In this article, we will know how to tag your constituents effectively in the Call Center campaign and sync back relevant data to Luminate Online. Before creating a Call center campaign, please ensure that your CallHub account is connected to Blackbaud Luminate Online.
Create a Callcenter campaign from Campaigns > New Campaign > Select Call Center > Next
The "Script" section allows you to add Luminate Online events. - Optional. In this section, you will add a script for your agents to use during their calls. You can add your call flow steps that your agents have to follow over the call. You can also add text, numeric and muti-choice questions to the script. Interest selected for each answer in multi-choice question will sync back to the constituent in Luminate Online.
Under the "Integrations" section, you can choose Interests available for Agents while on call to tag contacts. Also, you can link your campaign with interaction in Luminate Online. -Optional
Note: As displayed in the above image, you can select the "RSVP'd" tag that your agent can add from the agent console while talking to constituents if they say yes for the august event.
In the case of Patch-through calling, you can choose an interest that will flow back to constituents in Luminate Online. -Optional.
Notes of the conversation will flow back to a constituent as Luminate Online Interactions based on the chosen interaction type during the campaign creation flow. During the conversation, agents/volunteers can click on a link to view the constituent profile open in Luminate Online to update constituent details.
If an agent/volunteer updates the constituent in the agent console, the data will flow back to Luminate Online and update the constituent.
Data Sync back in Luminate Online
Interest sync to constituent's record in Luminate Online.
Interactions sync to constituent's record in Luminate Online.