Projects are fundamental to LeadDesk. They are a way of gathering settings and options together to define a group of activities. Projects have previously been referred to as "campaigns", particularly for outbound projects.
For example a project can define:
- A group of agents who call a list of contacts to sell a range of products.
- A list of customers who can call or message your customer service team.
Common settings
When creating 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.
- Outcomes for agents to record.
- Rules for callbacks.
- Options for valid calling methods.
Other settings also exist, some depend on whether you are creating an outbound or omni project.
Agents
All agent activity within LeadDesk is associated with a project. Agents can be associated with several different projects at a time.
- Agents working outbound must actively switch from working on one project 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 itself.
Further Reading
Admins wanting to know more about creating and managing projects can find more information here.