Introduction

Automatic campaigns with voice virtual agents in wolkvox allow managing phone calls through an IVR flow designed in wolkvox Studio, without direct human intervention. This type of configuration is useful for automating processes such as confirmations, reminders, surveys, or telephone validations.

For the campaign to work correctly in this scenario, it must be configured to work with VAGENT, use a dialing strategy that invokes a Voice (IVR) type routing point, and leave only the IVR contact attempt active within the predictive strategy.

Configure the Campaign to Work with Voice Virtual Agent

1. In wolkvox Manager, go to the "Campaigns" section from the left side menu.
2. Locate the campaign you want to use for automation.
3. Right-click on it and choose the "Edit Campaign" option.
4. Within the campaign configuration:
   • In the Skill ID field, select "VAGENT".
   • Verify that the campaign type is set to Predictive - Progressive.
   • Keep or adjust the other fields according to your campaign's operational configuration.
5. Click on "Edit Campaign" to save the changes.
   • This configuration prepares the campaign to execute automatic calls supported by a voice flow.

Open the Predictive Administration of the Campaign

1. Once the configuration is saved, select the campaign again and right-click.
2. Select "Admin Predictive".

1. When the predictive administration window is open and the campaign's database is already loaded, locate the Phone field at the top.
2. Change its value to "Strategy".
   • This will open the dialing strategy configuration window for the phone.

Select the Phone from the Database You Will Use

In the "Strategy" window, you will find the nodes "Tel1" to "Tel10", which correspond to the phone columns loaded in the campaign's database.

You must click on the node that corresponds to the phone you want to use. For this type of campaign, it is recommended to work with "Tel1", as it is usually the main field for the customer's number, and the other phones can remain as alternatives when the first one does not answer.

When you open that node, the next window will show the corresponding field by default; for example, if you chose "Tel1", the system will open the configuration for "telephone1".

Add the Contact Attempt via IVR

If the IVR attempt does not yet exist, create it from the same phone configuration window.

1. Click on the "Add Attempt" button located in the top right corner of that window. Then configure the following:
2. In "Channel", select "ivr".
3. In "Template", choose the routing point that should be executed when the client receives the call.
4. Click on "Add".
   1. This associates the attempt with the routing point that will act as the voice virtual agent during the campaign.

Leave Only the Contact Attempt via IVR

• In the contact attempts table, review which configurations already exist for that phone.
• If you find multiple attempts or configured channels and your goal is for the campaign to work only with a voice virtual agent, delete the attempts that do not correspond. To do this:
  • Select the attempt you want to remove.
  • Right-click on that record.
  • Choose the "Delete Item" option.
• For this scenario, the table should only have one attempt in the IVR channel.

Close the Windows to Apply the Configuration

The changes to this configuration are applied when closing each of the open windows.

Therefore, once you finish configuring the IVR attempt:

• Close the attempt configuration window.
• Close the "Strategy" window.
• Close the "Admin Predictive" window.

This will apply the automatic dialing configuration to the selected IVR.

Design or Adjust the IVR That Will Handle the Call

1. After associating the routing point in the campaign strategy, go to wolkvox Studio from the left side menu of wolkvox Manager.
2. Locate the routing point you selected in the strategy.
3. Right-click on it and choose Voice (IVR).

1. Build the IVR logic according to the objective of your campaign.
   • Add the components you need to play messages, capture data, evaluate conditions, or direct the call within the flow.
   • Adjust the behavior of the voice virtual agent according to the process you want to automate.
2. When the flow design is ready, compile it from the button located in the top left corner of the routing point window.
   • Compilation is necessary for the flow to be ready to execute within the campaign.