Operate business divisions under one umbrella account
The Live Assist platform is designed to reflect and support your brand goals and business structure as closely as possible. By creating individual Lines of Business (LoBs) within one single Live Assist account, each with its own campaigns and engagements, brands are better able to track campaign success and engagement impact on each area of their business.
Each Line of Business will be set up with unique and siloed campaigns and reports. Campaigns will be assigned to a particular LoB, meaning that campaign managers will have access to all campaigns, with the ability to filter campaign lists and reports by LoB.
The following global entities can be shared across the account and its LoBs:
• Users
• Skills
• Campaign libraries
• Engagement attributes
• Predefined content and automatic messages
In addition, the following dashboards and reports will now reflect LoBs:
• Engagement History
• Campaigns Dashboard
To enable Line of Business:
1. In User Management, select the Night Vision view.
2. Select Line of Business and switch the toggle to Enable. Click Save.
3. Once the page is refreshed a new tab for Line of Business will appear in the Users area.
To add a Line of Business:
1. In the Users area, on the Line of Business tab, click Add Line of Business.
2. Give the LoB a name and add a description if required.
3. Click Save.
To assign a campaign to a Line of Business:
1. In the Campaigns tab, click Add Campaign.
2. Select from the LoBs available in the drop-down menu.
Note:
• Campaigns can be assigned to one LoB only.
• Unassigned Campaigns can be assigned to an LoB.
• Once assigned to an LoB, the Campaign cannot be reassigned.
3. Click Assign.
4. Give the Campaign a name and a description if required.
5. Each Engagement created under the Campaign will also be assigned to the same LoB.
6. Click Publish.
To assign unassigned Campaigns to a LoB:
Unassigned Campaigns are those that were created before LoBs were introduced. It is possible to retrospectively assign a LoB to these Campaigns, in order to include them in reporting and analytics for specific LoBs.
1. In the Campaigns tab, click on the Campaign you wish to assign.
2. Under the option to ‘Assign to a line of business’, select a LoB from the drop-down menu.
Note:
• Campaigns can be assigned to one LoB only.
• Once assigned to a LoB, the Campaign cannot be reassigned.
3. Click Yes if you are sure you want to assign the Campaign to the selected LoB.
4. The page will automatically update to show the LoB.
To filter Campaigns by LoB:
1. In the Campaigns tab, click the filter button on the Line of Business column.
2. From the drop-down menu, select the LoB you wish to filter by.
Note:
• More than one LoB can be selected from the drop-down list. However, in order to view Campaign data in the dashboard, only one LoB can be selected.
• If no filters are added, the page will display all account-level data, including both assigned and unassigned Campaigns.
3. Click Filter.
4. The page will now display the Campaigns assigned to the LoB you selected; the dashboard will reflect the data for these Campaigns.