Manage Account and Campaign Groups

Overview

Account Management is the organizational backbone of the Campaigns module. It provides a centralized interface for managing the hierarchy that organizes all campaign assets — campaign groups, topics, recipient lists, templates, and campaigns themselves.

Navigate to Campaigns > Account Management in the left sidebar to access this page.

Note: Only Admins can manage users, create or disable accounts, and delete campaign groups.

Function	What It Does
Account overview	View aggregate counts of all campaign assets across your account
Campaign group management	Create, view, and organize business units or agencies
Topic management	Create subcategories within campaign groups to organize campaigns
Recipient list association	View and add recipient lists scoped to a campaign group
Campaign creation	Launch new campaigns directly from within a campaign group
Account settings	Configure account-level options

Understanding the Account Hierarchy

Campaigns uses a three-level organizational hierarchy. Every campaign asset (recipient lists, templates, campaigns) is scoped to a specific level in this tree. Understanding this structure is essential before performing any account management task.

The Three Levels

Level	Example	Contains	Purpose
Account	DEFAULT	Campaign Groups	Top-level container. Most instances have a single account. Sender identities are scoped to an account.
Campaign Group	Agency Alpha, Region West	Topics, Templates, Recipient Lists, Campaigns	Represents a business unit, agency, or department. All campaign assets are scoped here.
Topic	Onboarding, Surveys, Alerts	Campaigns, Subscribers	Subcategory within a group. Associates a default template and tracks subscriber counts.

Note: A campaign group must exist before you can create topics, upload recipient lists, create templates, or launch campaigns within it. Plan your group structure first.

How the Sidebar Tree Works

The left sidebar of the Account Management page displays your hierarchy as an expandable tree:

1. The top level shows your account name (e.g., DEFAULT).
2. Click the expand arrow next to the account to reveal all campaign groups.
3. Click the expand arrow next to a campaign group to reveal its topics.
4. Click any item in the tree to load its detail view in the main content area.

Note: The sidebar tree is your primary navigation tool on this page. Use it to jump between accounts, groups, and topics without going back to the top.

Step-by-Step Instructions

Navigate to Account Management

1. Log in to CxPortal at your organization's portal URL.
2. In the left sidebar, locate and click Campaigns to expand the module.
3. From the expanded menu, click Account Management.
4. The Account Management page loads with the sidebar hierarchy on the left and the content area on the right.
5. If you have multiple accounts, select the account you want to manage from the sidebar tree. Most environments use a single account named DEFAULT.

Note: If you do not see Account Management in the sidebar, confirm that you have admin permissions assigned to your user account. This page requires elevated privileges.

Viewing the Account Overview

The account overview gives you a high-level snapshot of everything within a specific account.

1. In the sidebar tree, click the account name.
2. The main content area displays the Account Overview with aggregate counts:

Metric	What It Shows
Campaign Groups	Total number of campaign groups in this account
Topics	Total number of topics across all campaign groups
Lists	Total number of recipient lists across all groups
Templates	Total number of email templates across all groups
Campaigns	Total number of campaigns across all groups

1. Below the overview metrics, review the Campaign Groups table. This table lists every group with the following columns:

Column	Sortable	Description
Group Name	Yes	The name of the campaign group. Click to open the group detail page.
Topics	No	Number of topics in this group
Templates	No	Number of email templates scoped to this group
Lists	No	Number of recipient lists in this group

1. Use this table to quickly identify which groups have the most assets and which may need additional setup.

Create an Account

If you have Admin permissions, you can create new accounts from the account management page.

1. Log in to CxPortal at your organization's portal URL.
2. In the left sidebar, locate and click Campaigns to expand the module.
3. From the expanded menu, click Account Management.
4. Click the + on the right side of the account in the side navigation.
5. Enter an account name and click + Create Account.

Manage Account Users

If you have more than one account, you can manage users at the account level from the account management page.

Note: Only Admins can manage users, create or disable accounts, and delete campaign groups.

1. Log in to CxPortal at your organization's portal URL.
2. In the left sidebar, locate and click Campaigns to expand the module.
3. From the expanded menu, click Account Management.
4. If you have multiple accounts, select the account you want to manage from the sidebar tree. Most environments use a single account named DEFAULT.
5. Click the 3-dot ellipses next to the account name and then click Manage Users.
6. This opens a user list where you can see user email, role, status, and access level.

Enable or Disable an Account

You can enable or disable an account from the account management page.

1. Log in to CxPortal at your organization's portal URL.
2. In the left sidebar, locate and click Campaigns to expand the module.
3. From the expanded menu, click Account Management.
4. If you have multiple accounts, select the account you want to manage from the sidebar tree. Note: You can't disable or rename the DEFAULT account, only other created accounts.
5. Click the 3-dot ellipses next to the account name and then click Enable Account or Disable Account. Note: If you disable an account, no modifications will be allowed to be made to resources in that account such as templates, contact lists, or creating campaigns. This doesn't affect any already live campaigns. To fully delete an account, contact support.

Campaign Groups

Campaign groups are the primary organizational container for all campaign assets. Create a new group when you need to onboard a new business unit, agency, or department.

Before You Begin

• You must have admin permissions.
• Decide on a naming convention. Use descriptive names that identify the business unit (e.g., "Agency Alpha", "West Region Support").
• Plan what topics, templates, and recipient lists this group will need.

Step-by-Step Instructions

1. Navigate to Campaigns > Account Management.
2. Select the account from the sidebar tree (e.g., DEFAULT).
3. In the Account Overview area, locate and click Add new campaign group.
4. Fill in the required fields for the new campaign group:
5. Group Name — A descriptive name that identifies this business unit or agency.
6. Description — Optional. A brief description of the group's purpose.
7. Submit the form.
8. The new group appears in the sidebar tree under the account and in the Campaign Groups table.

Important: You cannot create campaigns, upload recipient lists, or create templates until at least one campaign group exists. Always create your groups first.

What to Do After Creating a Group

A new campaign group starts empty. Complete the following setup steps:

1. Create topics within the group to organize your campaigns by subcategory.
2. Upload recipient lists so you have contacts to send campaigns to.
3. Create email templates scoped to this group for your campaign content.
4. Verify sender identities so the group has verified email addresses to send from.
5. Create your first campaign once all the above are in place.

Viewing Campaign Group Details

The campaign group detail page is the operational hub for a specific business unit. It shows everything associated with that group and provides quick actions to create new assets.

Step-by-Step

1. Navigate to Campaigns > Account Management.
2. In the sidebar tree, expand the account and click the campaign group name you want to view. Alternatively, click the group name in the Campaign Groups table on the account overview.
3. The breadcrumb trail at the top updates to show your position (e.g., DEFAULT > Agency Alpha).
4. Review the Overview section, which displays aggregate counts for this group:

Metric	What It Shows
Members	Number of team members with access to this group
Lists	Number of recipient lists in this group
Topics	Number of topics in this group
Templates	Number of email templates scoped to this group
Campaigns	Total number of campaigns in this group

1. Scroll down to view the three main sections of the group detail page:

Topics Section

Displays a table of all topics within this campaign group.

Column	Description
Topic Name	The name of the topic
Default Template	The template automatically selected when creating campaigns in this topic
Active Campaigns	Number of currently running campaigns in this topic
Subscribers	Number of subscribers associated with this topic

Action: Click Add new topic to create a new topic within this group.

Recipient Lists Section

Displays a table of all recipient lists associated with this campaign group.

Column	Description
List Name	The name of the recipient list
Channel	The communication channel (e.g., Email)
Recipients	Total number of contacts in the list
Topics	Number of topics the list is associated with
Status	Current status (e.g., Ready)

Action: Click Add new list to upload a new recipient list to this group.

Recent Campaigns Section

Displays a table of campaigns within this campaign group.

Column	Description
Campaign Name	The name of the campaign
Topic	The topic this campaign belongs to
Type	Campaign type (e.g., Email Notification, Voice Survey)
Recipients	Number of contacts targeted
Status	Current campaign status (e.g., Running, Failed)

Action: Click New campaign to create a campaign directly within this group.

Note: Creating a campaign from within a campaign group detail page pre-selects the group for you, saving a step in the campaign creation workflow. For more details about account management, see the sections above.

Creating a New Topic

Topics are subcategories within a campaign group. They help organize campaigns and can have a default template assigned, which reduces manual configuration when creating campaigns.

Before You Begin

• A campaign group must already exist.
• You must have admin or campaign management permissions.
• (Optional) Have an email template ready if you want to set a default template for this topic.

Steps

1. Navigate to Campaigns > Account Management.
2. In the sidebar tree, expand the account and click the campaign group where you want to add the topic.
3. Scroll to the Topics section on the group detail page.
4. Click Add new topic.
5. Fill in the required fields:
6. Topic Name — A descriptive name for this subcategory (e.g., "Onboarding Emails", "Monthly Surveys").
7. Default Template — (Optional) Select a published email template to use as the default when creating campaigns in this topic.
8. Submit the form.
9. The new topic appears in the Topics table and in the sidebar tree under its campaign group.

Note: Topics track subscriber counts. When you associate a recipient list with a topic, the subscriber count for that topic updates accordingly.

Unsubscribes

Unsubscribes are scoped to topics and not any one specific recipient list. Recipient lists won't automatically update when there's a new unsubscriber detected.

Unsubscribes are tracked in 3 ways:

1. Manually adding an unsubscriber by email
2. The email recipient clicking the unsubscribe link in the email
3. The email not being able to be delivered (this can happen when an unrecognized email address is part of a recipient list or a sender gets blocked)

Note: This method of tracking unsubscribers is not live. Every hour the system collects this data, adds unsubscribes, and tracks metrics.

You can download a CSV of unsubscribers to update and reupload a recipient list.

To View Unsubscribes

1. Log in to CxPortal at your organization's portal URL.
2. In the left sidebar, locate and click Campaigns to expand the module.
3. From the expanded menu, click Account Management.
4. Choose an account in the Account section on the page.
5. Under Topics, click the topic name.
6. On the Topic page, click Unsubscribes under Topic Details.
7. Click the Actions button to export the list of unsubscribers or add an unsubscriber to the list.

Adding a Recipient List to a Campaign Group

Recipient lists are scoped to campaign groups. You can add a new list directly from the campaign group detail page.

Before You Begin

• A campaign group must already exist.
• You need a CSV file containing contact email addresses and any optional attributes (e.g., Language).
• Your CSV file must include properly formatted columns. See the Recipient Lists documentation for CSV format requirements.

Steps

1. Navigate to Campaigns > Account Management.
2. In the sidebar tree, click the campaign group where you want to add the list.
3. Scroll to the Recipient Lists section on the group detail page.
4. Click Add new list.
5. Upload your CSV file containing contact email addresses and attributes.
6. Configure the list name. The campaign group is pre-selected based on where you initiated the action.
7. Submit the form.
8. Wait for processing to complete. Once the list status shows Ready, it is available for campaigns.

Tip: You can also add recipient lists from the Campaigns > Recipient Lists page. The difference is that adding from Account Management pre-selects the campaign group for you.

Creating a Campaign from a Campaign Group

You can launch a new campaign directly from a campaign group's detail page. This pre-selects the group and streamlines the creation process.

Before You Begin

• The campaign group must have at least one topic.
• At least one recipient list with status Ready must exist in the group.
• At least one published email template must be scoped to the group.
• At least one verified sender identity must exist.

Steps

1. Navigate to Campaigns > Account Management.
2. In the sidebar tree, click the campaign group where you want to create the campaign.
3. Scroll to the Recent Campaigns section.
4. Click New campaign.
5. The campaign creation workflow opens with the campaign group pre-selected.
6. Select the campaign type (e.g., Email Campaign, Voice Survey, Voice Notification, SMS Survey, SMS Notification).
7. Complete the campaign creation workflow:
8. Content — Enter the campaign name and configure content settings.
9. Schedule — Set start time, expiration, and quiet hours.
10. Contact List / Recipient List — Upload or select the contact list.
11. Review — Verify all settings and click Launch.

Note: For detailed instructions on each campaign type's creation workflow, see the full Create a Campaign documentation.

Important: Account settings affect all campaign groups and campaigns within the account. Review changes carefully before saving.