WhatsApp UserName: wolkvox Prepares for the New User Identification in WhatsApp

wolkvox Manager incorporates support for WhatsApp UserName by registering the BSUID (Business-Scoped User ID), the new encrypted and exclusive identifier from Meta for users interacting with businesses through WhatsApp.

With this update, wolkvox anticipates the global rollout of usernames in WhatsApp, allowing the platform to securely identify and register customers who, in the future, choose to hide their phone number and communicate using a username.

The system is prepared to process these interactions without affecting operations, maintaining customer traceability in the database and historical reports of wolkvox Manager.

Benefits

• Business continuity: The platform is prepared to process messages from users using WhatsApp UserName, avoiding operational interruptions when Meta enables or requires this new identification model.
• Greater privacy for the end customer: The use of BSUID allows user identification without directly depending on their phone number, aligning with WhatsApp's evolution toward more private interactions.
• Secure information registration: BSUID is an encrypted and exclusive identifier, allowing traceability of each interaction under a more secure data management scheme.
• Preparation for Meta's future: wolkvox takes a strategic step to adapt to the changes announced by Meta in WhatsApp, ensuring the platform is ready to operate with usernames when this functionality is globally available.
• Traceability in reports: The information associated with BSUID is available in wolkvox Manager reports, allowing historical queries of interactions managed under this identifier.

How It Works

This update does not require additional configuration by the administrator. Support for BSUID is incorporated at the platform and database level.

When a WhatsApp user interacts with an account integrated into wolkvox and uses an identifier associated with WhatsApp UserName, wolkvox can register the corresponding BSUID to maintain conversation traceability.

The BSUID can include the country code along with a number internally generated by Meta, allowing secure user identification within the business context.

How to Consult BSUID in Reports

The new BSUID field is available in wolkvox Manager reports related to interactions and chats.

Report 9. CDR Routing: Interactions and Chatbots

In this report, the BSUID column allows identifying the record associated with interactions managed through routing, IVR, or chatbots.

Report 1. Chats

In this report, the BSUID column allows consulting the identifier associated with chat conversations registered in the operation.

New API for Chat ID Query

wolkvox Manager incorporates a new API for Chat ID Query, designed to query and list in real-time the active chats of an operation.

This API allows external systems, such as CRM, bots, internal developments, or automation tools, to identify active conversations associated with an agent and obtain key chat information, including the chat_id, which is necessary to execute subsequent processes such as automatic coding or classification of interactions.

The query requires authentication via token and the agent's identifier as mandatory data. Additionally, it allows applying optional filters such as channel, phone, email, or customer name, facilitating more precise searches within active conversations.

Benefits

• Flexibility and search precision: Allows quickly locating an active interaction using different search criteria, such as customer data, service channel, or contact information.
• Extraction of key chat data: Facilitates obtaining the necessary information to identify each active conversation, especially the chat_id, which can be used in other integration processes.
• Complement to chat coding: This API directly complements the chat coding or classification API, as it allows obtaining the chat_id required to close, code, or classify a conversation correctly via API.
• Automation of operational processes: Allows external tools to query active conversations without depending on manual searches in the interface, streamlining management, closure, follow-up, or integration processes with proprietary systems.
• Greater control over active interactions: Helps maintain traceability of ongoing chats and facilitates the integration of custom business rules for conversation management.

Official Documentation

You can consult the technical details, parameters, and consumption examples in the official API documentation: Click [here].

New APIs for Preview Time Reports

wolkvox Manager incorporates two new APIs to programmatically query information from Preview Time reports, aimed at measuring the preparation time before calls in Preview-type campaigns.

These APIs allow external systems, analytics tools, BI dashboards, data lakes, audit processes, or internal developments to consume operational agent information without the need to manually access wolkvox Manager to generate and export reports from the interface.

The new services correspond to:

• 15. Detailed Preview Time Report: Allows querying the transactional details of each interaction, including information such as call, agent, call type, preview date, preparation time, agent statuses, and total duration.
• 16. Grouped Report by Agent Preview Time: Allows querying consolidated information by agent, grouping calls and times associated with the Preview Time process to facilitate productivity and performance analysis.

With this update, operations can automate the extraction of key data and connect it directly with their tracking systems, management reports, or analysis models.

Benefits

• Automation of operational data: Eliminates manual report extraction, allowing recurrent queries to be scheduled from external systems and keeping information always available for analysis.
• Greater consistency in information: Data is consumed under a standard structure, facilitating integration with tools such as Power BI, data lakes, payroll systems, internal audits, or custom dashboards.
• Efficiency for technical and supervision teams: Reduces the time spent generating manual reports and allows teams to focus on analyzing results, productivity, and improvement opportunities.
• Better Preview Time measurement: Allows knowing how much time the agent dedicates to reviewing contact information before starting the call, providing a more complete view of operational effort in Preview campaigns.
• Integration with audit and productivity processes: Facilitates detailed or grouped tracking of agent times, helping to identify preparation patterns, unproductive times, total management duration, and performance per user.

Official Documentation

You can consult the technical details, parameters, and consumption examples at the following links:

• View official documentation for API 15. Detailed Preview Time Report [Click here]
• View official documentation for API 16. Grouped Report by Agent Preview Time [Click here]

Connector Out and Connector In Now Available in Agent Scripting of wolkvox Studio

wolkvox Studio incorporates the "Connector Out" and "Connector In" components within the Agent Scripting section, facilitating the creation of more organized, clear, and easy-to-maintain agent scripts.

Agent Scripting is the space in wolkvox Studio where flows associated with the human agent script are designed. In scenarios where scripts grow and have multiple routes, conditions, or information blocks, the canvas can become filled with long or crossed connections that make the flow difficult to read.

With this improvement, the Connector Out and Connector In components function as visual connectors between different areas of the diagram. That is, they allow closing a section of the flow and continuing it in another part of the canvas without the need to draw an extensive line between both points.

The Connector Out component acts as an exit or emitter point. It is used when you want to end a section of the diagram and jump to another area of the flow.

The Connector In component acts as an entry or receiver point. It is used to start the next section of the diagram, maintaining the logical continuity of the script even if it is visually separated.

In this way, administrators and flow designers can build cleaner, segmented, and easier-to-interpret scripts within wolkvox Studio.

Benefits

• Better visual order in scripts: Reduces the number of long or crossed lines within the canvas, making complex flows easier to read and understand.
• Better organization by blocks: Facilitates dividing the agent script into visual sections or modules, such as validations, responses, conditions, service routes, or process closures.
• More agile maintenance: Allows identifying, adjusting, or debugging a specific section of the script without losing the overall continuity of the flow.
• Optimization of the workspace: Helps make better use of the wolkvox Studio canvas, avoiding extensive scrolling to follow a connection between distant components.
• Greater clarity for technical and operational teams: Makes scripts more understandable for different users, especially when multiple people participate in the design, review, or maintenance of the flow.

Location

• In the component panel located on the left side, go to the "Design" category.
• There you will find the "Connector Out" and "Connector In" components.

Service Priority in Transfer Skill for Chat Routing Points

wolkvox Manager now allows configuring priority by service in Chat-type routing points from the Transfer Skill component in wolkvox Studio.

This functionality allows digital interactions to be handled not only in order of arrival but also organized according to the priority defined for each service within the flow. In this way, administrators can give greater relevance to specific routes, such as VIP customers, urgent requests, critical support cases, priority sales, or any other segment that requires faster attention.

Services are created from the Agents & Skills > Services section and are used to identify categories within the routing point routes. This prioritization capability was already available for IVR or call flows and can now also be applied to Chat-type routing points.

Within the Transfer Skill component, the administrator can select the service associated with the route and define its priority level, allowing the interaction to be placed in the attention queue according to the rules configured for the operation.

Benefits

• Intelligent prioritization of chats: Allows the most important or urgent interactions to move forward in the attention queue, reducing wait times for customers or more critical cases.
• Homologation between voice and digital channels: Extends the same priority logic used in IVR to the chat channel, helping to maintain consistent operational criteria across channels.
• Better customer experience: High-value users, sensitive cases, or urgent requests can receive faster attention, improving service perception.
• Greater operational control: The administrator can decide which flow routes should have higher or lower priority based on business needs.
• Segmentation of incoming traffic: By associating services within the Transfer Skill component, the operation can better classify interactions and apply differentiated attention rules.

New Application Catalog for MCP Connectors in wolkvox Manager

wolkvox Manager incorporates an improvement in the integration of MCP (Model Context Protocol) connectors through a new Application Catalog available directly from the integrations module.

This update allows administrators to explore and connect external applications from a visual catalog-type interface, without relying solely on manual configurations or custom connectors. From this new space, it is possible to access more than 1,000 available applications, such as Gmail, GitHub, Google Calendar, Google Sheets, Slack, Notion, Outlook, HubSpot, Jira, among others.

With this improvement, wolkvox facilitates the connection of external services with flows, agents, and intelligent components, strengthening automation and integration capabilities within the wolkvox ecosystem.

Benefits

• Simpler and no-code connection: Allows selecting applications from a visual catalog, reducing the need for advanced technical configurations or custom developments from scratch.
• Greater agility in implementation: Administrators can explore, select, and prepare new integrations more quickly, optimizing deployment times.
• Broad and scalable ecosystem: The catalog includes more than 1,000 available applications, covering productivity tools, CRM, project management, AI, databases, development, and communication.
• Better organization of integrations: The interface allows differentiating between advanced custom MCP connectors and applications available in the catalog, facilitating control of active integrations.
• Preparation for smarter processes: This improvement strengthens wolkvox's capabilities to connect agents, automations, and conversational flows with external business tools.

Official Documentation

To learn more about the integration and use of the MCP component in wolkvox Studio, consult the official documentation: [Click here]