Creating voicebot campaign

Creating a phone campaign involves two stages:

1. Preparing the voicebot structure
2. Configuring the phone campaign – its recipients, duration, etc.

Preparing the voicebot structure

The voicebot structure is built in the “Structure” panel. The rules for creating it are similar to those for a chatbot, but not all block elements are available. Focus on completing the “Audio” tab in each block element using the following format:

<speak> Your message. </speak>

Once the “Audio” tab is filled, the bot will ignore any text entered in the “Text” tab and will not use it during calls. However, the messages visible in the inbox come from the “Text” tab, so it’s important to keep the text in both places consistent.

Available blocks

Recommended blocks to use are:

• Message with buttons – where you define the content the voicebot will read aloud; configuring buttons is not necessary.
• Conditions – used to determine what the user should hear based on specific conditions.
• Questions – just like in a chatbot, this block element can be used to ask questions and store the user’s answers in variables.

Actions

To create a scenario that responds to different user messages, use actions. Actions can also store user data. Useful actions for a voicebot include:

• Random text – selects one of the specified messages at random.
• Save user data – assigns specific values to indicated variables when the user enters a given block.

IVR

The IVR function allows you to configure tone dialing, assigning specific actions to certain phone keys. For example, IVR can be used to:

• Respond to a question,
• Redirect a call to a consultant,
• Assign a specific conversation path.

To use IVR in your bot, remember to select the appropriate settings in the voicebot configuration.

Custom recordings

If you prefer not to use the platform’s default voices, you can use your own audio recordings in the voicebot. To do this, in the “Audio” tab of the message with buttons, add the URL to the recording. Make sure to format it correctly for the voicebot to play the file properly:

<speak> <audio src="https://yourdomain.com/recording1.mp3"></audio> </speak>

The files must be in .mp3 or .wav format.

Use the “Text” tab to enter the content that the voicebot will read aloud. While this won’t affect the configuration, it will help you navigate the voicebot structure without having to play each recording.

Configuring the phone campaign

Campaign data

At this stage, define the basic information about your phone campaign:

• Campaign name – cannot exceed 80 characters.
• Start from block – defines the opening block of the campaign.
• Interval between retries (in hours) – sets how often the voicebot should call when the user doesn’t answer, the line is busy, or voicemail is detected. The maximum interval is 72 hours.
• Number of call attempts – defines how many times the system will try to contact the user if the call is unanswered. A maximum of 5 attempts is allowed.
• Calling number – specifies the phone number the campaign will use; it’s set in the voicebot configuration.

Duration

Here, set the start date and time for the campaign, as well as the days and hours during which calls should be made. You can also specify an end date for the campaign.

If no end date is set, calls will continue until the last number in the campaign has been contacted. If an end date is set, calls will stop on that date, even if not all contacts have been reached.

Calls are made concurrently, depending on the number of simultaneous conversations allowed by the bot’s configuration. For example, if 5 channels are available, up to 5 calls can be made simultaneously from the same phone number.

Recipients

In the “Recipients” view, you add the people who will receive phone calls. You can import contacts from a .csv file or add them manually.

Each record must include a phone number for the campaign to work correctly. The table can also store additional information about the contacts (e.g., name), which will be saved to the indicated variables.

The phone number format must be in the form of +48XXXXXXXXX.

If there are duplicates in the .csv file or spreadsheet, a notification will appear on the left panel.

The allowed countries for the phone campaign can be defined under Integrations → Voicebot.

Success

At this stage, define the success metrics for the campaign. For example:

• Answered calls, if you just want to verify the correctness of the data,
• Calls that end with a transfer to a consultant to finalize an agreement,
• Completion of the entire bot scenario and collection of specified data.

Success is defined using variable names, without specifying their values. You set the values in the bot structure by assigning a variable to an event that represents success from the customer’s perspective. Success could be completing the scenario, providing data, or validating a phone number. The success variable should have a value of 1 when success is achieved, and 0 when the desired information is not obtained.

You can import success metrics from another bot or export them to a .json file.

Report

At this stage, you can define variables related to the calls, which will be visible in the report but will not affect the call’s success. Defining these variables is optional.

Summary

The campaign summary contains all the key information about the campaign configuration. Before confirming the campaign, you can quickly check if the configuration is correct.

Managing the campaign

You can:

• Pause an active campaign if you need to stop the voicebot or make changes,
• Resume a paused campaign,
• Delete a paused or completed campaign.

You can only delete a paused campaign. If the campaign is still active, you need to pause it first.

Campaign statuses

An outbound campaign can have one of the following statuses:

• Pending – the campaign is waiting for the first outbound call.
• In progress – calls are actively being made by the voicebot.
• Paused – the campaign has been manually paused by the user.
• Completed – all planned calls have been made, or the campaign end time has passed.

Inbox and tickets

All calls are visible in both the inbox and the “Tickets” view.

Inbox

In the inbox, you will find the conversation transcript along with the events that occurred between messages. You’ll see:

• The message content defined in the “Text” tab,
• The user’s responses,
• Events such as:
  • Type of call (incoming or outgoing),
  • User profile updates,
  • No-response events,
  • Call disconnection reason (whether it was by the bot or the user),
  • A link to the call recording.

Tickets

Every phone call handled by the bot is also visible in the “Cases” panel. You can check the status of the case, the person called, or the date of the last update.