Manager Panel

The Manager Panel is the administrative hub of Voki, where Owners, Managers, and Supervisors monitor the entire video customer service operation in real time. Access is available through the sidebar menu after logging in, and all features are organized in intuitive sections.

Who can access?

Access to the panel's features depends on the user's role. See the table below to understand what each role allows.

Role Hierarchy

Role	Access
Owner	Full access, including plan settings, billing, and branding
Manager	Full access to the management panel, reports, and settings
Supervisor	Access to reports, departments, links, monitoring, and call supervision
Attendant	Access only to the Workstation (cannot view the Manager Panel)

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Dashboard

The Dashboard is the main screen of the management panel. It provides a consolidated, real-time view of the entire customer service operation, enabling managers to make quick and informed decisions.

When you access the Dashboard, you'll find the key performance indicators (KPIs) at the top of the page, followed by trend charts and the list of attendants with their respective statuses.

Real-Time Indicators (KPIs)

KPIs are updated automatically every few seconds, with no need to reload the page:

Indicator	Description
Active Calls	Number of calls currently in progress
Online Attendants	Number of attendants connected and available
Clients in Queue	Number of clients waiting for service
Average Wait Time	Average time clients wait before being served
Abandonment Rate	Percentage of clients who leave the queue before being served

Charts and Attendants

At the bottom of the Dashboard, you'll find hourly call volume charts and a table showing each attendant's real-time status.

Real-time data

All Dashboard data is updated automatically via WebSocket. You don't need to reload the page to see the latest information.

WebRTC Quality Indicators

The Dashboard also displays technical quality indicators for active video connections:

• Average latency — round-trip time for media packets
• Packet loss — percentage of media packets lost in transmission
• Resolution and bitrate — video quality being transmitted in each call

Quality alert

If average latency exceeds 200ms or packet loss is above 5%, call quality may be compromised. Check the attendant's or client's internet connection.

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Operations

The Operations page provides a real-time view of the service operation, with live performance metrics and a detailed panel showing the status of each workstation. It is the ideal screen for supervisors who need to monitor day-to-day operations.

Live Metrics

Metric	Description
Engagement Rate	Percentage of attendants actively on a call at the moment
Availability	Percentage of attendants with "online" status and available to receive calls
Call Volume	Number of calls received per hour and per minute
Average Handle Time (AHT)	Average duration of completed calls in the selected period

Workstation Monitoring

Monitor each attendant's status in real time:

Status	Description
Online	Attendant connected and available to receive calls
On Call	Attendant actively on a call with a client
Paused	Attendant connected but temporarily unavailable
Away	Attendant who has not responded to the heartbeat for more than 120 seconds
Offline	Attendant disconnected from the platform

How does presence detection work?

The system sends heartbeats every 60 seconds. If an attendant does not respond for more than 120 seconds, they are automatically marked as "away," ensuring the presence list reflects the actual status of the operation.

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Reports

The Reports page offers detailed historical analysis of service performance. Use the filters to segment data by period, attendant, department, and call status.

Available Metrics

• Average Call Duration — average time per call
• Customer Satisfaction (CSAT) — average satisfaction score (1 to 5 scale)
• NPS (Net Promoter Score) — promoters vs. detractors score (0 to 10 scale)
• Conversion Rate — percentage of calls that resulted in a business conversion
• Completed vs. Missed Calls — ratio of successfully completed calls to abandoned/missed ones
• Performance by Attendant — individual ranking with all the above metrics

How to Use Filters

1. At the top of the page, select the desired period (start and end dates)
2. Optionally, filter by attendant, department, or call status
3. Charts and tables will update automatically as filters are applied

Default period

If no period is selected, the system displays data from the last 30 days.

Data Export

On plans that include CSV export functionality (Professional and Enterprise), you can export filtered data for external processing:

1. Apply the desired filters
2. Click the "Export CSV" button
3. The file download will start automatically

Available export formats

• Calls: complete history with all fields
• Clients: client database with contact details and history
• Access Links: generated links with status and tracking

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Analytics

The Analytics page presents advanced visualizations of service trends and patterns, allowing you to identify improvement opportunities and optimize the operation.

Hourly Trends

A chart showing call volume and wait time distributed by hour of the day, allowing you to identify:

• Peak hours — when demand is highest
• High abandonment periods — times when clients drop off more frequently
• Low demand windows — opportunities for training or breaks

Daily and Monthly Trends

Track the evolution over time of metrics such as:

• Total call volume
• First contact resolution rate
• Customer satisfaction (CSAT)
• Average handle time (AHT)

Performance by Attendant

Comparative table with individual metrics for each attendant:

Metric	Description
Calls handled	Total calls completed by the attendant
Average handle time	Average duration per call
Average CSAT	Weighted average of customer satisfaction
Average NPS	Weighted average of Net Promoter Score
Conversion rate	Percentage of calls converted into business

Weighted averages

Averages are calculated using weighted means, taking into account each attendant's call volume to avoid statistical distortions. Attendants with more calls carry greater weight in the calculation.

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BI Dashboard

The BI Dashboard offers advanced business intelligence visualizations, consolidating data from multiple sources into interactive panels for strategic analysis.

Features

• Comparative charts — compare periods, departments, and attendants side by side
• Heat maps — visualize time and volume patterns intuitively
• Trend analysis — identify seasonal and growth patterns
• Key indicators — consolidated KPIs with goals and visual alerts

Optimized performance

The BI Dashboard data is powered by materialized views that are automatically updated every 15 minutes, ensuring query performance without impacting the main database.

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Departments

Departments are the organizational units of customer service. Each department has its own client queue, team of attendants, and specific settings. It is the central element for organizing service delivery in Voki.

Create a Department

1. In the sidebar menu, click "Departments"
2. Click the "New Department" button
3. Fill in the fields in the form that appears:

4. Name — department name (e.g., "Technical Support," "Sales")
5. Description — brief description of the department's function
6. Logo — optional image for visual identification in the waiting room
7. Click "Save"

Department limit

The maximum number of departments depends on your plan. When the limit is reached, the system will display an alert with options to contact the sales team for an upgrade.

Edit a Department

1. In the department list, click on the department you want to edit
2. On the editing page, you can modify:
   • Basic data — name, description, and logo
   • Queue settings — maximum size and wait time limit
   • Enabled features — specific features for the department
   • Recording policy — whether recording is optional or mandatory
   • Default background — default virtual background for the department's calls
3. Click "Save" to confirm the changes

Assign Attendants to a Department

1. On the department editing page, go to the "Attendants" section
2. Use the selector to add or remove attendants
3. An attendant can belong to more than one department simultaneously

Call distribution

Attendants will only receive calls from the departments they are assigned to. Make sure each department has enough attendants for the demand.

Delete a Department

• Departments without call recordings can be deleted normally
• Departments with call recordings cannot be deleted due to audit and legal compliance requirements

Audit protection

Departments that have call recordings cannot be deleted. This restriction exists to ensure the integrity of the service history. If you no longer wish to use the department, you can deactivate it instead.

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Sectors

Sectors allow you to organize departments into hierarchical groupings, making it easier to manage larger operations with many departments.

Features

• Create sectors — define logical groupings (e.g., "Sales," "Post-Sales")
• Hierarchy — sectors can contain sub-sectors
• Association — link departments to sectors for visual organization and in reports

Organization Example

Sector: Sales
  ├── Department: Individual Sales
  └── Department: Corporate Sales

Sector: Support
  ├── Department: Level 1 Support
  └── Department: Level 2 Support

When to use sectors?

Sectors are especially useful when the company has more than 5 departments and needs to organize them into categories for easier navigation and reporting.

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Vendors

The Vendors feature allows you to register and manage third-party companies that provide service delivery for your operation. This is essential for companies that use external teams or BPOs (Business Process Outsourcing).

Register a Vendor

1. In the sidebar menu, click "Vendors"
2. Click the "New Vendor" button
3. Fill in the required fields:
   • Company Name — the vendor company's legal name
   • Tax ID — company registration document
   • Contact — responsible person's email and phone number
4. Click "Save"

Assign Attendants to a Vendor

1. On the vendor page, go to the "Attendants" section
2. Select the attendants who belong to this vendor
3. This association allows you to track in reports which calls were handled by outsourced teams

Management

• View the complete list of vendors and their linked attendants
• Edit registration information at any time
• Disassociate attendants when the vendor contract ends

Traceability

Associating attendants with vendors allows you to generate segmented reports comparing internal vs. outsourced teams, facilitating performance and cost analysis.

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End Clients

The End Clients module allows you to manage the end clients served by your outsourced vendors. It complements the Vendors section by providing visibility into the complete service chain.

Features

• Registration — register your vendors' end clients
• Association — link end clients to their respective vendors
• Traceability — track the service history per end client
• Reports — view service metrics segmented by end client

Complete chain visibility

By combining Vendors + End Clients, you gain full visibility into outsourced operations: who delivers the service, who they serve, and at what quality level.

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Attendants

In this section, you manage all platform users — attendants, supervisors, and managers. This is where you create accounts, define roles, and assign users to departments.

Create an Attendant

1. In the sidebar menu, click "Attendants"
2. Click the "New Attendant" button
3. Fill in the form:

4. Full name — name that will be displayed in calls and reports
5. Email — will be used as the login credential
6. Initial password — set a secure password for the first access
7. Role — select the access level:
   • Attendant — access only to the Workstation
   • Supervisor — access to the Workstation and part of the Management Panel
   • Manager — full access to the Management Panel
8. Click "Save"

Email invitation

The new attendant will receive an invitation email with their access credentials and a direct link to the platform.

Attendant limit

The maximum number of attendants depends on your plan. When the limit is reached, the system will display an alert indicating the need for an upgrade.

Activate and Deactivate Attendants

• Attendants can be temporarily deactivated without deleting the account
• Deactivated attendants cannot log in
• Deactivating an attendant frees up a slot within the plan limit
• To reactivate, simply go to the attendant's profile and click "Activate"

Assign to Departments

1. On the attendant's detail page, locate the "Departments" section
2. Select one or more departments the attendant should be assigned to
3. The attendant will only receive calls from the selected departments

Orphan attendant protection

The system does not allow removing the last department from an attendant or supervisor. Every user with a service role must be linked to at least one department to ensure they can receive calls.

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Calls

The Calls page presents the complete history of all calls made on the platform, with advanced filters and access to the details of each interaction.

Search and Filters

Use the filters at the top of the page to find specific calls:

1. Status — filter by: waiting, in progress, completed, missed, or transferred
2. Period — select start and end dates
3. Attendant — filter by responsible attendant
4. Department — filter by department
5. Client — search by client name or email

Call Details

When you click on a call in the list, a side panel displays all detailed information about the interaction:

The panel includes:

• General information — date/time, duration, status, and protocol number
• Participants — attendant and client with their contact details
• Tags — classifications applied during or after the call
• CSAT Rating — satisfaction score and client comments
• Attendant notes — notes made during the call
• Transcript — full conversation text (when available on the plan)
• AI Summary — automatic summary generated by artificial intelligence
• Manager notes — observations added by managers after the call

Transcript and AI Summary

Availability

These features are available on plans that include AI transcription and summary features.

• Transcript — full text of the call, automatically generated during the conversation. Each speech segment is identified with the participant's name and timestamp
• AI Summary — automatic analysis of the call content, including key points discussed, required actions, and client sentiment analysis

Both are accessible directly in the call detail side panel.

Manager Notes

Owners, Managers, and Supervisors can add manager notes to completed calls. These notes are useful for attendant feedback, quality observations, or follow-up.

How to add a manager note:

1. Access the details of a completed call
2. Scroll to the "Manager Notes" section
3. Type your observation and click "Add Note"

Notes are permanent

Manager notes are append-only: each note is recorded with a date/time and author name. Previous notes cannot be edited or removed, ensuring the integrity of the history for audit purposes.

Automatic Client Creation

When a client enters the service queue (via Access Link or Widget), the system automatically:

1. Searches for the client by the email provided in the pre-service form
2. If already exists, increments the total calls counter (total_calls)
3. If not found, creates a new client record with name, email, and phone number

Client database always up to date

This automation ensures the Clients module is always up to date with all completed interactions, without the need for manual registration.

Recording Download

For recorded calls, the "Download Recording" button allows you to download the video file:

Feature	Detail
Format	WebM
Maximum size	200 MB per recording
Retention	30 to 365 days, depending on the plan
Availability	Plans that include recording (Starter and above)

Recording Consent

Before starting a recording, the system requests the client's consent to ensure compliance with LGPD (Brazilian Data Protection Law):

1. The attendant clicks "Record" during the call
2. The client receives a consent request notice on their screen
3. The client can Accept or Decline the recording
4. If the client declines, the attendant can resend the request

Mandatory recording

In departments configured with a mandatory recording policy (recording_policy = full):

• Consent is automatically requested when the call starts
• If the client declines, the call is terminated
• The consent status is recorded in the history

Call Reconnection

If a participant loses their connection during an active call:

1. The system grants a 60-second grace period
2. The other participant sees a "Reconnecting..." screen with a countdown
3. If reconnection happens within 60 seconds, the call resumes automatically
4. If the timer expires, the call is terminated with a disconnect status

Reconnection record

The disconnected_at and reconnected_at fields are recorded in the call history for auditing and connection quality analysis purposes.

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Schedules

The Schedules module allows you to schedule callbacks and future calls with clients, ensuring that no follow-up is forgotten.

Create a Schedule

1. In the sidebar menu, click "Schedules"
2. Click the "New Schedule" button
3. Fill in the fields:
   • Client — select an existing client or register a new one
   • Date and time — when the call should take place
   • Department — department responsible for the service
   • Attendant — designated attendant (optional)
   • Notes — relevant information for the call
4. Click "Save"

Automatic conflict checking

The system automatically checks whether the chosen time conflicts with another schedule for the same attendant. If there is a conflict, an alert message will be displayed.

Schedule Statuses

Each schedule can have the following statuses:

Status	Description
Pending	Schedule created, awaiting confirmation
Confirmed	Schedule confirmed by the attendant or manager
Completed	Scheduled call was successfully completed
Canceled	Schedule was canceled
No-show	Client did not attend at the scheduled time

View Options

Schedules can be viewed in two formats:

• List — table with all schedules, filters, and sorting
• Calendar — day, week, or month view

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Clients

The Clients module works as a basic integrated CRM, storing information about clients who use the video service. The database is automatically populated with each interaction.

Client Database

The client database is automatically populated when a client accesses the service room and fills out the pre-service form. Managers can also register clients manually.

Search

Search for clients by:

• Name — partial search (e.g., "smith" finds "Smith," "Smithson," etc.)
• Email — search by email address
• Phone — search by phone number

Interaction History

On a client's detail page, you can view:

• All previous calls with dates and statuses
• CSAT/NPS ratings left by the client
• Tags applied to calls
• Internal notes recorded by attendants

Tags and Notes

• Add tags to clients for classification (e.g., "VIP," "Complaint," "Hot Lead")
• Record internal notes with relevant information for future interactions

Client Merge

If the same client has been registered more than once (with different data), you can perform a merge:

1. Select the duplicate records
2. Use the "Merge Clients" function
3. The system consolidates the history into a single record, preserving all calls and ratings

Irreversible action

Client merging is an irreversible action. Carefully review the records before confirming the merge.

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Access Links

Access Links are URLs you send to clients so they can access the video service room. They are the primary means of connecting your company with clients.

Link Types

Type	Description
Single use	The link expires after being used once
Reusable	The link can be used multiple times (ideal for permanent links on websites)
Scheduled	The link only works at a specific time

Create a Link

1. In the sidebar menu, click "Access Links"
2. Click the "New Link" button
3. In the modal that appears, select:

4. Department — which department the client will be directed to
5. Type — single use, reusable, or scheduled
6. Expiration — expiration date (optional)
7. Click "Generate"

The system generates a URL in the format:

https://voki.avanter.com.br/call/{token}

Send this link to the client via email, WhatsApp, SMS, or any other communication channel.

Batch Generation

To create multiple links at once:

1. Click "Batch Generate"
2. Enter the desired number of links
3. Select the department and type
4. The system generates all links and makes them available for download as a list

Tracking

For each link, you can view:

• How many times it was accessed
• Whether it has been used (for single-use links)
• Date and time of each access
• Status: active, used, expired, or canceled

Automatic Link Sending

Each link has a "Send" button that opens a modal for automatic delivery:

1. In the link list, click the "Send" button for the desired link
2. Select the channel: Email, SMS, or WhatsApp
3. Enter the recipient (email address or phone number with area code)
4. Optionally, customize the message
5. Click "Send"

Prerequisite

The selected channel's provider must be configured in the Notification Providers section. SMS and WhatsApp channels are available only on Professional plans and above.

Invite Participant During Call

In the Workstation, during an active call, the attendant can click the "Invite Participant" button in the control bar to send an access link via Email, SMS, or WhatsApp directly, without leaving the call.

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Dial Lists

Dial Lists allow you to organize contact lists for outbound call campaigns, facilitating the work of teams that proactively reach out to clients.

Features

• Create lists — organize contacts into themed lists (e.g., "January Campaign," "Pending Callbacks")
• Import contacts — add contacts manually or via import
• Track progress — see how many contacts have already been reached in each list
• Distribute — assign lists to specific attendants or departments

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Tags

Tags allow you to classify calls and clients flexibly, creating custom categories for analysis and organization of interactions.

Create Tags

1. In the sidebar menu, click "Tags"
2. Click the "New Tag" button
3. Define:
   • Name — descriptive text (e.g., "Sale Completed," "Technical Issue")
   • Color — color for quick visual identification
   • Parent tag — optional, to create a tag hierarchy

Tag Hierarchy

Tags can be organized in a tree structure (parent/child):

Service
  ├── Technical Support
  │     ├── Bug
  │     └── Question
  └── Sales
        ├── Sale
        └── Quote

Usage in Calls

Tags are applied at three points:

1. During the call — by the attendant in the Workstation
2. At finalization — through the call closing modal
3. Afterwards — by the manager on the call details page

Reports by tag

Tags appear in reports and Analytics, enabling segmented analysis by type of interaction.

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Interaction Tools

Interaction Tools are additional resources that attendants can use during a video call to enrich the service with business-specific functionalities.

Available Tools

Tool	Description
Credit Score	Client credit score lookup and classification
Loan Calculator	Installment, rate, and term simulation
Investment Quiz	Interactive questionnaire for investor profile
QR Code	QR code generation for sharing information
AI Summary	Automatic call summary generation via artificial intelligence

Configuration

1. In the sidebar menu, click "Interaction Tools"
2. View the tools available on your plan
3. Enable or disable each tool as needed
4. Configure specific parameters for each tool

Credit Score

• Classify Score — analyze the credit score and obtain the classification (A, B, C, D, E)
• Calculate Score — compute a score based on customizable parameters
• Score Ranges — view the configured classification ranges

Loan Calculator

• Simulate Loan — calculate installments based on amount, rate, and term
• Amortization Table — view the complete payment schedule (constant amortization or fixed installment)
• Find Rate — calculate the interest rate based on the desired amount and installment

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Settings

The Settings page brings together all company preferences on the platform. Here you customize the system's behavior to meet the specific needs of your business.

Company Profile

• Company name — name displayed to clients in the waiting room and in emails
• Logo — image used in the widget and waiting rooms
• Registration data — tax ID, address, and phone number

Notification Preferences

Configure how and when to receive notifications:

• Browser push notifications — real-time alerts when a client enters the queue
• Alert sounds — audio notification for new calls
• Email summaries — periodic performance reports sent automatically

Webhooks

Configure external endpoints to receive system event notifications. See the Webhooks and Integrations documentation for technical details.

Billing Information

• View your current plan and renewal date
• Check the payment history
• Access plan upgrade information

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Visual Customization (Branding)

The Branding page allows you to fully customize the platform's appearance for your company, creating a unique white-label visual experience. Your clients will see your company's visual identity across all screens.

Logo and Favicon

1. In the sidebar menu, click "Branding"
2. Upload your company logo (PNG, SVG, or JPG, max 2MB)
3. Upload the favicon (ICO, PNG, or SVG, max 1MB)
4. The logo will appear in the sidebar menu, on the login page, and in service rooms

Color Palette

Configure 6 colors to customize the entire interface:

Color	Description
Primary color	Buttons, links, and main highlights
Secondary color	Complementary elements
Accent color	Notifications and alerts
Background color	General interface background
Text color	Main text
Sidebar color	Navigation sidebar

Automatic application

Colors are automatically applied throughout the interface via dynamic CSS variables. You'll see a live preview of the changes before saving.

Typography

Select the main font from the available options:

• Inter (default)
• Roboto
• Open Sans
• Poppins
• Lato

Virtual Backgrounds

In the backgrounds section, you can register custom virtual backgrounds that attendants can use during calls:

1. Scroll to the "Backgrounds" section
2. Click "Add Background"
3. Upload the image (PNG or JPG, recommended resolution: 1920x1080)
4. Set a descriptive name for the background
5. Optionally, set a background as default for each department

Technical requirements

Virtual backgrounds use MediaPipe for real-time segmentation. For best results, we recommend images with a 16:9 aspect ratio and good lighting in the attendant's environment.

Login Page

• Upload a custom background image for the login page
• Set a custom welcome text

Email Templates

• Configure the HTML header for emails sent by the platform
• Configure the HTML footer with company information
• View a preview of the result in the preview panel

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Notification Providers

Configure service providers for automatic link sending and notifications via Email, SMS, and WhatsApp. This configuration is required to use automatic access link sending.

Supported Providers

Channel	Available Providers
Email	SendGrid, SMTP, Mailgun
SMS	Twilio, Zenvia, Vonage
WhatsApp	Twilio, Z-API, Evolution API

Configure a Provider

1. In the sidebar menu, go to "Notification Providers" (System section)
2. Select the desired channel (Email, SMS, or WhatsApp)
3. Choose the provider from the dropdown
4. Fill in the credentials according to the selected provider:
   • Email (SendGrid) — API Key + sender email + sender name
   • SMS (Twilio) — Account SID + Auth Token + sender number
   • WhatsApp (Twilio) — Account SID + Auth Token + WhatsApp number
5. Click "Save"

Test Connection

After configuring, use the "Test" button to send a test message and validate that the credentials are correct:

1. Click the "Test" button next to the configured provider
2. Enter a test recipient
3. The result (success or error) will appear as a notification on screen

Credential security

Credentials are stored encrypted (AES-256-GCM). In the interface, passwords and tokens are displayed masked, showing only the last 4 characters.

Availability by plan

SMS and WhatsApp channels are available only on Professional plans and above.

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Multi-Participant Video Calls

Voki supports video calls with up to 100 simultaneous participants, using LiveKit SFU (Selective Forwarding Unit) technology to optimize quality and performance.

How It Works

• P2P calls (default) — for 2 participants, Voki uses a direct WebRTC peer-to-peer connection
• SFU calls — for 3 or more participants, the LiveKit server selectively routes video streams, optimizing bandwidth

Video Grid

The video grid adapts automatically to the number of participants:

Participants	Layout
1-2	Side by side
3-4	2x2 grid
5-9	3x3 grid
10-16	4x4 grid
17+	Gallery with scroll

Each participant tile displays:

• Video or avatar (if camera is off)
• Participant's name
• Microphone indicator (muted/active)
• Pin button for highlighting

Limits by Plan

Plan	Mode	Max. Participants
Free	P2P only	2
Starter	SFU	10
Business	SFU	20
Professional	SFU	50
Enterprise	SFU	100

Supervision (Monitor / Whisper / Barge)

Supervisors can join calls in three special modes:

Mode	Description
Monitor	The supervisor watches the call without being seen or heard by participants. Ideal for quality evaluation
Whisper	The supervisor speaks only to the attendant — the client cannot hear. Useful for real-time coaching
Barge	The supervisor enters the call as a full participant, visible and audible to everyone

Strategic use of supervision

Use Monitor mode for quality evaluation, Whisper to coach attendants in training, and Barge to intervene when necessary.

Server-Side Recording

With LiveKit Egress, recordings are made on the server, not in the browser:

• Composite recording — all participants in a single video
• No performance impact — the attendant's browser is not affected
• Automatic saving — file saved automatically after the call ends

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Integrations

Voki offers integrations with external systems to extend the platform's capabilities. Available integrations depend on the contracted plan.

PBX 3CX Integration

Availability

The PBX 3CX integration is available on Enterprise plans. A 3CX Professional license or higher is required.

The PBX 3CX integration allows you to connect your company's telephone system to Voki, unifying video and phone service in a single platform.

Features

• Click2Call — initiate phone calls directly from the Voki panel by clicking on the client's number
• Call logging — phone calls made via 3CX are automatically logged in Voki's history
• Associated extensions — link 3CX extensions to Voki attendants for complete tracking
• Webhooks — receive phone call events (ringing, answered, ended) in real time

Configure the PBX Integration

1. In the sidebar menu, go to "Settings" > "PBX"
2. Fill in the configuration fields:
   • Webclient URL — 3CX webclient address (e.g., https://yourcompany.my3cx.com.br/webclient)
   • Webhook Secret — click "Generate Secret" to create a secure token
3. Click "Save"

Register Extensions

1. In the "Extensions" section, click "Add Extension"
2. Enter the extension number (e.g., 9001)
3. Associate the extension with the corresponding attendant
4. Repeat for each extension you want to monitor

Extension filter

The system only processes calls involving registered extensions. Calls from unregistered extensions are automatically ignored, preventing noise in reports.

Configure 3CX

To have 3CX send events to Voki, you need to configure the CRM integration template in 3CX:

1. In the 3CX panel, go to "Settings" > "CRM Integration"
2. Import the Voki template (available through support)
3. The template automatically configures the webhooks for call events

Click2Call

With Click2Call configured, clicking a phone number in Voki will automatically open the 3CX webclient and start dialing. Make sure the 3CX webclient is open in a browser tab.

Duration Format

3CX sends call durations in variable formats (MM:SS, HH:MM:SS, or seconds). Voki automatically recognizes and converts all formats to ensure accuracy in reports.

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Salesforce CRM Integration

Availability

The Salesforce CRM integration is available exclusively on the Enterprise plan and requires a Salesforce instance with API access.

The Salesforce CRM integration allows you to automatically synchronize Voki service data with Salesforce, creating a unified view of the customer relationship.

Features

• Automatic synchronization — clients and calls are automatically synchronized between Voki and Salesforce
• CTI (Click-to-Call) — initiate video calls directly from Salesforce
• Field mapping — configure how Voki fields correspond to Salesforce fields
• Bulk synchronization — export historical data to Salesforce via Bulk API
• Sync logs — track the status of each synchronization in real time

Connect to Salesforce

1. In the sidebar menu, go to "Settings" > "CRM"
2. Click the "Connect to Salesforce" button
3. You will be redirected to the Salesforce authorization page
4. Log in with your Salesforce account and authorize Voki
5. After authorization, you will be redirected back to Voki with the connection active

Secure OAuth

The connection uses OAuth 2.0, the industry-standard security protocol. Voki never stores your Salesforce password — only encrypted access tokens that can be revoked at any time.

Field Mapping

After connecting to Salesforce, configure how Voki fields correspond to Salesforce fields:

1. Go to the "Field Mapping" tab
2. For each Voki field, select the corresponding Salesforce field
3. Configure required and optional fields
4. Click "Save Mapping"

Custom fields

If you have custom fields in Salesforce, they will automatically appear in the list of available fields for mapping.

Sync Logs

Track the status of each synchronization in real time:

• Date/Time — when the synchronization occurred
• Type — automatic or manual
• Records — number of records synchronized
• Status — success, partial, or error
• Details — in case of error, a detailed description of the problem

Manual Synchronization

To force an immediate synchronization:

1. Go to the "Synchronization" tab
2. Click the "Sync Now" button
3. Wait for completion — progress will be displayed in real time

Salesforce Rate Limits

Salesforce has daily request limits. Voki automatically respects these limits, queuing synchronizations when necessary. Avoid running manual synchronizations excessively.

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Plans and Limits

Voki offers different plans to serve companies of all sizes. Each plan includes a specific set of features and limits.

Plan	Attendants	Departments	Participants	Highlights
Free	1	1	2 (P2P)	Ideal for testing and evaluation
Starter	5	3	10 (SFU)	Recording, transcription
Business	15	10	20 (SFU)	Analytics, CSV export
Professional	50	25	50 (SFU)	BI Dashboard, SMS/WhatsApp
Enterprise	Unlimited	Unlimited	100 (SFU)	PBX, Salesforce CRM, full API

Need more?

If your current plan doesn't meet your operation's needs, contact the sales team to discuss an upgrade or a custom plan.

When a plan limit is reached, the system displays a friendly message with:

• A clear description of the limit reached
• A button to contact the sales team via WhatsApp
• A button to contact the sales team via email