Set up a support line campaign

What it does

Answer support questions answers people who call or text the number attached to the campaign. The agent works from the brief and your brand profile's Frequent questions, and passes anything it cannot solve, or any request for a person, to your team as a hand-off. It never contacts anyone first and offers no discount.

A run succeeds when the agent judges the question answered, or when it hands off. Calls can last up to 20 minutes, the longest of any objective.

Calls to the number reach the agent only after Growth Dept connects the number to the voice service, and that is not done for any store yet. See inbound calls and texts.

Set it up

1. On Campaigns, press Create new, pick Answer support questions under The agent answers, and press Create. The lead source is Your phone number.
2. On the first step, which the sidebar calls Your phone number, choose a number in the Phone number card and press Attach. The list shows only numbers that answer no other campaign. If it is empty, add one under Phone numbers first.
3. On Brand, pick the brand profile and fill in its Frequent questions, one question and answer per paragraph. They are what the agent answers from.
4. On Channels, calls and texts are on and email is off. Longest call, in minutes is set to 20, the most this objective allows.
5. Under Advanced, open General settings. Keep Hand off sensitive requests to a person on, and give the address under Send hand-off emails to or connect Slack. A support campaign cannot publish without hand-offs and a way to hear about them.
6. Read the brief and guardrails on Instructions. The template tells the agent not to promise refunds, replacements, credits or delivery dates, not to read out order details it was not given, and not to sell.
7. On Review & launch, press Run a test, then Review and publish. Then go back to the first step and switch on Incoming call and Incoming text.

What the setup leaves out

Because the campaign only answers, it has no Offer, Start conditions, Schedule, Outreach sequence, Follow-ups or Campaign overrides step. Calls are answered at any hour. Text replies wait for the legal hours where the person is, so a text sent at 2 a.m. gets its answer at 8.

The template's Conversation intelligence questions record a summary, the topic (order status, returns, product question, billing, account or other), whether the agent solved it without a person, and whether the caller asked not to be contacted.

One caller can finish five conversations with the campaign in 30 days. The sixth is turned away with a message that the team already has their earlier request.