🤖 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)
- Pick the number or email account and build the flow with the builder (or start from a predefined template).
- Add nodes: menu (IVR), AI assistant, voicemail, transfer to queue/extension, agent hand-off, hang up.
- Assign the flow to channels. Voice and WhatsApp Voice share the main flow; SMS, WhatsApp and Email can use the same one or their own.
- 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.