Integrate a TikTok account in wolkvox Manager

The TikTok integration with wolkvox Manager allows incorporating interactions generated from posts on a TikTok account into the wolkvox omnichannel environment.

Once the account is connected, interactions can enter the configured routing point to follow the flow designed in wolkvox Studio and be assigned to the corresponding agents. From wolkvox Agent, agents can view post content and associated comments, respond to interactions, transfer them, archive them, and finally code the interaction outcome.

Additionally, supervisors can view pending TikTok interactions from the wolkvox Manager Dashboard, alongside interactions coming from other channels.

Important: using the TikTok connector incurs an additional cost.

Configuration

Access TikTok configuration

In wolkvox Manager:

1. Click on “Configuration”, located in the top right corner.
2. Go to “Omni channel”.
3. Select the “TIKTOK” tab.
4. In this section, you can review TikTok accounts that are already connected and add new accounts. Click “Add TikTok account”.

Add a TikTok account

Before initiating the link, wolkvox will display a window informing you that using this connector incurs an additional cost and that you will be redirected to TikTok to authorize account access.

Click “Continue with TikTok”.

During this process, you must log in and authorize the required permissions so wolkvox can access necessary account information and manage its interactions.

Associate a routing point

Once the TikTok account is authorized, the “Configure TikTok account” window will open.

In the “Routing Point” field, select the routing point where you want to direct interactions received from that account.

The routing point is especially important, as all interactions from the TikTok account will initiate the process configured in the flow associated with this routing point. This allows you to define how they are routed, what logic they should follow, and which agents or skills they should reach.

After selecting the routing point, click “Save”.

Verify the connected account

Upon completing configuration, the account will appear in the TikTok accounts table.

For each account, you can view:

• User: name of the connected TikTok account.
• Routing Point: identifier of the associated routing point.
• Status: indicates whether the integration is active.
• Edit: allows changing account settings, such as the associated routing point.
• Delete: allows removing the TikTok account from the integration.

This allows managing multiple TikTok accounts from a single operation and assigning different routing paths based on each account's needs.

How does an agent receive and manage TikTok interactions?

Once the account is integrated, TikTok interactions entering through the configured routing point can be sent to agents according to flow design.

In wolkvox Agent, TikTok is managed as an interaction channel.

Interactions can include posts with multimedia content, such as videos or images, along with comments made by users.

When the agent opens an interaction, they can view:

• The user who made the comment.
• The related post.
• The comment that triggered the interaction.
• The multimedia content associated with the post.
• Other comments visible within the context of the post.

Respond to a TikTok comment

To respond:

1. Open the received interaction. Click “Reply”.
2. Write your message in the available field. Click “Send”.

The response will be sent to the interaction associated with the TikTok comment.

This allows agents to handle user comments directly from wolkvox Agent without needing to manage each interaction on TikTok.

Other available actions

TikTok interactions can also be managed using standard wolkvox Agent interaction management features. Depending on service needs, it is possible to:

• Archive the interaction.
• Transfer it to another agent.
• Transfer it to a skill or agent queue.
• Continue responding to comments associated with the interaction.

Code a TikTok interaction

Upon completing the interaction, the agent must code the interaction to record its outcome.

In the Code Interaction window:

1. Select the corresponding activity code.
2. Enter a comment with management details, when applicable.
3. Click “Code and send”.

Coding classifies interaction outcomes and preserves useful information for follow-up and subsequent service analytics.

How to monitor TikTok interactions from wolkvox Manager?

Supervisors can also view TikTok interactions from the wolkvox Manager Dashboard.

Go to: Dashboard > Chat & Interactions > Interactions

In wolkvox Manager Web, the Dashboard section is identified as Dashboards.

The table displays pending interactions assigned to each agent. Available information includes:

• Agent.
• Number of pending interactions.
• Age of the oldest pending interaction.
• Channels where the agent has open interactions.

When an agent has pending TikTok interactions, the TikTok icon is displayed alongside the corresponding quantity.

View an agent's interactions

Click on the agent you wish to view.

A window displaying their active interactions will open, where you can view details such as:

• Channel.
• Customer.
• Subject.
• Creation date.

Select a TikTok interaction to open its details.

From this view, you can check interaction content and post context. This visualization is for monitoring purposes; responding to the interaction is done from the agent service environment.

You can also use the Transfer option to reassign the interaction to another agent or send it to a skill, based on operational needs.

New tab for general chat settings

Access to general chat settings has been redesigned: Omni Channel settings move from a compact modal to a dedicated full-screen interface within wolkvox Manager.

Settings apply to all connected channels (Web Chat, WhatsApp, Facebook Messenger, Instagram, Teams, Telegram) and include: inactivity timeouts and notifications, automated messages, FAQs, satisfaction surveys, chat transfer, tags, SLA alerts, among others.

Benefit

Better configuration experience: more space and clarity than the previous modal.

Turbo Text

wolkvox Turbo Text is an artificial intelligence assistant integrated directly into wolkvox Manager that allows you to create, transform, and optimize texts while configuring the platform, without needing to copy content into an external tool.

Turbo Text works on editable text fields within wolkvox Manager. When users select a compatible field, they can open the assistant, write or dictate an instruction, and receive a new content version. The generated output can be reviewed before replacing original text.

Additionally, Turbo Text maintains a history of up to 10 versions, allowing users to navigate between different results or revert to original content before permanently applying changes.

What is Turbo Text used for?

Turbo Text is designed to streamline configuration tasks requiring text drafting, adjustment, or transformation. It can be used, for instance, to refine AI instructions, communication templates, TTS messages, descriptions, SQL queries, and other compatible text fields available in wolkvox Manager.

Instead of rewriting full content from scratch, you can start from existing text and instruct Turbo Text on what to do with it: clarify it, summarize it, expand it, change its tone, reorganize it, or add new instructions.

This way, Turbo Text helps reduce drafting time and allows performing multiple iterations without leaving the configuration screen you are working on.

How does Turbo Text work?

Turbo Text enables dynamically when you select a compatible text input field in wolkvox Manager.

The assistant takes the text already present in that field as a starting point. From there, it receives user instructions and generates a new draft using Artificial Intelligence.

For example, if a field contains instructions for wvx Copilot, you can instruct Turbo Text:

“Improve this prompt”

Turbo Text will use existing content as context and generate a new version retaining original intent while applying the requested instruction.

The new version does not automatically replace form content. You can review it first and decide whether to apply it.

How to use Turbo Text?

1. Select a compatible text field: Access the wolkvox Manager section you want to work on and click on the text field you wish to create or edit. Turbo Text enables when the selected field supports this feature.
2. Open Turbo Text: Click the Turbo Text icon located in the top bar of wolkvox Manager. A floating window will open over the current screen.

• Review source content: The top of the window displays the text Turbo Text is working on. This corresponds to the content available in the selected field.
• Write the instruction: In the field at the bottom, write what you want to do with the text. You can request, for example, to rewrite, summarize, expand, or make it more precise. Once the instruction is typed, press Enter to process it.
  • Use voice dictation if preferred: You can also use the microphone icon to dictate the instruction. Turbo Text will transcribe the audio to use as a prompt for new content generation.

1. Review generated result: Turbo Text will display the new output at the top of the window. Content will not yet be applied to the original field, allowing you to review it before accepting changes.
   • Navigate between versions: Navigation controls allow scrolling through generated versions. Turbo Text maintains a history of up to 10 iterations, including returning to original content to compare results or recover an earlier version.
2. Apply selected version: When you find the result you wish to use, click the checkmark approval icon in the top right corner of the Turbo Text window.

The selected text will replace the content of the original field in wolkvox Manager.

Version history

Turbo Text allows making multiple requests on the same content without losing previous versions immediately.

Each new generation is added to history, and you can use navigation controls to review prior results. History supports up to 10 versions, making it easy to compare drafts and restore previous text if a new iteration does not meet expectations.

It is also possible to revert to original content before applying any generated option.

When does Turbo Text appear?

Turbo Text availability depends on the field you are working with. The assistant activates contextually when users select a compatible editable text field.

This avoids keeping extra tools permanently open in the interface and allows using AI assistance only when performing drafting or configuration tasks.

Scenarios where it can be used include creating or adjusting:

• Instructions and prompts for AI features.
• SMS, email, or WhatsApp templates.
• Messages and text used in TTS configurations.
• Operational descriptions and content.
• SQL queries used in compatible configurations.
• Other text input fields enabled for Turbo Text.

Turbo Text thus allows working on content directly inside wolkvox Manager, performing multiple iterations using Artificial Intelligence, and applying only the version you wish to keep.

Real-Time Speech Analytics

Real-Time Voice of the Customer (Real-Time Speech Analytics) is an advanced supervision dashboard integrated into the Dashboard → Agents module of wolkvox Manager, designed to monitor active voice interactions at the exact moment they occur. The feature consolidates key real-time metrics (active calls, calls at risk, and average sentiment) alongside a dynamic list of up to 80 live calls. Upon selecting an interaction, supervisors access a detailed panel including live transcription (Live Transcript), progressive summary (Live Summary), sentiment/risk timeline, and historical customer profile (Customer Memory).

Benefits

• Timely Risk Intervention: Immediately identifies calls at High or Critical risk levels so supervisors can act via Coaching or Conference before the interaction ends.
• Real-Time Operational Visibility: Provides an accurate read on customer sentiment and active call risk through visual indicators and consolidated metrics.
• Centralized User Experience: Combines live transcription, customer memory (Customer Memory), and telephony control tools on a single screen, eliminating module switching.
• Enriched Business Context: Offers instant access to customer profiles, historical metrics (CSAT, FCR, NPS), and prior notes to make informed decisions during the call.

Official documentation

Click [here] to read the official documentation for this feature.

Agent - Copilot Real Time

It is an integrated cockpit in AgentBox providing intelligent real-time assistance to agents during active calls with wolkvox Real-Time Speech Analytics (VOC RT). Automatically loading call ID and selected knowledge domain, the interface displays a three-column panel showing live conversation transcription, dynamic cards with contextual suggestions and guides, and continuous sentiment and risk level analysis with respective alerts and recommendations. Additionally, the system automates operational tasks by suggesting comment documentation, optimizing agent workflow without requiring manual requests.

Benefits

• Automated Contextual Assistance: Displays real-time recommendations and operational guides based on conversation context and domain knowledge base without requiring agents to search manually.
• Proactive Sentiment Management: Alerts agents to tone changes and call risk levels, delivering immediate recommendations on conflict mitigation actions.
• Continuous Customer Visibility: Maintains a smooth live transcript (including currently spoken phrases) to prevent context loss during handling.

Official documentation

Click [here] to read the official documentation for this feature.