Automations

With this guide, you will learn all the essential concepts related to the various automations you can use in uContact.

Outbound Hub

What is an Outbound Hub?

An Outbound Hub is an automation that allows the creation of outbound interactions for different channels (Telephony, SMS, WhatsApp, and Email) in bulk, without agents having to do it manually.

What is a list?

A list is what the Outbound Hub uses to create interactions. Essentially, it is the list of customers who will be contacted via a call, an SMS, a WhatsApp message, or an email, depending on the channel being used. Multiple lists can be uploaded to a single Hub.

What is the priority of a list?

Each list uploaded to the Outbound Hub can be assigned a priority percentage so that the Hub processes some lists faster than others. The sum of all the lists must always add up to 100%.

What is list recycling?

Once an Outbound Hub has processed a list, it can be recycled, either manually or automatically. Recycling involves filtering the processed contacts by certain dispositions to generate a new list with these contacts so they can be called again. For example, recycling all contacts that had a "NO ANSWER" disposition.

What is AMD?

AMD (Answering Machine Detection) identifies calls answered by an answering machine to prevent them from reaching the campaign and being handled by agents.

What is an IVR?

An IVR (Interactive Voice Response) is an automation that allows customers to interact with a system through predefined options and audios. Customers can perform various actions, such as obtaining information, making inquiries, or being directed to an agent.

What is a Bot?

A bot is an automation that can resolve customer queries without the need for an agent. Besides answering questions, a bot can collect customer information to prepare the interaction before transferring it to an agent, ensuring that the agent has all the necessary data to continue the conversation efficiently. Bots can be used on multiple channels and at the start or end of the interaction, depending on the bot's objective.