wolkvox CRM is a customer relationship management solution integrated into the wolkvox suite, designed to optimize data management, interaction traceability, and collaboration among agents. It allows advanced customization of modules, AI integration for configuration, and offers robust tools for omnichannel communication and case management.

1. Access, Enablement, and Security

The initial access and management of wolkvox CRM are controlled by the platform administrator:

1.1. Enablement and Licensing

For agents to access the CRM, the functionality must be enabled by an administrator in wolkvox Manager by navigating to the Configuration tab and selecting Enable CRM in the wolkvox CRM tab.

Access for a specific user requires an active license. Administrators can verify and activate a user's license in the CRM through Configuration → Users.

1.2. Login and Password Reset

The administrator's initial access uses default credentials: Username: ADMIN_@operation_name and Password: operation_name. The system requires a password change on the first login. If there are access issues, it is recommended to reset the password to factory defaults from the CRM configuration or request a ticket from the wolkvox support team.

2. Module Management and Artificial Intelligence (AI) Assistance

wolkvox CRM facilitates the creation and editing of its internal structure using an artificial intelligence assistant.

2.1. Creating and Editing Modules with AI

The CRM allows for the rapid, precise, and customized creation and modification of modules based on instructions written in natural language (prompts).

• Activation: To use the AI assistant, the permission must be active in the user profile: Configuration → Users → Profiles → Administrator → Enable "AI Assistant for Modules."
• Module Creation: The user describes the desired fields and characteristics in the text field and clicks Generate. They can refine the fields with new prompts, and once satisfied, select Create Form and complete the basic details (Name, Plural Name, Singular Name, Icon).
• Module Editing: An existing module can be modified by accessing Configuration → Customize → Modules and Fields and using the "Edit Module with AI" field to request adjustments (such as adding, modifying, or deleting fields).
• Prompt Recommendations: To optimize AI results, clearly specify the purpose of the module, detail each field and its type (text, date, number), and indicate if it is mandatory.

2.2. Restoring Bulk Updates

The Bulk Update Restoration feature allows reverting unwanted changes made during a bulk load of records to their previous values without affecting new records created during the same process.

• Access: Accessed via Configuration → General → Module Backups → Restore.
• Process: The user selects the module and the backup segmented by date and time to start the reversion.

3. Integration, Security, and Tokens

Integration with external systems and access security are managed through tokens.

3.1. Token Management and Types

The token management section is located in Configuration → wolkvox Integration → Tokens. There are two main types of tokens:

Security Considerations: Tokens are hidden by default, and it is not possible to edit their name or type once created.

3.2. Creating External Tokens

To create an external token, select "External" as the token type, and it must be associated with a Company previously created in the Companies module, using the magnifying glass icon.

3.3. Available APIs

wolkvox offers a variety of APIs to automate processes in the CRM, including:

• Case/Record/Obligation Management: Insert, query, update, and delete records and obligations. Bulk insertions and updates are supported.
• Management and Notes Management: Insert and query management actions, and Query note history (the only API for external tokens).
• Reports and Authentication: Get reports and token information.
• Activity Management: Insert activities of type Call, Meeting, or Task.

To read the official documentation of the wolkvox CRM APIs, click here.

3.4. Integration with External CRMs (Web Integration)

wolkvox allows integration with external CRMs through web integration, which generates a pop-up window in the default browser or in the AgentBox internal browser to automatically load customer information during a call or interaction.

• Configuration: Enter the CRM URL in the "Integration Link" field.
• Variables: Variables such as {id_customer}, {id_agent}, {TELEFONO}, and {id_call} can be used to pass specific information to the integration URL.

4. Service Management and Communication Features

4.1. MailVox (Email Management)

MailVox is the functionality within wolkvox CRM that allows managing email correspondence from a single platform.

• Integration: Currently, it only allows integration with the Outlook service.
• Main Functions: Allows Composing, Replying, Replying to All, and Forwarding emails.
• Capabilities: Allows attaching files (maximum 18 MB; maximum 25 MB total). Images and editable tables can be included in the email body. Access to different folders (Inbox, Sent, etc.) and use of categories for organization are possible.
• Restrictions: It is not possible to edit the original email when using the Reply or Reply to All actions due to technical limitations (API). Attachments cannot be included when replying to all.

4.2. Collaborative Case Editing

To improve operational flexibility, wolkvox CRM allows Collaborative Case Editing. If the "All users can edit" option is activated in user profiles, multiple agents can edit a case's information, updating data in real-time, even if the assigned responsible agent is not available.

4.3. Collections Module

The Collections Module includes a feature for the automatic cleaning of custom fields.

• Purpose: Parameterizes the deletion of data entered in the custom fields of files and obligations each time a new management action is performed, ensuring that the fields are blank and ready for updated information.
• Configuration: Configured in Configuration → Customize → Modules and Fields → Collections → Default → Actions → Configuration → Clear Fields.

5. Reports in the CRM

Reports in wolkvox CRM are generated from the Reports module.

• Generation: Accessed via Reports → Add. The Name must be completed, the Module and Fields to include must be selected. Basic filters (Creation or Modification Date) are also defined.
• Advanced Filters: Optionally, more specific filters can be configured by fields (Status, Priority, Owner) by defining an Operator (Contains, Different, Exact Value) and a Value.
• Export: Reports are exported to Excel. If the report is too large, it is not downloaded locally; instead, a download link is sent via email.

5.1. Downloading Filtered Data

The "Download Excel with Filter" option exports only the records visible in the table after applying search criteria or filters.

Export Limits: The download may fail if the file exceeds the 30 MB limit or if more than 30,000 records are attempted to be exported. In these cases, it is recommended to apply more specific filters to reduce the data volume.