Symptom or Need

The user needs to create a new campaign or adjust an existing campaign in Wolkvox Manager, in order to automate contact processes such as:

• Automatic telephone dialing.
• Mass email sending.
• Sending SMS messages.
• Sending WhatsApp messages.

This may be due to the need to start a new operation, optimize an ongoing campaign, or correct settings that affect its performance .

Context / Scenarios

This procedure applies when the user:

• You need to set up a campaign from scratch .
• It requires modifying parameters of an active campaign (schedules, type of dialing, skill, etc.).
• It seeks to improve contactability or the performance of the operation .

Location on the platform:
Manager > Campaigns Module

Required roles:

• Administrator
• User with campaign editing permissions

Supported channels:

• Voice
• SMS
• E-mail
• WhatsApp

Common use cases:

• Collections
• Sales
• Customer loyalty
• Notifications or bulk management

Answer / Solution

1. Prerequisites

Before creating a campaign, it is necessary to:

1. Having access to Wolkvox Manager.
2. Having a profile of:

• Administrator with full control, or
• A profile with permissions to create and edit campaigns.

2. Creation of a new campaign

To create a campaign from scratch:

Access

1. Log in to Wolkvox Manager.
2. Go to Campaigns in the left sidebar menu .
3. Click to expand the module.
4. Select the “Add new campaign” option to begin creation.

General Campaign Settings

The following parameters must be defined in the campaign:

1. Campaign Name: Define a descriptive name that aligns with the objective (Example: Collections, Sales, Loyalty) . Once the campaign is created, this field cannot be modified.
2. Campaign description: Enter general information about the purpose of the campaign. Once the campaign is created, this field cannot be modified.
3. Range in which the campaign will execute dialing or sending:

• Start time: Configure the operating time in HH:MM:SS format (Example: 08:00:00) .
• End time: Configure in HH:MM:SS format (Example: 18:00:00).

4. Assign the Skill: Assign the Skill ID where the team of agents in charge of managing the campaign is located.

• In this field you can also select the VAGENT (Virtual Agent) which will allow you to route calls to a Voice Flow.

Campaign Type Settings

The type of marking should be selected according to the objective and/or need:

• Predictive: Automatic dialing based on optimization algorithms, i.e., dialing is automated according to agent availability.
• Progressive: Controlled automatic dialing (less aggressive than predictive).
• Preview: Manual dialing where the agent can view and review the information before calling.

Key Settings

• Campaign dialing order: Defines the database consumption logic.

1. Zigzag: (Takes an initial record, a final record, and an intermediate record, and performs the marking in this order). 
2. Linear: (Performs marking from the beginning to the end, following the order in which the database is located).
3. Random: (Makes random selections).

• AMD (Answering Machine Detection) configuration: Allows you to identify if the call is answered by a person or voicemail.

1. Select the country to adjust the detection (Example: COL, ECU, DOM).

• Related options:

1. Activate/Deactivate call routing (extended connection): Define whether redials return to the same agent or are assigned to any available agent.

• Turbo Dial: Allows you to optimize dialing by identifying:

1. Effective numbers.
2. Ineffective numbers.

• Additional columns (OPT)

1. By default they go from OPT1 to OPT12.
2. They can be customized with specific names depending on the operation.

Completion of Creation

1. Click on Create Campaign.
2. The system will generate a Campaign ID.
3. The campaign will then be available for configuration and execution.

3. Modification of existing campaigns

If you need to adjust an ongoing campaign:

Access the required campaign

1. Place the campaign in the Campaigns module.
2. Right-click on Edit Campaign.

Campaign Edition

The required fields can be adjusted from the Edit Campaign option:

1. Schedules (Start and End).
2. Skill.
3. Campaign type.
4. Dialing order.
5. AMD configuration.
6. Dial Time.
7. OPT Columns (OPT1 – OPT12).

The following fields are not editable:

• Campaign Name
• Description

It is essential to conduct preliminary tests, running the campaign in Preview mode with a reduced database and making calls from a mobile device, in order to validate its correct operation.

4. Operational management of the campaign

From the Manage Predictive / Preview option, you can:

• Start / stop / rerun the campaign.
• Adjust dialing speed (Turbo Dial).
• Change the dialing type.
• Configure mode:

1. Phone to phone.
2. For strategic reasons.
3. Autopilot.

For more information regarding the dialing mode, see: What is the difference between running the campaign in Strategy vs. Autopilot?

5. Database Management

The following options are available in Database Management:

• Upload contact list.
• Download records.
• Highlight records.
• Apply filters and searches.
• add or remove records from the local top.
• Configure contact strategy.
• Delete the list (confirmation required).

Possible causes of campaign malfunctions

• The campaign does not start: The configured schedule does not match the current time.
• Low contactability:
  • Incorrect AMD configuration.
  • Database with errors or low quality.
• Agents are not receiving calls: The assigned skill does not match the available agents.

Considerations

• OPT Columns: These columns allow you to include additional information relevant to agent management.
• Impact on performance: It should be noted that changes in dialing type or speed can affect real-time indicators.

Recommendations

• Validate the database: Ensure the quality of numbers and avoid incorrect records.
• Regulatory compliance: Verify that contact times comply with local regulations.