Introduction

Configuring custom strategies allows optimizing the use of the different channels available in predictive campaigns by defining how and when to attempt to contact customers loaded in the database.

This procedure applies when a predictive campaign has been created in wolkvox Manager and a specific contact strategy is to be implemented for the loaded phone numbers.

The Strategy contact method is available for predictive campaigns. Preview-type campaigns do not have this contact method selection option.

This type of parameterization allows defining contact attempts by phone and combining different channels such as calls, WhatsApp, SMS, email, IVR, routing points, and two-way messaging, according to the operation's needs.

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Configuration

Consider the Behavior of HIT and RPC Activity Codes

Before designing the contact strategy, it is important to review how the activity codes that will be used to classify contact attempts are configured.

When a contact attempt is classified with an activity code that has HIT = yes and RPC = no configured, the system stops calling the customer, even if an RPC has not been obtained.

This happens because, with HIT = yes, the system interprets that the contact objective has already been achieved. Therefore, even if the RPC value is no, the customer will not be contacted again within the strategy.

For example, if a customer is called and the result does not correspond to an RPC, but the agent or the flow classifies the call with a code that has HIT = yes and RPC = no, wolkvox Manager will not attempt to contact that customer again.

If it is required that the customer be contacted again, the attempt must be classified with an activity code that has the following configuration:

• HIT = no
• RPC = no

In this way, the system understands that the contact objective was not achieved and can continue with the next attempts defined in the strategy.

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Steps

Access the Predictive Campaign Administration

1. Log in to wolkvox Manager. From the left-side menu, go to the "Campaigns" section.
2. Locate the predictive campaign you want to parameterize. Right-click on the campaign.
3. Select the "Admin Predictive" option. Upon entering, the predictive campaign administration window will open.

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Select the Strategy Contact Method

Within the predictive administration:

1. Verify that the campaign database is already loaded. Locate the "Phone" field. Drop down the available options. Select "Strategy".
2. Upon selecting this option, the strategy configuration window will open. There you can define contact attempts for the phones loaded in the database, from "Tel1" to "Tel10". Click on one of those phone buttons.

If you have selected "Strategy" and the window does not appear, you can locate the button with the light bulb icon in the main menu of the campaign administration panel. This button is activated when the contact method is "Strategy" (in the "Phone" field).

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Select the Phone Column You Will Configure

At the top of the strategy window, you will find a dropdown menu with the available phone columns, for example:

• telephone1
• telephone2
• telephone3
• telephone4
• Up to telephone10

Select the phone column on which you want to configure the strategy. Although there may be several phones loaded, the main phone in the database is usually related in the Tel1 column.

The strategy can be configured for each phone column. This allows defining specific attempts for each phone loaded in the customer's record.

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Understand the Default Strategy

By default, the system establishes an initial strategy of 3 call attempts per phone.

Each attempt is displayed in a table with information such as:

• TRY: Attempt number.
• RING TIME (SEC): Ringing time in seconds.
• AMD: Use of answering machine detection.
• HANG UP: Hang-up parameter.
• MESSAGE: Associated message, if applicable.
• AUDIO MESS / TEMPLATE: Associated audio, message, or template, depending on the channel.
• DELAY NEXT CALL (MIN): Waiting time in minutes before the next attempt.
• CHANNEL: Channel used for the attempt.

If the attempts are not effective, the system will continue with the next action configured within the strategy or move to the next phone, according to the defined design, until an RPC is obtained.

In the strategy logic:

• RPC means Right Party Contact, i.e., contact with the correct person.
• WPC means Wrong Party Contact, i.e., contact with the wrong person or ineffective attempt.

When an RPC is obtained, the strategy ends for that customer. When an RPC is not obtained, the system continues with the next defined attempts.

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Add a New Contact Attempt

To add a new attempt within the strategy:

1. Click the button to add a new contact attempt.
2. At the bottom of the window, the configuration fields will be enabled.
3. In the Channel field, select the channel you want to use. Configure the fields corresponding to the selected channel. Define the time for the Next Call or next attempt, when applicable. Click Add.
   • The new attempt will be added to the strategy table for the selected phone.

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Configure the Available Channels in the Strategy

You can customize the strategy using different channels, according to the campaign's needs.

Phone Channel

Allows configuring traditional call attempts.

In this channel, you can define:

• The Ring or ringing time.
• Whether AMD will be used for answering machine detection.
• The interval in minutes for the next contact attempt.

This channel is displayed in the table with the value tel.

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WhatsApp

Allows mass sending of WhatsApp templates within the strategy.

To use this channel, you must select a template previously approved by Meta. Then, define the time for the next attempt (field "Next Call") and click "Add."

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SMS

Allows sending SMS messages as part of the contact strategy.

Select the SMS channel, choose the available template or configuration, define the time for the next attempt (field "Next Call"), and click "Add."

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Email

Allows mass sending of emails within the strategy.

To use this channel, the operation must have the corresponding integration active with Mailgun. Then, select the email channel, configure the template or message, define the next attempt, and add the action.

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IVR

Allows that, when the customer answers a call, they are automatically sent to a previously parameterized IVR flow with audios or components.

Select the IVR channel, configure the corresponding resource, and add the attempt.

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rp_whook

Allows redirecting the record to a previously configured Routing Point. This channel is useful for automating specific treatments, integrations, or additional flows within the operation.

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sms_two_way

Allows using two-way instant messaging. This channel is enabled exclusively for the United States.

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Review the Configured Strategy

After adding the attempts, validate that the table correctly reflects the order and defined channels.

You can combine different actions within the same strategy. For example:

1. First attempt by call.
2. Second attempt by call.
3. Sending a WhatsApp template.
4. Sending an email.
5. Sending to IVR.

Each attempt will be listed with its channel, waiting time, and corresponding configuration.

If you need to configure another phone, change the column in the top menu, for example from telephone1 to telephone2, and repeat the process.

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Delete a Contact Attempt if Necessary

If you need to remove an attempt from the strategy:

Select the attempt within the table.
Right-click on the record.
Select the "Delete Item" option.

The attempt will be deleted from the strategy of the selected phone.

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Save the Changes

Once you finish the configuration, close the open modal windows using the "X" button.

The changes will be saved when closing the strategy configuration windows.