How to set up a Voice Broadcast?

Beginner's guide on how to set up a Voice Broadcast on Naxai.
Learn about Text-To-Speech, built-in menu, retries,and more.

A Voice Broadcast allows you to call a large number of contacts simultaneously. You may play a pre-recorded message or use the Text to Speech option to broadcast the audio to your contacts.

Additionally, you can include a menu with options (Digits from 1 to 3 can be used) to transfer a call to an agent or perform post-call actions.

From the Naxai dashboard, navigate to Voice, Voice Broadcasts, and click "Create Broadcast" under the Voice Broadcast Lists to start creating a campaign.

Voice Broadcasts main page

Voice Broadcasts main page


Creating a new Voice Broadcast

General Settings

Add a name for the campaign. Post this, you need to set up a phone number that will be displayed to your recipient when the call is made.

You can add and buy new phone numbers by navigating to the Voice menu and the sub menu Numbers . To know more about Numbers and its usage, click here.

You can assign the Contact list containing all the contacts you wish to call by using an existing Segment. You may also choose not to call Unsubscribed contacts by setting up your segment not to include your Unsubscribed Contacts. Click here to learn more about the Segments.

Using a calendar is an essential feature of Voice Broadcast; with a Calendar, you can schedule your calls during specific periods to avoid calling your recipients at night.
Leave blank so as not to use a specific calendar.



Configuring the Call script

The Edit Script button gives you access to the call script.


Language

Select the language and the voice used by the text-to-speech if it is used.
Visit our dedicated page related to the Text to Speech (TTS) to learn more about the supported languages.

Answering Machine Detection

Voice Broadcasts supports Answering Machine Detection. If the Answering Machine detection is enabled, the system will automatically drop a voicemail if a machine picks up the call.

To enable Answering Machine, click the "Answering Machine Detection" toggle. Here, you choose whether to play audio or hang up the call immediately. If you want to drop voicemails to calls answered by a machine automatically, click the "Enable Answering Machine Detection" button under "Answering Machine." Next, choose "Play Text-To-Speech" and select the audio you want to be played for voicemail.

If you want the call to hang up immediately when a machine answers the call, click select "Hang up"

Welcome Message

The Welcome message is the message played when the recipient answers the call.
Welcome message is mandatory; you can personalize your messages by including the contact attributes by Using Liquid.

The Replay option is used to replay the Welcome message, it could be used when replaying an important message like an OTP code for example.


Menu

A Menu is optional and can be used to gather the recipient's input.
You can optionally repeat the menu if there is no input or error.



Transferring a call

When pressing a digit in the menu, you can transfer the recipient to your contact center or to any destination.
Select yes for Transfer, and type the destination phone number.
You can configure if the system will retry to contact the destination phone number in case of an error.
When the call is connected to your destination, you can define a message that will be played to your destination before the recipient is connected.



Closing Message

The closing message is optional and played at the call's end.


Dialer Settings

The Dialer settings menu configures the call retry strategy and limits the number of concurrent calls.


Retries

Voice Broadcast can retry calls up to 3 times if they fail or if the recipient doesn't provide input.

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Call Retry and Answering machine detection

When using Answering machine detection, the call status will depend on the option used.
If you selected "Hang up", the call will marked as failed and then is eligeable to be retried.
If you selected to let message in the voicemail then the call is marked as delivered and no retry will be performed.

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Call Retry and Calendar

If a call must be retried when the calendar is closed then the call is automatically rescheduled when the calendar will be opened again.


Call Distribution

When using a transfer in a menu, you must ensure that your destination will not overflow when recipients press 1.
The Dynamic Load Distribution helps limit the number of concurrent recipients we will call per minute.

The value set during the configuration step can be adapted by increasing or lowering it in real-time, depending on your destination's availability.

After a broadcast is started, go to the overview of the broadcast and change the value.


Post-call actions

Post-call Actions are actions performed once the call is done.
It's optional and depends on your use cases.

It can be used :

  • Update the contact attribute of the recipient
  • Send An SMS to the recipient

Testing the Voice Broadcast

When the Voice Broadcast is ready, you can test it by calling a contact.



Note that the contact is not necessarily part of the segment used in the Voice Broadcast.

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Restriction when Testing

The purpose of the testing is the Voice script, there is no retry or calendar checks.

Testing can also be done after a Voice Broadcast is started.


Starting the Voice Broadcast

Select Send Now, when you are ready to start your Voice Broadcast.



Scheduling the Voice Broadcast

You can start the Voice Broadcast at a specific time using the Send Later option.