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How to configure Voximplant Kit settings

In the Settings section, you can configure the most important settings necessary for your Voximplant Kit account.

Important

If Contact Center is disabled, the system provides access only to the Tags section. To use other sections, you need to send a request to get a 14-day trial or full version of Contact Center. To send a request, click Get contact center, fill in the appropriate fields, and click Send request.

Access to the Voximplant Kit sections and available permissions depend on the role assigned to you. The Owner role provides full access to all sections of the Voximplant Kit account and available permissions. The Admin role provides full access to all sections of the Voximplant Kit account and available permissions, except refilling the balance and changing general settings. The Supervisor role provides access only to the Contact Center sections and limited permissions. The Agent role provides access only to the Workspace section and limited permissions.

General settings

To configure call permissions, do the following:

  1. Log in to your Voximplant Kit account.

  2. On the left sidebar, click Settings > General. The General window opens.

  3. In the General permissions tab, activate outbound calls.

  4. Select the default number from the Caller ID drop-down list.

  5. If you want to allow agents to change the caller id, activate the Agents can change Caller ID for outbound calls via Softphone toggle.

  6. To record the outbound calls, activate the Outbound call recording toggle.

  7. Select the record storage period from the drop-down list.

  8. Select the notification type from the drop-down list. Depending on the type of the notification (audio or text to speech), do the following:

  • For the audio record type, upload an audio file or select an existing record from the drop-down list.

  • For the text to speech type, configure the synth language, voice, and spoken text.

General settings
  1. To set the audio record that is played when the client is on hold, activate the Audiorecord on hold toggle. After you activate it, upload the audio file or select an existing record from the drop-down.

Configuring users

To add a new user to a role, do the following:

  1. On the left sidebar, click Settings > Users. The Users window opens.

You can add users both on the All and Invited tabs.

  1. To add a user, click Add Users.

  2. Select Invite from the drop-down list.

  3. Enter the email into the Email addresses field.

  4. Select the required role.

  5. Add required skills, if needed.

Invite a user
  1. Bind the user to a queue, if needed.

  2. Click Send Invite.

You can upload the list of users by using Import in the drop-down list.

  1. Select Import from the drop-down list.

  2. In the Upload file with contacts window, click Upload.

  3. Select the required file and click Open.

  4. Click Next. The system validates emails from the file and adds them to the list.

Note

Upload a .XLS or .XLSX file, which consists of one row with a contact email in each line.

To edit the user, do the following:

  1. Next to the user, click the three dots menu.

  2. Click Edit user.

  3. In the Edit users window, edit the necessary settings.

  4. Click Save changes.

You can also move the agent from one queue to another or notify.

To edit multiple user accounts at once, do the following:

  1. While you are still viewing the Users window, select the user accounts you want to edit.

  2. From the Edit selected drop-down list, select the action you want to perform.

Mass update
  1. Click Save changes.

In the Archived tab, you can review all inactive users. Click the user to review the user statistics.

Configuring queues

Create a queue to distribute inbound calls and messages. To create a queue, do the following:

  1. On the left sidebar, click Settings > Queues. The Queues window opens.

  2. Click Create queue.

  3. In the General tab, enter the name of the queue, its description, and add users.

  4. In the Calls tab, configure the following settings:

  • Agent priority strategy

  • Request priority strategy

  • Maximum waiting time

  • Maximum queue size

  • Agents can decline or end external calls

  • Auto-Answer Calls

  • Afterservice time limit

Queue configuration
  1. In the Messaging tab, configure the following settings:
  • Agent priority strategy

  • Request priority strategy

  • Maximum waiting time

  • Maximum queue size

  • Maximum reaction time

  • Maximum chats

  • Maximum agent silence time

  • Maximum client silence time

  • Auto replies for a queue or agents

Queue configuration
  1. Click Create.

You can also edit the existing queue. To do so:

  1. Click the three dots menu next to the queue you need.

  2. Select Edit from the drop-down list.

  3. Edit the necessary settings.

  4. Click Save changes.

Creating skills

You can create, rate, and assign different skills to the users of Voximplant Kit.

To create a skill, do the following:

  1. On the left sidebar, click Settings > Queues. The Queues window opens.

  2. Click Create skill.

  3. Enter the name and description of the skill.

  4. Click Create.

After you create the necessary skill, you can assign this skill to the agent you want. To assign the skill, do the following:

  1. Click Settings > Users.

  2. Next to the user you need, click the three dots menu and click Edit user.

  3. In the Add skills section, select the required skill from the drop-down list and rate it.

  4. Click Save changes.

Configuring channels

Configure a channel to receive messages from your clients.

Learn here how to configure each channel.

To edit or delete the channel, click the three dots menu next to the channel you need and select the required option from the drop-down list.

Configuring tags

You can configure tags to have an opportunity to add them to specified calls or chats based on the properties. To configure a tag, do the following:

  1. On the left sidebar, click Settings > Tags. The Tags window opens.

  2. Click Create tag.

  3. Enter the name and description of the tag and set the necessary color.

  4. Click Create.

You can assign the tag to the call by using the Call Tagging block.

Learn here how to use the block.

Important

You can add a tag to a chat or a call directly from your workspace. To do so, click Tags settings in the Conversation tags card in the chat or call window.