{"id":15612,"date":"2025-02-02T13:00:00","date_gmt":"2025-02-02T18:00:00","guid":{"rendered":"https:\/\/voxpria.com\/docs\/key-concepts-explained-2\/"},"modified":"2026-07-10T00:47:27","modified_gmt":"2026-07-10T05:47:27","password":"","slug":"key-concepts-explained","status":"publish","type":"docs","link":"https:\/\/voxpria.com\/fr\/docs\/key-concepts-explained\/","title":{"rendered":"Concepts cl\u00e9s expliqu\u00e9s"},"content":{"rendered":"\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/voxpria.com\/wp-content\/uploads\/2026\/07\/dashboard-fr-scaled.png\" alt=\"Espace de travail VoxPria\" class=\"wp-image-15236\"\/><figcaption class=\"wp-block-image__caption\">Les principales sections de votre espace de travail VoxPria.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Comprendre les concepts cl\u00e9s de VoxPria vous aide \u00e0 utiliser la plateforme plus efficacement. De plus, conna\u00eetre ces termes facilite la lecture de la documentation. Dans ce guide, nous expliquons tous les concepts essentiels \u00e0 conna\u00eetre.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Campagne<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Une <strong>Campagne<\/strong> est un effort de communication sortante par lequel VoxPria contacte automatiquement une liste de personnes. De plus, les campagnes peuvent \u00eatre des appels vocaux, des messages SMS, ou les deux.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Types de campagnes :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Campagne vocale<\/strong> &#8211; Appels t\u00e9l\u00e9phoniques automatis\u00e9s<\/li>\n<li><strong>Campagne SMS<\/strong> &#8211; Diffusions de messages texte<\/li>\n<li><strong>Campagne mixte<\/strong> &#8211; Appel vocal avec suivi par SMS<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Exemples de cas d&rsquo;usage :<\/strong> rappels de rendez-vous, avis d&rsquo;\u00e9v\u00e9nements, rappels de paiement, sondages clients, prospection marketing.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Agent<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un <strong>Agent<\/strong> est un assistant vocal aliment\u00e9 par l&rsquo;IA qui m\u00e8ne des conversations. De plus, les agents peuvent g\u00e9rer les appels entrants comme sortants.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Capacit\u00e9s de l&rsquo;agent :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Comprendre le langage naturel<\/li>\n<li>R\u00e9pondre aux questions<\/li>\n<li>Recueillir de l&rsquo;information<\/li>\n<li>Effectuer des actions (planifier, enregistrer, transf\u00e9rer)<\/li>\n<li>G\u00e9rer les interruptions<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Point cl\u00e9 :<\/strong> les agents s&rsquo;am\u00e9liorent avec l&rsquo;entra\u00eenement. Il est donc conseill\u00e9 d&rsquo;investir du temps \u00e0 enseigner \u00e0 votre agent tout ce qui concerne votre entreprise.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Contact<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un <strong>Contact<\/strong> est une personne dans votre base de donn\u00e9es avec un num\u00e9ro de t\u00e9l\u00e9phone et, en option, de l&rsquo;information additionnelle. De plus, les contacts peuvent \u00eatre organis\u00e9s en listes et \u00e9tiquet\u00e9s pour la segmentation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Renseignements sur le contact :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Obligatoire :<\/strong> num\u00e9ro de t\u00e9l\u00e9phone<\/li>\n<li><strong>Recommand\u00e9 :<\/strong> nom, courriel<\/li>\n<li><strong>Facultatif :<\/strong> entreprise, champs personnalis\u00e9s, \u00e9tiquettes<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Flux<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un <strong>Flux<\/strong> est un flux de travail automatis\u00e9 qui relie diff\u00e9rentes actions entre elles. De plus, les flux se d\u00e9clenchent selon des \u00e9v\u00e9nements ou des horaires.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Composants d&rsquo;un flux :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>D\u00e9clencheur<\/strong> &#8211; Ce qui d\u00e9marre le flux (fin d&rsquo;appel, formulaire soumis, heure planifi\u00e9e)<\/li>\n<li><strong>Actions<\/strong> &#8211; Ce qui se produit (envoyer un SMS, mettre \u00e0 jour le CRM, effectuer un appel)<\/li>\n<li><strong>Conditions<\/strong> &#8211; Points de d\u00e9cision (logique si\/alors)<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Exemple :<\/strong> Quand l&rsquo;appel se termine \u2192 Si le client a confirm\u00e9 \u2192 Envoyer un SMS de confirmation \u2192 Mettre \u00e0 jour le calendrier<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Base de connaissances<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">La <strong>Base de connaissances<\/strong> est l&rsquo;endroit o\u00f9 vous t\u00e9l\u00e9versez l&rsquo;information que vos agents utilisent pour r\u00e9pondre aux questions. De plus, de meilleures bases de connaissances cr\u00e9ent des agents plus intelligents.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Quoi inclure :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>FAQ et r\u00e9ponses<\/li>\n<li>Information sur les produits<\/li>\n<li>Politiques de l&rsquo;entreprise<\/li>\n<li>D\u00e9tails sur les services<\/li>\n<li>Guides de d\u00e9pannage<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Cr\u00e9dits<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Les <strong>Cr\u00e9dits<\/strong> sont la monnaie d&rsquo;utilisation de VoxPria. De plus, diff\u00e9rentes actions co\u00fbtent diff\u00e9rentes quantit\u00e9s de cr\u00e9dits.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Co\u00fbts en cr\u00e9dits :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Appel vocal<\/strong> &#8211; 1 \u00e0 3 cr\u00e9dits par minute (varie selon la destination)<\/li>\n<li><strong>SMS<\/strong> &#8211; 1 cr\u00e9dit par message<\/li>\n<li><strong>Num\u00e9ro de t\u00e9l\u00e9phone<\/strong> &#8211; 10 cr\u00e9dits par mois de location<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Gabarit<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un <strong>Gabarit<\/strong> est une configuration pr\u00e9\u00e9tablie que vous pouvez personnaliser. De plus, les gabarits font gagner du temps et assurent le respect des bonnes pratiques.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Types de gabarits :<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Gabarits de campagne<\/strong> &#8211; Param\u00e8tres de campagne pr\u00e9configur\u00e9s<\/li>\n<li><strong>Gabarits d&rsquo;agent<\/strong> &#8211; Scripts et comportements pr\u00e9\u00e9crits<\/li>\n<li><strong>Gabarits de flux<\/strong> &#8211; Flux de travail d&rsquo;automatisation courants<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Webhook<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un <strong>Webhook<\/strong> est un moyen pour VoxPria d&rsquo;envoyer des donn\u00e9es \u00e0 des syst\u00e8mes externes. De plus, les webhooks permettent des int\u00e9grations en temps r\u00e9el.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Exemple :<\/strong> Quand l&rsquo;appel se termine \u2192 Envoyer les donn\u00e9es \u00e0 votre CRM \u2192 Mettre \u00e0 jour la fiche du contact<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Statut d&rsquo;appel<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Comprendre les statuts d&rsquo;appel vous aide \u00e0 analyser la performance. De plus, chaque statut indique ce qui s&rsquo;est pass\u00e9 :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\ud83d\udfe2 <strong>R\u00e9pondu<\/strong> &#8211; Appel d\u00e9croch\u00e9 et termin\u00e9<\/li>\n<li>\ud83d\udd35 <strong>Bo\u00eete vocale<\/strong> &#8211; Redirig\u00e9 vers la bo\u00eete vocale<\/li>\n<li>\ud83d\udfe1 <strong>Sans r\u00e9ponse<\/strong> &#8211; A sonn\u00e9 sans r\u00e9ponse<\/li>\n<li>\ud83d\udfe0 <strong>Occup\u00e9<\/strong> &#8211; La ligne \u00e9tait occup\u00e9e<\/li>\n<li>\ud83d\udd34 <strong>\u00c9chou\u00e9<\/strong> &#8211; N&rsquo;a pas pu \u00eatre compl\u00e9t\u00e9<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Taux de r\u00e9ussite<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le <strong>Taux de r\u00e9ussite<\/strong> mesure la fr\u00e9quence \u00e0 laquelle les appels atteignent leur objectif. De plus, il s&rsquo;agit de votre indicateur le plus important.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Ce qui compte comme une r\u00e9ussite :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Rendez-vous confirm\u00e9<\/li>\n<li>Information recueillie<\/li>\n<li>Question r\u00e9pondue<\/li>\n<li>Action compl\u00e9t\u00e9e<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Cible :<\/strong> visez un taux de r\u00e9ussite de 60 \u00e0 80 % pour la plupart des campagnes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment les concepts s&rsquo;articulent<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Il est important de comprendre comment les concepts fonctionnent ensemble. Voici un flux de travail typique :<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>T\u00e9l\u00e9versez des <strong>Contacts<\/strong> dans votre base de donn\u00e9es<\/li>\n<li>Entra\u00eenez un <strong>Agent<\/strong> avec votre <strong>Base de connaissances<\/strong><\/li>\n<li>Cr\u00e9ez une <strong>Campagne<\/strong> \u00e0 partir d&rsquo;un <strong>Gabarit<\/strong><\/li>\n<li>Associez les contacts et l&rsquo;agent \u00e0 la campagne<\/li>\n<li>La campagne utilise des <strong>Cr\u00e9dits<\/strong> pour effectuer les appels<\/li>\n<li>Les appels donnent lieu \u00e0 diff\u00e9rents <strong>Statuts<\/strong><\/li>\n<li>Les <strong>Flux<\/strong> se d\u00e9clenchent selon les r\u00e9sultats<\/li>\n<li>Les <strong>Webhooks<\/strong> synchronisent les donn\u00e9es avec vos syst\u00e8mes<\/li>\n<li>Suivez le <strong>Taux de r\u00e9ussite<\/strong> dans les analyses<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Articles connexes :<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"\/\">Bienvenue dans VoxPria &#8211; Aper\u00e7u de la plateforme<\/a><\/li>\n<li><a href=\"\/\">Comprendre votre tableau de bord<\/a><\/li>\n<li><a href=\"\/\">Cr\u00e9er votre premi\u00e8re campagne<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Comprenez les concepts essentiels de VoxPria, y compris les campagnes, les agents, les flux et les cr\u00e9dits. Ma\u00eetrisez la terminologie pour utiliser la plateforme efficacement.<\/p>\n","protected":false},"author":0,"featured_media":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"doc_category":[99],"doc_tag":[118,109],"class_list":["post-15612","docs","type-docs","status-publish","hentry","doc_category-getting-started-fr","doc_tag-overview-fr","doc_tag-beginner-fr"],"year_month":"2026-08","word_count":823,"total_views":"12","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":[],"doc_category_info":[{"term_name":"Prise en main","term_url":"https:\/\/voxpria.com\/fr\/docs-category\/getting-started-fr\/"}],"doc_tag_info":[{"term_name":"Aper\u00e7u","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/overview-fr\/"},{"term_name":"D\u00e9butant","term_url":"https:\/\/voxpria.com\/fr\/docs-tag\/beginner-fr\/"}],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.8 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Concepts cl\u00e9s expliqu\u00e9s - Ai voice automation system - Voxpria<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/voxpria.com\/fr\/docs\/key-concepts-explained\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Concepts cl\u00e9s expliqu\u00e9s\" \/>\n<meta property=\"og:description\" content=\"Comprenez les concepts essentiels de VoxPria, y compris les campagnes, les agents, les flux et les cr\u00e9dits. 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