Campaign configuration

A campaign defines the context AuditorIA uses to organize and evaluate calls or chats. When you configure a campaign, you define where audio or conversations enter, which criteria are used for audits, which alerts or automations can run, and how cases can be filtered later.

Call campaigns and social media campaigns are not configured in exactly the same way. They share the same purpose, but each channel has its own screens and options.

When to configure a campaign

Configure or review a campaign when:

• you are uploading audio and the campaign you need is not available;
• you are creating manual audits and need the correct scorecard to load;
• audits are being evaluated with the wrong criteria, scores, or tags;
• you need to adjust audio sources, chat sources, alerts, automatic processes, or AI settings;
• you need searches and reports to separate cases by campaign.

info

Visible options may vary depending on your account configuration. If you do not see a campaign, tab, or button, check with whoever manages AuditorIA access in your organization.

Open Campaigns

1. In the side menu, open Campaigns.
2. Choose Campaign configuration > Calls or Campaign configuration > Social Media.
3. Open an existing campaign to edit it, or use the creation button if you need a new one.
4. Review the visible sections and save your changes.

Calls and Social Media

AuditorIA separates campaigns by channel. A call campaign and a chat campaign may share a business name but still have different settings and scorecards.

Channel	Where it applies	Main sections
Calls	Uploaded audio, processed calls, tasks, call audits, and call reports.	General, Audio Sources, Tags, Scorecard, Alerts, Processes, and AI.
Social media / chats	Written conversations, audited chats, manual social media audits, and chat reports.	General, Chat Sources, Tags, Alerts, and AI.

In Calls, the list shows available audio campaigns. From there you can search by name or ID, switch between grid/list view, edit, delete, or create a campaign.

In Social Media, the list serves the same purpose for chat or written-conversation campaigns.

Create a Campaign

Creating a campaign is tied to the quality scorecard. AuditorIA needs to know which criteria will be used to evaluate that campaign before the flow is ready.

The usual path is:

1. In the calls or social media list, click Create campaign.
2. Choose whether to create a new configuration or copy an existing campaign.
3. Select New Scorecard or an existing scorecard.
4. Complete the campaign details and the relevant criteria.
5. Save and confirm that the campaign appears in the correct list.

If you start from Quality scorecards, the path may appear in the opposite order: you first choose or create the scorecard and, during that flow, select an existing campaign or New Campaign. In practice, the campaign and the scorecard are connected.

Criteria, weights, evaluation modes, and conditions are covered in Quality scorecards.

Edit a Call Campaign

When you open a call campaign, you see a summary with its ID, quality goal, and active criteria count. The configuration sections appear below.

General

In General, complete or review the campaign base details.

Field	Purpose
Campaign Name	Visible name in filters, forms, searches, and reports.
Approval Score	Minimum threshold for considering an audit approved.
Supervisor Emails	Emails associated with campaign notices or follow-up when the configuration uses them.

The approval score does not replace human validation. It helps AuditorIA classify the audit result according to the threshold defined for that campaign.

Audio Sources

In Audio Sources, choose where audio for that campaign comes from or how it should be interpreted. Depending on your installation, you may see options such as Internal, Anura, Net2Phone, SFTP Server, External API, or Neotel.

If audio does not appear in the expected campaign, this is one of the first sections to review.

Tags

In Tags, define how campaign cases are classified.

Mode	What it does
AI	AuditorIA suggests tags based on the content.
Manual	Uses a fixed list defined by your team.
Hybrid	Combines predefined options with AI support.

Tags help users search, review, and analyze cases later. They may also be used as criteria or alert conditions when the campaign is configured that way.

Scorecard

For calls, Scorecard is its own tab. It shows the quality goal, active item count, and access to manage criteria.

The scorecard defines the criteria used to audit calls. If it is empty, incomplete, or outdated, audits may be evaluated incorrectly or may not be generated as expected.

To edit criteria, weights, evaluation mode, critical criteria, and conditions, continue to Quality scorecards.

Alerts

In Alerts, define whether AuditorIA should flag risk situations or notify configured people when certain conditions are met.

Alerts may depend on events, criteria, severity, risk rules, or campaign-specific settings. Not every campaign needs advanced alerts to work.

Processes

For calls, Processes lets you enable automatic actions on audio or completed tasks.

Depending on the available configuration, you may see options such as:

• generate audits automatically;
• generate tags;
• identify speakers;
• generate speaker summaries;
• define a minimum duration for auto-auditing;
• define how often new cases are checked.

Enable only the processes your operation actually needs. If you are not sure, leave the configuration unchanged and validate it with your team.

You may also see rules to exclude low-value transcripts, such as voicemail, silence, or empty audio. These rules help avoid audits, tags, or automatic processes on cases that do not provide useful information.

In installations with automatic ingestion, Automatic call dispatch may be available. It turns call records into processing tasks. This is where duration filters, backfill windows, batch size, worker, model, language, diarization, VAD, and priority rules are defined. This is advanced configuration and is usually adjusted with operational or technical judgment.

AI

In AI, review settings related to intelligent campaign processing.

The screen shows rules by feature, such as call audits, chat audits, tag generation, speaker analysis, suggested questions, agent identification, AI Chat, or campaign alerts.

You may also see effective routing, which shows which provider, model, credential, and fallback chain will be used for each feature.

Edit a Social Media Campaign

When you open a social media campaign, the flow is shorter than for calls. It also shows ID, quality goal, and active criteria, but it does not have a separate Scorecard tab or Processes tab.

General

In General, review the name, approval score, and supervisor emails. This same screen includes Quality Criteria, with the goal, item count, and access to manage the scorecard.

For social media campaigns, access to criteria lives inside General. To edit the scorecard, use the audit/scorecard management button in that block.

Chat Sources

In Chat Sources, select how conversations will be imported or identified for that campaign.

Visible options may include:

• Internal, for manually uploaded conversations or internal API;
• External API, for syncing chats through the AuditorIA API;
• S1 Gateway, for synchronization with an external provider.

Tags

In Tags, social media campaigns also let you choose manual, AI-generated, or hybrid tags.

The logic is the same as in calls: tags help classify, search, and analyze conversations.

Alerts

In Alerts, social media campaigns show a unified center with AI alerts, system events, and event history.

This configuration is used to detect threats, fraud, or other configurable patterns, or to trigger notices based on concrete conditions.

AI

In AI, social media campaigns let you review or edit provider/model rules for campaign features.

You may also see effective routing, which shows the current resolution by feature.

Save Changes

After reviewing one or more sections:

1. Click Save.
2. Wait for the save or sync confirmation.
3. If you were creating a campaign, return to the list and confirm that it appears.
4. If you changed scorecard, tags, alerts, sources, processes, or AI, review the effect on future processed cases.

warning

Campaign changes usually affect future cases. An audit that was already generated keeps the result it had at generation time unless you process or regenerate it again through the corresponding flow.

Impact on Other Flows

Flow	Campaign impact
Upload audio	You must choose a call campaign to upload or process audio in the right context.
Create manual audits	The selected campaign loads the scorecard completed manually, for calls and social media when enabled.
Search tasks and audio	The campaign works as a filter and may also limit which cases you can see.
Review a call audit	Criteria, scores, and results depend on the campaign scorecard.
Chats and social media	Social media campaigns organize written conversations, criteria, and alerts for that channel.
Reports	Results can be grouped or filtered by campaign.

Common Issues

Situation	What to review
The campaign does not appear when uploading audio	Confirm that it exists as a call campaign and that your account has access.
A social media campaign does not appear	Confirm that you are in Campaigns > Social Media, not in the calls list.
Manual audit does not load criteria	Check that the campaign has a quality scorecard configured.
Cases enter the wrong campaign	Review sources, integrations, or file naming rules.
Audits use old criteria	Review the scorecard and decide whether future or specific cases should be regenerated.
You do not see alerts, automatic processes, or AI	This may depend on permissions or advanced configuration enabled for your installation.

Next Step

After reviewing the campaign, continue with Quality scorecards to define or adjust the criteria AuditorIA uses to evaluate calls or chats.