Voice Bot Basics
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Voice Bots manage automated phone call conversations that are part of a user's . They can be used as to start a Journey or started as part of an Action Chain.
Voice Bots provide a way to tie phone calls into a user Journey, making them a crucial part of , following up with users, and .
The simplest example is to create a Voice Bot triggered from a Web Page to a phone number previously stored by the App.
Since the Voice Bot is triggered from a Web Page and the user will receive a phone call with an SMS option, a and a Chat Bot must be created first.
In this example, the user will complete the form with their name and phone number and, when clicking on the “Track my order” button, a phone call will be triggered to their phone number.
Three Actions must be added to the button for it to trigger the Voice Bot:
Click on the '+' sign next to Voice Bots and then select Create Blank or a Voice Bot Template.
Use the Keyword Matcher to capture voice responses or the DTMF Matcher to capture pressed keys on the phone.
This way, after pressing the self-service option, the user will receive an SMS to continue to self-service from the Web Flow.
We recommend adding transparent naming to all Voice Bot components to easily connect the Decision Options to each expected result.
: to set the variable that will indicate to the App which number to call
: to set the values for the current Actor in the Journey
: to run the selected Voice Bot
Voice Bots are created from the .
Select and type the message the user will listen to. Next, enter the Decision Options the user will receive upon following the Voice Bot indications.
In this example, “Response 2” will allow the user to perform self-service. To configure “Response 2”, go to its Decision Menu and, in Actions, select Start Chat Bot from After Voice Prompt and pick the corresponding .
Finally, can be added to Voice Bots to customize the message.
