Outbound campaigns

Run automated outbound call campaigns to notify patients about prescription pickups, refill reminders, and general outreach.

The Outbound campaigns page at https://pharmacy.voxo.co/outbound-calling lets you run automated call campaigns that contact patients on behalf of your pharmacy. Campaigns deliver pre-recorded or AI-generated messages and can accept key press responses from patients — such as confirming a pickup or requesting a transfer to staff. The page has three tabs: Campaigns, Reports, and Configuration.

Campaign types

VOXO Pharmacy supports three campaign types. The campaign type determines the message delivered to patients and the response options they receive.

Campaign type	Purpose
Pickup Refill	Notifies patients that a prescription is ready to pick up. The patient can confirm they will pick it up, decline, or request a transfer to the pharmacy.
Refill Reminder	Reminds patients to refill a prescription before it runs out. Useful for maintenance medications or patients who may forget to request refills on time.
Contact Pharmacy	General outreach asking the patient to call or visit the pharmacy. Use this for situations that do not fit the pickup or refill reminder templates.

Viewing campaign records

The Campaigns tab shows the records associated with your campaigns. Use the campaign type selector at the top of the tab to filter the list to a specific type, or leave it set to show all types.

Additional filters let you narrow the results further:

• Search — find records by patient name or phone number.
• Status — filter by Queued (call not yet placed), Complete (call attempt finished), or view All.
• Date range — set a start and end date to limit results to a specific time window.

Each row in the campaign records table represents one patient contact attempt:

Column	Description
Rx Number	The prescription number associated with the record
Name	The patient’s name
Number	The number the system dialed
Drug Name	The name of the medication
Date/Time	When the call was placed
Duration	How long the call lasted
Disposition	How the call was answered: HUMAN (live person), MACHINE (answering machine), or NO ANSWER
Result	The patient’s response: CONFIRMED, DENIED, or TRANSFERRED

Use the pagination controls at the bottom of the table to move through large record sets.

Adding records to a campaign

You can add patient records to a campaign by importing a CSV file or entering records manually.

Importing a CSV file

1. Open the Campaigns tab

   On the Outbound campaigns page, select the Campaigns tab.

2. Click Add records

   Click the Add records button. A dialog appears with two options: CSV import and manual entry.

3. Select CSV import

   Choose the Import CSV option. Download the sample CSV template if you need to see the required column format.

4. Prepare your file

   Format your CSV with the required columns: patient name, phone number, RX number, and drug name. Save the file in CSV format.

5. Upload the file

   Click the file upload area and select your CSV, or drag and drop the file into the upload zone. The system validates the file and shows a preview of the records it will import.

6. Confirm the import

   Review the preview to verify the data looks correct, then click Import. The records are added to the campaign queue and calls will be placed according to your campaign’s configured business hours.

Adding records manually

1. Open the Add records dialog

   Click the Add records button on the Campaigns tab and select Manual entry.

2. Enter patient information

   Fill in the patient name, phone number, RX number, and drug name in the form fields provided.

3. Add the record

   Click Add to save the record to the campaign. Repeat for each additional patient you want to add.

4. Close the dialog

   When you have finished adding records, close the dialog. The records appear in the campaign table with a Queued status.

Campaign reports

The Reports tab provides aggregate metrics for your outbound campaigns. Use this tab to evaluate how well your campaigns are reaching patients.

Summary stats:

• Total Calls — the number of call attempts placed in the reporting period.
• Completed Calls — calls that reached a conclusion (answered, voicemail, or no answer).
• Answered Calls — calls answered by a live person.
• Transferred Calls — calls where the patient chose to be transferred to pharmacy staff.
• Voicemail — calls that reached an answering machine.

Charts:

• Human vs. voicemail breakdown — a pie chart showing the proportion of calls answered by a live person versus those that went to voicemail.
• Confirmed / denied / transferred breakdown — a bar chart showing the distribution of patient responses.

Use these metrics to assess whether your campaign messages are landing effectively and whether the right patients are being reached at the right time.

Creating a campaign

Campaigns are created and managed in the Configuration tab.

1. Open the Configuration tab

   On the Outbound campaigns page, select the Configuration tab. The tab shows a list of your existing campaigns.

2. Create a new campaign

   Click the button to create a new campaign. A campaign settings form opens.

3. Set the campaign type and name

   Select the campaign type — Pickup Refill, Refill Reminder, or Contact Pharmacy — and enter a name that identifies the campaign in your list.

4. Set the campaign status

   Toggle the campaign active or inactive. An inactive campaign will not place calls even if it has queued records. You can activate it later when you are ready for calls to go out.

5. Configure business hours

   Set the hours during which the campaign is allowed to place outbound calls. Calls will only be attempted within the configured window. This prevents patients from receiving calls outside of reasonable hours.

6. Choose the campaign mode

   Select whether the campaign uses IVR mode or Assistant mode. IVR mode plays a pre-recorded or text-to-speech menu. Assistant mode uses the AI agent to handle the interaction conversationally.

7. Set a transfer destination

   Enter the transfer destination — the extension or queue that patients are connected to if they choose to speak with someone. This is the number or extension the system dials when a patient presses the transfer option.

8. Select a greeting

   Choose the greeting audio or media the campaign uses as its opening message. You can select an existing media file or generate a new one using text-to-speech.

9. Save the campaign

   Click Save. The campaign appears in the Configuration tab list. You can now add records to it from the Campaigns tab.

Campaigns only place calls during the business hours you configure. If you add records outside of those hours, the calls will queue and go out when the next allowed window begins.