Voicebot configuration

The configuration for the voicebot is available under the “Integrations” tab. Here, you can define general bot settings such as phone numbers, the bot’s behavior when the user doesn’t respond, and the list of countries where phone campaigns can be conducted.

Connected Numbers

In the “Integration” section, you can define the phone numbers the voicebot will use. The phone number is added automatically. You can assign a label to it, which will be visible in the “Outbound Campaigns” module if the bot actively makes calls to clients.

Bot Settings

In the “Settings” section, you can choose one of the following bot types:

• IVR only – The bot is based on assigning actions to specific phone keys.
• Speech recognition – The bot recognizes spoken words from the user and interacts based on a predefined script.
• Speech recognition + IVR – Combines features of both types above.

The configuration of ASR (Automatic Speech Recognition) and TTS (Text-to-Speech) providers can be found in Settings / General / Languages.

You can also specify whether the user can interrupt the voicebot.

No Response from the Bot

In cases of external integrations or high traffic, users may have to wait longer for the bot’s response. In this section, you can activate a feature and define messages that will keep the user engaged until the bot responds.

Available settings:

• Bot response wait time before playing a message (in seconds, with a minimum of 1 second and a maximum of 20 seconds),
• Number of message repeats – defines how many times (at most) the message should be played consecutively (maximum 10 times),
• Message content – where you define the message to be played if the bot does not respond,
• Wait time before disconnection (in seconds, with a minimum of 4 seconds and a maximum of 60 seconds).

No Response from the User

In this section, you can configure the time limit for the user to respond (either by voice or IVR). If no interaction happens within this time, the bot can play a prompt asking for a response.

You can define multiple messages to keep the conversation natural.

Available settings:

• Wait time for user response before playing a message (in seconds, with a minimum of 1 second and a maximum of 60 seconds),
• Number of message repeats – defines how many times (at most) the message should be played before the bot disconnects (maximum of 10 repeats).

Redirecting to an Agent

If the bot is unable to answer the user’s questions, the call can be transferred to an agent.

The transfer can occur in two modes: basic and advanced.

• Basic mode simply redirects the call to the phone number defined in the panel.
• Advanced mode allows for additional information:
  • Transfer target – the phone number where the call will be redirected,
  • SIP headers – used to transmit extra information; several parameters with assigned values can be defined in the SIP headers,
  • Referred by URL – used to specify the source of the transfer.

Advanced Configuration

In advanced configuration, you can define additional parameters with their values. For example, you can specify:

• The number of concurrent conversations the bot can handle from the same phone number,
• A list of alternative languages that the bot can recognize,
• A list of allowed phone numbers to which calls can be made.

Additional Settings

Recordings

In this section, you can enable the call recording feature. You can listen to the recordings in a specific case or conversation in the inbox. If you don’t see an option to listen to the conversation, contact your account administrator and request extended permissions.

Remember to inform users about call recording in the bot’s scenario.

Allowed Countries

Here, you can specify the country codes for which calls can be made. This setting will affect the creation of outbound campaigns – if contact numbers from countries not listed are used, the system will display the relevant information.

Block in Case of Agent Transfer Error

In this section, you can define a block where the user will be redirected in case of an error during the transfer to an agent.