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Voicebot-specific actions

This page details specific actions that you can do with voicebots only.

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Forward and record a call

Transferring a voicebot to an agent happens with a call instead of chat.

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Forward a call

1

From your canvas, add an Action block.

2

Select the Forward call, Start recording the call, or Stop recording the call step.

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Record a call

If you have a voicebot, chances are you need to record part of your calls for legal or administrative reasons. Here is how you can do it:

1

Go to your Channels > Voice > Settings tab.

2

Toggle on the Save recordings feature.

By default, your Sinch Voice channel settings for recordings will be off.

3

Go to the History > Conversations tab and listen to your conversations.

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Record only a part of a call

1

Go back to your Flows.

2

Find the spot in the flow where you'd like to start the recording and drop an Action block.

3

Add a Start recording the call step.

4

Click Save.

5

Do the same at the point of the flow where you'd like to stop the recording, using the Stop recording the call step this time.

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Please bear in mind that even if you add more than one start/stop recording actions in the same bot, only the last one will be available in the recording widget.

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If you wish to maintain the recording until the end of the live agent conversation, you don’t need to add a Stop recording action.

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The following is optional and dependent on your tests:

  • If you realize that the last bot or user utterance is still showing up in the recording, we suggest you add a Delay, before the Start recording the call step, that is long enough so the last message before the action is not recorded.

  • If you want to prevent your recording from including the conversation between the user and live agent from Sinch Contact Pro after offloading, add a Stop recording the call step prior to the Forward the call step.

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DTMF

Chatlayer supports dual-tone multi-frequency (DTMF), allowing users to click numbers on their dialpad for redirection.

To use DTMF in your bot:

1

Add a Condition block to your canvas.

2

Set up your conditions.

The user input, stored in the variable choice, determines which Go-To option to execute. The input guides the user to a corresponding bot flow, routing calls to the designated queue.

For example:

  • Customer Support: Say "Support" or press 3 to transfer to Customer Support.

  • Marketing: Say "Marketing" or press 2 to transfer to Marketing.

  • Sales: Say "Sales" or press 1 to transfer to Sales.

Example using speech recognition.
Example using the phone dialpad.
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You can also use DTMF to collect the user's preferredLanguage and change the language that the bot is using conversationally.

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Collect input in voicebots

You can save anything the user is saying as a variable by using the voiceMessage format type in Collect input blocks. Read more here.

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