New Interaction Classification in the Cases Module of wolkvox CRM

In wolkvox CRM, the Cases module now includes the ability to classify call and chat interactions directly from the case record. This aims to improve the traceability of management, centralize operational work, and facilitate the visualization of the interaction history associated with each case.

This enhancement brings a functionality that already existed in other modules and adapts it to the specific usage logic of the Cases module. The configuration of the classification button is done through Modules and Fields, within the Cases module, in the button management section. In this context, activation is done independently for each type of case or submodule, such as requests, complaints, or claims. This allows defining the button name, its location, the levels of the classification tree, and the actions to be executed upon saving for each type.

Once configured, the button is immediately available to users who have access to the corresponding case type, both for new and existing records. From the case, the user can classify calls using the "Classify and ACW" option, which allows automatically recording the management by capturing data such as the date, selected classification, phone number, management ID, channel, and responsible advisor. The management table has also been standardized to show only the relevant fields in this type of module, clearly differentiating channels such as calls, management, or digital chat.

Additionally, the new feature includes the option to classify chats, enabling a specific flow to register digital interactions directly from the case. When this option is active in the button configuration, the user can open a chat classification window, enter the required data such as the chat ID and the associated customer or phone identifier, and save the management by linking it to the configured classification tree. The record is immediately reflected in the case's management table with its respective digital channel.

Benefits

• Allows classifying calls and chats directly from the Cases module.
• Improves traceability of interactions associated with each record.
• Centralizes the case management history in one place.
• Facilitates operational tracking by displaying date, classification, phone, management ID, channel, and advisor.
• Clearly differentiates management by channel, including calls and digital chats.
• Allows configuring classification independently for each type of case.
• Applies immediately to users with access to the configured case type. It can coexist with options such as ACW classification and chat classification within the same operation.

Considerations

• The classification button is configured independently for each type of case.
• Activation applies immediately to all users with access to the configured case type, both for new and existing records.

New Recall Button in the Collections Module of wolkvox CRM

In wolkvox CRM, a new recall button has been incorporated into the Collections module. This allows authorized advisors to initiate a new outbound call directly from an active obligation record without leaving the screen where they are performing the management.

This functionality was designed for scenarios where the advisor needs to contact the customer again before finishing the management or before performing the final classification. For example, when the call drops, the customer hangs up, information is missing, or the record has not yet been fully updated. In these cases, the recall button allows redialing and continuing to work on the same record, preventing the CRM view from reloading or the advisor from losing information they were entering.

As shown in the new feature, the system validates the last number related to the management and executes the dialing, keeping the advisor within the same work context. Additionally, the call or recall is automatically recorded as a new customer management, which strengthens traceability within the Collections module.

The functionality follows the same dialing logic that already operates through AgentBot, thus maintaining the current behavior of outbound calls according to the existing configuration in the operation.

Benefits

• Allows initiating an outbound recall directly from the collections record.
• Prevents screen reload and helps preserve the information the advisor is entering.
• Facilitates continuous management without interrupting the workflow.
• Speeds up contact with the customer when quick redialing is required.
• Validates the last dialed number to simplify the recall.
• Automatically records the event as a new customer management.
• Improves traceability of interactions within the Collections module.

Considerations

• Only available to authorized advisors.
• Requires a valid phone number.
• The recall event is automatically recorded in the customer's management.
• The call output maintains the same dialing behavior currently configured in AgentBot.