.
- A sponsor for this activity and potentially an office.
- Call ending reasons for agents to record.
- Rules for callbacks.
- Options for valid calling methods.
Other settings also exist, some depend on whether you are creating a campaign or a project.
All agent activity within LeadDesk is associated with either a campaign or a project. Agents can be associated with several different campaigns and/or projects at a time.
- Agents working outbound must actively switch from working on one campaign to another.
- Agents working inbound may switch automatically between projects with each call or message that comes in, depending on priority.
Projects vs Queues
One thing that is not part of the bundle of settings for an inbound project is its associated queues. In LeadDesk we consider these queues, or other inbound routes as ways into the activity that the project defines, rather than part of the project/campaign itself.
Admins wanting to know more about creating and managing campaigns and projects can find more information here.