Phonebots can be created to receive and make calls to complement the work of your customer support or sales team.
By designing a phonebot, you can automate most repetitive tasks and queries and filter the most urgent support and customer service requests, allowing your team to focus on higher priority tasks. Phonebots are created with the same interface one would use to create chatbots and can load and run the same scripts you would use for a chatbot.
Before you begin creating your phonebot, make sure to go through Class 3. There you will learn how to use the script creation interface.
A phonebot can speak the messages on your scripts, evaluate options, transfer calls, play sounds, evaluate conditional components, query an API, book reservations and more.
One critical difference between the components in a chatbot and in a phonebot is the way options and reservations are displayed. While options and reservations are displayed as elements you can click on a chatbot, in a phonebot these elements will be displayed as options you can choose with your keypad.
For example these three options:
Will be spoken by the phonebot in the following format:
Please select an option: For Make a Booking press 1 For Quick Answers press 2 For Open support ticket press3
The same will be for booking a reservation:
Please select an option: For March 4, 15:30 press 1 For March 4, 16:00 press 2 For March 4, 18:00 press 3 ...
The caller can then select the desired option by pressing a number in his keypad.
To play recordings and sounds you will have to use a link component with the url of the sound file. For example:
This will play the recording set in the url of your phone script. Whenever the conversation reaches this component, it will play the sound and then continue with the rest of the script.
In some cases, you will also want to transfer the call to a human.
To transfer the call create a transfer component in your script. You can only transfer to telephone numbers so select telephone and enter the number where you want to transfer the call.
Enter the full number, including the country code and the plus sign.
Phonebots cannot load html and videos, so make sure your script does not include one of these components.
To test your phone scripts, go to PhoneBot>Test. There you can select the script you want to test.
You will have to select the script and create a code for your script.
Call the number provided in the webpage and enter your code followed by the number sign (#).
To configure your phonebot you need to get a phone number through our platform. The premium plan includes a free phone number so you can always use that one, but you can also order new phone numbers to install additional Phonebots.
Once the phone number has been provisioned in your account, go to PhoneBot> Settings.
In this section you will be able to configure the initial script for your phone. Select the phone, select the script and save.
Your phone number will be linked to that script.
You have two options to make calls. The first one is to upload a csv in this format.
The CSV has to include the phone number origin of the call, the destination phone number, and the script that will be loaded for that call.
Upload the file, match the columns according to the instructions and press upload. You phonebot will start to call the phone numbers in the csv.
The second option is to make calls with the API. You will need to generate a token and then call the API endpoint with the following parameters:
{
"User":"youruser",
"From":"One of your numbers",
"To":"Destination Number",
"Script":"the script to load",
"token":"your security token"
}
You can send these parameters to the API endpoint everytime you need your phonebot to make a new call.
Phonebots can be created to make surveys, filter incoming calls, generate and qualify leads, among others.