Optimization in Campaign Transition and Recall Management

An optimization has been implemented in the process of changing campaign types between Predictive/Progressive and Preview in Wolkvox Manager. This includes both immediate record management and contact remarking (recalls). Now, when changing the campaign type, the system optimizes record management and facilitates contact remarking, improving operational efficiency and reducing process friction.

Benefits

• Immediate Record Management: The system automatically sets the "agent" field to FREE if it is empty, allowing records to be managed immediately.
• Respect for Existing Values: It respects existing values in the "agent" field if they are already assigned, preventing important information from being overwritten.
• Flexible Remarking: Allows records to be remarked by machine code (cod_machine or customer closing code) regardless of the campaign type from which they originated, displaying all available codes (from Preview and Predictive/Progressive) in a single view.
• Operational Efficiency: Eliminates operational friction by enabling records to be managed immediately after changing the campaign type.
• Code Centralization: Enhances team efficiency by centralizing machine codes in a single view for remarking, regardless of the campaign type.
• Process Continuity: Ensures the continuity of the recall process without errors or additional manual steps, enabling a smooth transition between campaign types.

New API for Centralized Scheduled Recalls Query in Campaigns

wolkvox Manager has implemented a new API that provides a centralized and unified view of all scheduled recalls (callback calls) in campaigns. This tool is designed for administrators and integrators who need to consolidate recall information from various sources, whether created manually, automatically, via API, or through database uploads. This functionality allows detailed information about active recalls to be obtained, regardless of their origin.

The API is accessible through a specific URL and requires authentication via a token. The response returns an array with the details of each scheduled recall, offering a powerful tool for monitoring, auditing, and integration with other systems.

Benefits

• Unified and Centralized View: Consolidates information from all active recalls, eliminating the need to search multiple sources.
• Enhanced Traceability and Auditing: Allows identification of the date, time, campaign, and agent assigned to each recall, facilitating auditing and tracking of the contact strategy.
• Optimized Operational Control: Provides real-time data for making operational decisions, such as task redistribution or identifying bottlenecks.
• Flexible Integration: Facilitates integration with custom dashboards, external analytics systems, or task assignment engines, enhancing operational management capabilities.
• Strategic Planning: Improves campaign planning by offering a clear view of the future workload related to pending recalls.

You can also access the official API documentation in our public Postman collection by [clicking here].

Support for Carousel and Flow Templates in WhatsApp Integration with WhatsApp Business Line Connectors

An update has been implemented in the WhatsApp integration of Wolkvox Manager, which now supports Carousel and Flow templates for WhatsApp Cloud API and WhatsApp Business Line connectors. These new capabilities allow users to create more dynamic and personalized interactions with their customers, enhancing communication experiences and facilitating process automation.

Benefits

• Dynamic Interactions: Carousel templates enable sending multiple elements (such as images, text, and buttons) in a single message, making it easier to present options or catalogs in a more visual and engaging way.
• Flow Automation: Flow templates allow for the creation of guided and automated interactions, improving the user experience by providing structured and personalized responses.
• Expanded Compatibility: These templates are available for both WhatsApp Cloud API and WhatsApp Business Line connectors, broadening integration possibilities and usage across different environments.
• Enhanced Customer Experience: By using these templates, businesses can offer a more interactive and professional experience, which can increase customer satisfaction and engagement.
• Flexible Communication: Carousel and Flow templates allow messages to be adapted to various needs, from surveys and forms to promotions and product catalogs.

 WhatsApp Template Management Update

The WhatsApp template management section in Wolkvox Manager has been completely updated, now offering a more robust, secure, and efficient experience in the desktop version of the application. This update integrates significant improvements in performance, usability, and functionality, making it easier to create and manage templates for Meta (Cloud API) and WhatsApp Business Line connectors.

The changes include optimized performance with increased media upload capacity, an improved user interface for seamless visualization, and integration with the WhatsApp Business Line connector, diversifying options for customers. Additionally, template previews have been enhanced to ensure maximum compatibility and avoid errors.

Benefits

• Increased Productivity: The tool is now available in the desktop version of Wolkvox Manager, optimizing the workflow for administrators and integrators.
• Expanded Flexibility: Integration with the WhatsApp Business Line diversifies connector options and paves the way for future functionalities.
• Optimized Performance: Media upload capacity for templates has significantly increased, from 3 MB to 15 MB, allowing for higher-quality multimedia content.
• Improved User Experience (UX/UI): The interface has been revamped to be more intuitive, controlling overflows and line breaks to ensure flawless template visualization.
• Compatibility and Stability: Preview optimization with visual placeholders ensures templates function error-free across all providers, even without direct media preview.

Note: For WhatsApp Business Line connectors, it is recommended not to edit existing templates. If modifications are needed, the best practice is to delete the current template and create a new one with the desired corrections or changes. This ensures service stability and prevents potential inconsistencies or errors on the platform.