Campaign types
VOXO Pharmacy has six campaign types. The type sets the message patients hear and the responses they can give.The five system types (Pickup Reminder, Refill Reminder, Contact Pharmacy, Birthday, and Vaccine Scheduling) are limited to one campaign per location. If a system type already exists for your location, the wizard greys it out and marks it (already exists). Custom campaigns have no limit.
Campaign modes
Each campaign runs in one of two modes, which you select when you create or edit a campaign:- IVR — VOXO plays a pre-recorded or text-to-speech menu and collects the patient’s key presses.
- Assistant — The pharmacy agent places the call and talks with the patient. It introduces the call, explains why it’s calling, records the patient’s response, and detects voicemail so the disposition is recorded correctly. Once the outcome is recorded, it asks whether the patient needs anything else and then hangs up itself, rather than saying goodbye and leaving the line open. A call it transfers to pharmacy staff is left for them to end.
How Assistant-mode calls start
The agent listens to how the call was answered before it starts talking:- A person is greeted as normal.
- An answering machine or voicemail greeting gets a brief message saying the pharmacy will call back, along with the number patients can call to stop receiving calls (888-817-5060).
- A carrier message such as “the number you have dialed is unavailable” ends the call without a message.
When a plan or add-on is removed
VOXO checks the plan when you create a campaign and again before every call, so a campaign doesn’t keep dialing in Assistant mode after the location drops its plan. IVR campaigns are never downgraded or deactivated by a plan change. For Assistant-mode campaigns, what happens depends on the campaign type:
A campaign that switches to IVR mode plays the Initial message audio file configured on the campaign. If none is set, add one from the campaign’s edit screen so patients hear the right message. It returns to Assistant mode on its own once the location is back on Silver or Gold.
A deactivated campaign keeps its records and settings but stops placing calls. Restoring the plan or add-on doesn’t reactivate it. Open the campaign from the Campaigns tab and set it back to active.
Campaign schedule
Each campaign uses one of two schedule types:- Always-on — The campaign places calls during its calling hours whenever records are queued.
- One-time — The campaign runs once at a specific date and time you select. Use it for a single event such as a clinic day or store closure notice.
Viewing campaign records
The Report tab shows your campaigns’ records. Use the campaign type dropdown at the top of the tab to pick a campaign. System types are listed first, then your custom campaigns. Narrow the results with these filters:- 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.
Use the page controls at the bottom of the table to move through long lists.
Exporting campaign records
Click Export CSV above the records table to download the current view as a CSV file. The export uses your selected campaign, date range, status, and search filters.- The file downloads in your browser. You don’t receive an email link.
- The filename includes the location name, campaign type, and selected date range (for example,
Main Street Pharmacy - pickupReminder 5-1-2026-5-15-2026.csv). - Timestamps in the CSV are converted to your dashboard’s local timezone.
Exports are capped at 512,000 records. If your selection is larger, the export is rejected with a message explaining the limit. Narrow the date range or apply more filters and try again.
Managing campaigns
The Campaigns tab lists every campaign configured for your location. Each row shows the campaign name, type, mode, schedule, and status, with controls to edit, archive, or add records. Use the toolbar to:- Search for a campaign by name.
- Filter by Status — All / Active / Inactive.
- Toggle between Archived and active campaigns.
- Click Create Campaign to open the campaign wizard.
Adding records to a campaign
Open a campaign’s row actions to add records. You can import a CSV file or enter records manually. For Pickup Reminder and Refill Reminder campaigns, every record requires a patient name, phone number, Rx Number, and Drug Name. For Contact Pharmacy, Birthday, and Custom campaigns, only the patient name and phone number are required. Rx Number and Drug Name are optional and can be left blank.Patients who have opted out of voice contact are excluded automatically. VOXO rejects a record for an opted-out number, and pickup-ready or refill-ready uploads skip those numbers before they reach the queue, whichever PMS the upload comes from.
Importing a CSV file
1
Open the Campaigns tab
On the Call Campaigns page, select the Campaigns tab.
2
Choose Add records
On the campaign you want to add records to, open the row actions and select Add records → Import CSV.
3
Prepare your file
Format your CSV with the columns your campaign type requires (patient name, phone number, and Rx Number / Drug Name where applicable). For a template, download the example CSV from the dialog.
4
Upload the file
Drag the CSV into the upload zone or click to browse. The dialog has you match each CSV column to a campaign field, then previews the first five rows so you can check the mapping.
5
Confirm the import
Review the preview and click Import. The records are added to the campaign queue and calls go out according to the campaign’s schedule and calling hours.
Adding records manually
1
Open Add records
On the campaign row, select Add records → Manual entry.
2
Enter patient information
Fill in the patient name and phone number, plus Rx Number and Drug Name when the campaign type requires them. Optional fields are labeled (Optional) and can be left blank.
3
Add the record
Click Add to save the record. Repeat for each additional patient.
4
Close the dialog
When you’re done, close the dialog. The records appear in the campaign with a Queued status.
Creating a campaign
1
Open the wizard
On the Campaigns tab, click Create Campaign.
2
Pick a type, name, mode, and schedule
Choose the campaign type — Pickup Reminder, Refill Reminder, Contact Pharmacy, Birthday, Vaccine Scheduling, or Custom — and enter a name that identifies the campaign in your list. Pick Assistant or IVR mode (Custom and Vaccine Scheduling are Assistant-only). Then choose Always-on or One-time. For one-time, set the date and time the campaign should run.
3
Configure calling hours and message
Select the business hours block that sets when calls can be placed. For IVR mode, pick an audio file to play as the Initial message. For Assistant mode, write a short Description of what the campaign is about. The agent uses it to introduce the call.
4
Set a transfer destination
Choose the extension, queue, call group, or custom destination patients are connected to if they request a transfer to staff.
5
Review and save
Check the summary, then click Save. The campaign appears in the Campaigns tab, ready for records.
A campaign only places calls during the calling hours you configure. Records added outside that window stay queued until the next allowed time block.
Vaccine scheduling campaigns
A Vaccine Scheduling campaign calls patients to offer a vaccine and books the appointment during the call. The agent greets the patient and names the vaccines you offer in one turn. If the patient agrees, it checks open times on your calendar and books the slot they choose. The wizard adds two settings for this type:- Calendar event type — the Scheduling event type the appointment is booked against. It sets the appointment length, the staff calendars in the rotation, and the hours patients can be booked into. If the list is empty, create an event type on the Scheduling page first.
- Vaccines offered — the vaccines the agent can offer on the call, such as
FluorCOVID-19. Add, rename, and remove them from this list.
Vaccine Scheduling campaigns require the Appointment Scheduling add-on on the location, in addition to the Silver or Gold plan that Assistant mode needs. Without it, creating the campaign is rejected. See Billing to add it.
Bookings the agent makes appear in the Bookings section of the Scheduling page and on the assigned staff member’s calendar, alongside bookings your team enters by hand. If a patient asks for a time that has just been taken, or one less than an hour away, the agent says so and offers to pick another.
Editing or archiving a campaign
Click a campaign row to open the wizard in edit mode. You can’t change the type once a campaign exists. You can change and save the other fields. To archive a campaign, use the row actions. Archived campaigns are hidden from the default list. Toggle Archived on the toolbar to see them, and un-archive one from its row actions to restore it.Campaign settings
The Settings tab holds location-wide settings that apply across your campaigns.Birthday campaign settings
The Birthday Campaign Settings card on the Settings tab includes:- Enable Automated Birthday Calls — when on, a daily job pulls today’s birthdays from your PMS and queues them into your location’s Birthday campaign.
Automated Birthday Calls is available for PioneerRx locations. Liberty RX and BestRx don’t support the daily PMS birthday pull. You can still create a Birthday campaign on those PMS types, but records must be added manually or by CSV import rather than queued automatically.
Campaign reports
When you select a campaign on the Report tab, it also shows totals for that campaign:- 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.
- 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.