Blocking Phone Numbers in WhatsApp Connectors in wolkvox Manager

wolkvox Manager now allows blocking WhatsApp numbers directly from the connector configuration. This functionality was created to give operations greater control over their service channel, preventing conversations that do not add value to the business, such as spam, harassment, or malicious contacts.

When a number is blocked, the effect is immediate: the user can no longer start or continue conversations with the operation through that WhatsApp connector. Additionally, the restriction also applies in the opposite direction: the operation will also be unable to contact that client via WhatsApp, neither through human agents nor chatbots.

Management is performed from a specific module within the WhatsApp connector, where it is possible to:

• Add blocked numbers one by one.
• View the list of blocked numbers.
• Check the date each block was applied.
• Remove blocks when necessary.

As part of the usage flow, the system indicates that only numbers that have interacted in the last 24 hours can be blocked.

Benefits

• Immediate spam interruption: Allows stopping unwanted messages or persistent contacts in real time.
• Greater operational control of the channel: The operation decides which numbers can continue interacting via WhatsApp.
• Autonomous and simple management: Blocking and unblocking are done directly from wolkvox Manager, without depending on external processes.
• Better team focus: Prevents agents and bots from spending time on null, repetitive, or malicious interactions.
• Protection of the service environment: Helps maintain the channel focused on useful conversations for the operation.

How to Configure or Perform the Process

1. Go to wolkvox Manager. Click on the "Settings" button located in the top right corner.
2. Enter the "Omni Channel" tab.
3. Then go to the "WhatsApp" tab.
4. In the table of integrated connectors, identify the WhatsApp account on which you want to manage blocks. Click on the block button identified with the red icon.

The "Block Numbers" window will open. Click on the "Add Number" button.

1. In the number field, enter the WhatsApp number you want to block.
2. Click on "Add Number".

• The number will be registered in the Blocked Numbers table along with its block date.
• To unblock a number, in the same "Block Numbers" window, locate the record in the blocked numbers table. Click on the X icon of the number you want to remove from the list.
• This will unblock the number for that WhatsApp connector.

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New Dialing Order for Preview Campaigns in wolkvox Manager

wolkvox Manager now incorporates the "Campaign Dialing Order" option for Preview-type campaigns as well. With this update, the database management logic that was already available in predictive campaigns is extended to this type of operation, allowing the definition of how records are delivered to agents.

From the campaign configuration, the user can select one of these three dialing modes:

• Linear: Respects the original loading order of the database.
• Zigzag: Alternates records from the extremes of the database.
• Random: Distributes records randomly.

This allows the dialing engine to deliver contacts following the strategy defined by the operation, rather than depending on a single fixed behavior.

Benefits

• Greater control over database management: The operation can define how records presented to agents are prioritized.
• Strategic prioritization: With the linear option, contacts located at the beginning of the database can be attended to first.
• More operational flexibility: The Preview campaign can be better adjusted to different business objectives according to the required work order.
• Consistency in dialing logic: Extends to Preview campaigns a configuration that helps standardize record management within wolkvox Manager.

How to Configure

In wolkvox Manager, go to the Campaigns section.

1. Locate the Preview-type campaign you want to configure.
2. Right-click on the campaign and select "Edit Campaign."
3. In the configuration window, locate the "Campaign Dialing Order" field. Select one of the available options from the dropdown menu:
   • Linear.
   • Zigzag.
   • Random.
4. Click on "Edit Campaign" to save and apply the changes.

With this new feature, Preview campaigns gain a more precise configuration to organize the delivery of records and better align with the operational priority defined by each business.

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New AI Reports in wolkvox Manager

wolkvox Manager now incorporates "AI Reports," a new intelligent assistant designed to automate data analytics within the Contact Center. This functionality allows querying operational information using natural language, without depending on complex manual configurations or the traditional construction of filters and parameters.

"AI Reports" is located in the Reports section of the left side menu and within the "AI Reports" tab. From there, the user can start a new conversation with the assistant, ask questions about metrics, performance, quality, or operational behavior, and receive answers based on real data from reports.

The system uses natural language processing to interpret the user's intent and automatically extract relevant parameters, such as time periods, agents, specific metrics, or relationships between indicators. Based on this, it not only responds in text but can also generate graphical visualizations, comparative tables, and structured reports that facilitate the reading and analysis of information.

The images show that the usage flow starts from the "+ New Conversation" button, then the query is written in the lower field and sent from the button located in the bottom right corner. It is also possible to resume a previous conversation from the left side history. Additionally, the interface allows attaching images as contextual support and using the microphone to send audio prompts, with the option to listen to them before sending.

This implementation expands access to operational analytics, making it possible for users without advanced technical knowledge to query complex information and obtain useful results more quickly and conversationally.

Consideration: The use of "AI Reports" implies the consumption of AI credits or tokens according to the current pricing.

Benefits

• Drastically reduces report generation time.
• Eliminates a large part of the manual configuration of complex filters and parameters.
• Allows querying metrics using natural language.
• Automatically generates graphs, comparisons, and structured reports.
• Facilitates decision-making by transforming raw data into more understandable visualizations.
• Makes analytics more accessible for users without advanced knowledge of databases or technical reports.
• Allows maintaining a history of conversations to resume previous queries.
• Supports prompts via text, audio, and images within the same experience.

Converse with AI Reports

1. In wolkvox Manager, go to the left side menu. Click on "Reports."
2. Go to the "AI Reports" tab.

1. Click on "+ New Conversation."
2. The new chat will be listed in the conversation history.
3. The conversation space will be enabled to start a new query.

1. Write your query in the lower field.
2. Click on the send button located in the bottom right corner.

Example Prompts:

• Who were the best-rated agents?
• How many calls have each agent handled? Generate two graphs: one for quality and another for the number of calls. Vary the style of the graphs.
• Generate a graph that relates the two metrics, i.e., view quality versus the number of calls.

In the left side panel, you will find the conversation history. From there, you can reopen a previous chat and continue working on that query.

If you need to supplement your query:

1. Click on the attach image button in the bottom right corner.
2. Select the file from your computer.
   • Send it along with your prompt or as additional context.

You can also use the microphone to query by voice:

1. Click on the microphone button in the bottom right corner.
2. Record your message. Listen to it before sending.
3. Send it as an audio prompt for the system to process.