🤖 Documentation: Bot
Omnichannel bot / flows. What it is, how it works and how to use it — explained step by step.
🤖 Definition — Bot module
The Bot is an omnichannel flow builder: you design the conversation once (with nodes: IVR menu, AI assistant, voicemail, transfer, agent hand-off, data lookup…) and activate it on any of its 5 channels. Everything handled lands in a unified inbox.
5 channels to activate a bot: Voice (VoIP), WhatsApp Voice, SMS, WhatsApp and Email.
Note — Voice: Voice (VoIP) and WhatsApp Voice are technically the same voice bot (same flow, IVR, AI and voicemail); the only difference is where the call comes in — the phone network or WhatsApp.
🗺️ Per-channel diagrams
The same flow engine handles each channel; only the entry point changes.
📞 Voice (VoIP)
🟢 WhatsApp Voice
💬 SMS
Voice (VoIP) and WhatsApp Voice use the same voice bot (same flow: IVR, AI, voicemail); on SMS, WhatsApp and Email the same engine drives the auto-reply.
📘 Explanation (step by step)
The module has 4 tabs: Assign (pick the number and assign the flow per channel), Flows (your flow library and which numbers use them), Create (example templates → editor) and Inbox (omnichannel log).
- Create: in the Create tab pick an example template (or "from scratch"). The flow opens in the editor right there to view, analyze and modify it; the templates stay visible (with their description) so you can switch between them.
- Add nodes: menu (IVR), AI assistant, language, business hours, data capture, data lookup (balance/invoice/account), code verification, survey, voicemail, transfer to queue/extension, agent hand-off, guided hand-off to WhatsApp, notification and hang up.
- When you tap Save flow a new flow is created in your library (it asks for a name; the original template is untouched) and you move to Flows. From Assign (or Flows → Apply) assign the flow to channels per number: Voice, WhatsApp Voice, SMS, WhatsApp or Email. The same flow can be shared across several numbers — editing it updates them all.
- Configure the flow notifications (voicemail → email and/or WhatsApp) with a checkbox to enable/test.
- Check the Bot Inbox: omnichannel log (voice, SMS, WhatsApp, Email) with each interaction outcome and the voicemail audio.
Online help: the builder includes online help to build and edit the call and conversation flows.
🔎 Self-service: Data lookup
The Data lookup node lets the caller self-serve: the bot identifies them (by the calling number or by asking for their account number), requests a PIN and returns their data —for example balance, invoice and account— read out by voice or sent by message.
Data sources (chosen per customer):
Data it can return: account, name, balance, invoice (amount, due date, status) and extra fields. Built-in test: each connection has a Test button that validates access and shows sample data, without exposing credentials or the PIN.
Security: read-only connections, PIN never read aloud, encrypted credentials and parameterized queries.
💬 Guided hand-off to WhatsApp
From a voice call, the bot can continue the conversation on WhatsApp: it sends a WhatsApp to the caller and, once they reply, the chat continues on WhatsApp with the call context (name, account, data already looked up). The customer repeats nothing.
Requires the customer to have a WhatsApp number with a bot. The first message is sent as an approved template; once they reply, the conversation opens and the bot continues at the chosen point.