Voicebot-specific actions

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

Forward and record a call

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

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.

When forwarding a call, Chatlayer cannot guarantee the original caller number is maintained and visible in the destination (dependent on country and operator). This can be countered on SIP Forward by sending it as an attribute:

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.

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.

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.

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.

Tips for better cut-off

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.

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 DTMF

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

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.