The Dispatch · April 2026
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Nº
12
The Voice
Issue
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Cover Story
Outbound
calling has
arrived.
For two years your agents answered the phone.
This month, they pick it up.
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In this issue
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Phone Campaigns, outbound at scale |
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SIP Trunk Channel, front-end your phone system |
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Conversation Tracing, live + reports |
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Six smaller updates worth flagging |
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The Outbound Concierge, in residence |
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From the editor
Dear VIVI Community, the last few weeks have been a big one for voice. Your agents can now reach out, plug into your existing phone system, and show their work. Here’s what’s new. Reply to this email any time. We read every one.
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★ Headline Feature
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01 · Phone Campaigns
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Outbound calling, at scale.
Until now, VIVI agents have answered the calls coming in. Now they can place them too. Phone Campaigns let you send automated outbound calls to a list of contacts using any of your VIVI voice agents. Upload a CSV, write the script, schedule it, launch.
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Personalize every call. Use {name}, {appointment_date}, or any column from your CSV.
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Stay compliant. Built-in Suppression Lists for DNC and opted-out contacts, automatically skipped on every campaign. TCPA-aware out of the box.
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Retry intelligently. Configure max retries and delays for voicemail, busy signals, or no answer.
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Schedule with precision. Send now or pick a future start time in the recipient’s local timezone.
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Measure outcomes. Per-contact breakdown of Answered, No Answer, Busy, Voicemail, Failed, with duration, end time, and retry counts.
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Already in the wild
Pre-arrival confirmations · post-stay surveys · reservation follow-ups · employee shift notifications · group sales outreach.
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Learn more about Phone Campaigns →
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02 · Also new
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SIP Trunk Channel
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Front-end your phone system. Don’t replace it.
For enterprises with established telephony, SIP Trunk brings VIVI to the front of the line, without ripping out a single piece of your stack. Connect your PBX or SBC directly to a VIVI agent over SIP. When a transfer is needed, VIVI sends a SIP REFER back through your PBX so the call lands on the right extension internally.
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Keep your existing phone system. No number ports. No carrier changes.
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Granular media encryption with TLS as the default transport. Toggle SRTP/RTP from the channel page.
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IP-based authentication. No usernames or passwords to manage.
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Native call transfers via SIP REFER for seamless handoffs to human agents on your PBX.
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Ideal for resorts, multi-property operators, and contact center deployments that want AI on the front line while preserving everything they’ve already built.
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★ Headline Feature
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03 · Conversation Tracing
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Watch your agents work, in real time.
You can now watch your agents work as it happens and dig into what happened after the fact. Two complementary views: Real Time for the moment, Reports for everything older than 24 hours.
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Real Time
The live floor
Auto-refreshes every 30 seconds. Active conversations, hourly and daily trends (1 / 4 / 24h), phone activity by default, channel-specific filters when you want to drill in.
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Reports
Everything else
Two views work together: Agent Reports for operational metrics, Conversation Insights for sentiment, resolution, and topic. Export, filter by range/agent/channel/topic. Filters persist across tabs.
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See your data →
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04 · In short
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Six smaller updates
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01
Source Citations
Agents now cite their sources inline. Users click through to verify, you make auditing answers effortless.
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GPT Realtime 1.5
The newest voice model is now available for your Realtime agents. Faster, warmer, more natural turn-taking.
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SIP Media Encryption
Toggle SRTP / RTP directly from the SIP channel configuration page. One click, network compliant.
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SharePoint Sync
Site Pages and Documents libraries now sync automatically. Drop the chat widget on any SharePoint site.
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Skills
Specialized capabilities like loan amortization or on-the-fly reports. Each agent gets its own computer.
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AI Assist for Prompts
Rough drafts to polished prompts with a side-by-side diff view. Accept what works, reject what doesn’t.
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05 · In residence
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Agent of the Month
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This month’s spotlight goes to outbound voice agents in action. From pre-arrival confirmations to post-stay surveys, these agents help properties capture revenue and feedback that used to slip through the cracks.
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Confirms reservations and upgrades 48 hours before arrival
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Captures post-stay feedback while the experience is fresh
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Follows up on open service tickets and group bookings
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Handles employee shift confirmations and HR check-ins
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In closing
Thank you for following our journey.
We appreciate you trusting VIVI as your AI operations platform. To see Outbound Calling, SIP Trunk, or Real-Time Insights in action, schedule time with our team.
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Where to find us
Dallas · Austin · Boulder · Puerto Rico
KSG · 7000 Bahia Beach Blvd, Rio Grande, PR 00745
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