Understanding key VoxPria concepts helps you use the platform more effectively. Moreover, knowing these terms makes documentation easier to follow. In this guide, we’ll explain all the essential concepts you need to know.
[Screenshot: Concept diagram showing relationship between campaigns, agents, and contacts] Alt text: VoxPria concepts infographic showing how features connectCampaign #
A Campaign is an outbound communication effort where VoxPria automatically contacts a list of people. Additionally, campaigns can be voice calls, SMS messages, or both.
Campaign Types: #
- Voice Campaign – Automated phone calls
- SMS Campaign – Text message broadcasts
- Mixed Campaign – Voice with SMS follow-up
Example Use Cases: Appointment reminders, event notifications, payment reminders, customer surveys, marketing outreach.
Agent #
An Agent is an AI-powered voice assistant that conducts conversations. Furthermore, agents can handle both inbound and outbound calls.
Agent Capabilities: #
- Understand natural language
- Respond to questions
- Collect information
- Take actions (schedule, record, transfer)
- Handle interruptions
Key Point: Agents improve with training. Therefore, invest time in teaching your agent about your business.
Contact #
A Contact is a person in your database with a phone number and optional additional information. Moreover, contacts can be organized into lists and tagged for segmentation.
Contact Information: #
- Required: Phone number
- Recommended: Name, email
- Optional: Company, custom fields, tags
Flow #
A Flow is an automated workflow that connects different actions. Additionally, flows trigger based on events or schedules.
Flow Components: #
- Trigger – What starts the flow (call ended, form submitted, scheduled time)
- Actions – What happens (send SMS, update CRM, make call)
- Conditions – Decision points (if/then logic)
Example: When call ends → If customer confirmed → Send SMS confirmation → Update calendar
Knowledge Base #
The Knowledge Base is where you upload information your agents use to answer questions. Furthermore, better knowledge bases create smarter agents.
What to Include: #
- FAQs and answers
- Product information
- Company policies
- Service details
- Troubleshooting guides
Credits #
Credits are VoxPria’s currency for usage. Moreover, different actions cost different amounts of credits.
Credit Costs: #
- Voice Call – 1-3 credits per minute (varies by destination)
- SMS – 1 credit per message
- Phone Number – 10 credits per month rental
Template #
A Template is a pre-built configuration you can customize. Additionally, templates save time and ensure best practices.
Template Types: #
- Campaign Templates – Pre-configured campaign settings
- Agent Templates – Pre-written scripts and behaviors
- Flow Templates – Common automation workflows
Webhook #
A Webhook is a way for VoxPria to send data to external systems. Furthermore, webhooks enable real-time integrations.
Example: When call completes → Send data to your CRM → Update contact record
Call Status #
Understanding call statuses helps you analyze performance. Moreover, each status indicates what happened:
- 🟢 Answered – Call picked up and completed
- 🔵 Voicemail – Went to voicemail
- 🟡 No Answer – Rang but not answered
- 🟠 Busy – Line was busy
- 🔴 Failed – Could not complete
Success Rate #
Success Rate measures how often calls achieve their goal. Additionally, this is your most important metric.
What Counts as Success:
- Appointment confirmed
- Information collected
- Question answered
- Action completed
Target: Aim for 60-80% success rate for most campaigns.
How Concepts Connect #
Understanding how concepts work together is important. Moreover, here’s a typical workflow:
- Upload Contacts to your database
- Train an Agent with your Knowledge Base
- Create a Campaign using a Template
- Assign contacts and agent to campaign
- Campaign uses Credits to make calls
- Calls result in different Statuses
- Flows trigger based on outcomes
- Webhooks sync data to your systems
- Track Success Rate in analytics
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