Voice

12. Total control, traceability, and security in every change

The new Template Versioning feature introduces a robust version control system that enables teams to manage changes in a secure, auditable, and reversible way, ensuring stability and confidence in the product’s evolution.

This feature is designed for organizations that require control, visibility, and immediate recovery capabilities when handling critical templates, without losing the history of what occurred.

11. Retries: Strategic configuration of the call stack

Retries are not an automatic persistence mechanism. They are a strategic tool for control, efficiency, and respect for the contact’s experience, designed to maximize connection rates without generating friction or fatigue.

This module allows you to define how many retries are executed per stack, when they run, and from which numbers, transforming failed attempts into real new conversation opportunities.

10. Agent voice and personality

Selecting the agent’s voice and personality is not an aesthetic element; it is a strategic decision that directly impacts engagement, human perception, and drop-off rate.

A properly chosen voice allows you to:

9. Results: How many calls did the agent actually process?

In this module, you will find the results of all completed calls, allowing you to evaluate the agent’s performance from a macro perspective:

• Total number of calls processed.
• Distribution by result type (answered, failed, IVR, unanswered, duplicated, busy, postponed by offset - outside business hours).
• The agent’s real effectiveness within the stack.

This guide details the configuration process of a Voice Agent in Rootlenses, ensuring that all elements (business rules, COT, voice, and telephony) are aligned before mass execution. Finally, the operational call flow is simulated based on the possible outcomes.

8. Initial agent configuration checklist

Before uploading contacts and launching the campaign, it is essential to validate the following components, which are mainly managed in the Rules section and in the Agent Information: