Introduction

The Callback Note Basic app is designed to streamline communication within your team by allowing agents to easily create callback notes during conversations. This smart app provides a straightforward way to track follow-up requests, ensuring that no important tasks are missed. It’s an essential tool for teams that prioritize efficient communication and task management.

Getting Started

Channel Requirements

Installation Process

The bot requires no extra information to get started.

Using the Callback Note Basic App

App Settings

To adjust the settings for Callback Note Basic:

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:

• Agent

• Operator

App Workflow

Here’s how the Callback Note Basic app works. Fill in the necessary details, such as the follow-up date and a brief description. Once the note is saved, it appears in the Notes accessible by authorized users. When it’s time for the follow-up, the app will send a reminder to the assigned agent or supervisor via push notification or email. This can be set up in your personal profile. Completed callbacks can be marked as Resolved to keep the dashboard organized.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the Callback Note Basic.

Resources

This manual provides help setting up Smart Apps in the Enreach DialoX platform, formerly known as the Botsquad platform (the terms DialoX and Botsquad will be used in parallel throughout the documentation). The DialoX platform is the foundation for all Conversational AI solutions Enreach is offering.

Step-by-step guide

Troubleshooting & Support

Having trouble? Here’s how to find help:

When you are invited to the platform you will receive an email with the invite link. The link is presented as a blue button. Click on it.

Click on the blue button in the email to sign up. When you haven't signup before, you will be redirected to the signup form. You can sign up using a username and password, or using one of your accounts at Enreach (Operator), Microsoft, Google or Facebook.

When you sign up using a username and password you need to provide

1. Your name

2. Your email address

3. A password that is secure. Preferably 8 or more characters, containing at least a capital, a special character and a number.

By clicking on Accept invite using, you can choose between the following options depending on how to log in:

Then read the end user license agreement and agree to it by selecting the checkbox.

Click the "Sign up" button to proceed. This will continue to the apps overview page within the environment you were invited to. When you don't have a bot yet, you can do so now by clicking Create your first bot.

Introduction

The Smart IVR Basic app provides a user-friendly, customizable Interactive Voice Response (IVR) system. This app allows you to automate call routing, guiding callers to the right department or agent without needing manual intervention. Smart IVR Basic is designed to improve call efficiency and customer experience by offering clear menu options and seamless call management.

Getting Started

Channel Requirements

Installation Process

Using the Smart IVR Basic App

App Settings

After installing the app, go to Content -> Configuration to register the forwarding options.

• Label: Provide short and clear labels for each forward option. The labels are used by the app to let the caller know which options to choose from.

• Description: In the description field the instructions to the AI need to be provided which helps the bot to decide to whom it will be forwarding the call.

• Number: Fill out the extension or phone number

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the Smart IVR Basic:

• Operator

• Content Manager

• Producer

App Workflow

The Smart IVR Basic app follows a streamlined workflow:

A caller dials into your business, and the Smart IVR greets them with a pre-recorded welcome message. The caller selects an option from the menu choices provided (e.g., "Press 1 for Sales"). The call is routed to the appropriate department or agent based on the caller's input. Supervisors can review the call flow and adjust the menu options as needed to optimize call handling. Administrators have full control over editing and updating the IVR menu and routing rules at any time.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours determine whether or not the call will be forwarded to the chosen destination. Make sure configure them correctly.

Resources

Introduction

The On-call Router Basic app is a simple and effective solution for managing after-hours or emergency calls. This app allows your team to route incoming calls to the correct on-call staff member based on a predefined schedule. It ensures that urgent calls are handled promptly, improving customer satisfaction and internal efficiency.

Getting Started

Channel Requirements

Installation Process

Using the On-call Router Basic App

App Settings

To make sure you have a working On-call Router, you must have added users to the Phonebook. Users registered in the phonebook can call and set themselves as the current active on-call employee.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:

• Operator

• Content Manager

• Producer

App Workflow

By registering your agents in the phonebook, the app can do two things. It can route incoming phone calls towards the agent that is currently on-call. When an agent calls towards the same app, it allows them to set themselves as the current on-call agent.

When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent. Go to Content in the left menu, then open the On-call Schedule. Click Add to create a new entry in the schedule.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the On-call Router Basic. The schedule is solely based on the On-call Schedule.

Resources

The words Bot, App and Smart App all point to the same concept and are mixed through out the platform and documentation.

End of 2024 the Marketplace was introduced to the Enreach Contact portfolio. As part of this introduction the Apps (also referred to as Bots) are offered as part of an App Tier (also referred to as level). Each tier has their own price, conditions and capabilities.

The following table provides a rough overview of the differences between the levels (tiers).

Legacy Apps (before 2025)

The following apps were offered as part of the Enreach Contact portfolio between 2022 and 2024 before the introduction of the Marketplace.

• Smart IVR

• Whatsapp Calldeflector

Introduction

The Survey Basic app allows you to ask a list of questions and route them through different outputs, such as a note or an email.

Getting Started

Channel Requirements

Installation Process

Using the Survey Basic

App Settings

In the Email Settings page, you can configure the email sent after completing the survey. It's possible to change the subject, header, and any additional recipients via the CC.

The survey itself can be altered via the Questionnaire CMS.

The opening and closing text and the questions are freely configurable to your liking.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:

• Content manager

• Supervisor

• Producer

App Workflow

The Survey Basic starts out by prompting the Opening text, followed by the questions defined in the CMS.

The user can talk back to provide the answers to the questions, followed by a hash key (#) to indicate the end of their answer.

After completing the round of questions, the app will wrap up the conversation with the Closing text.

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the Callback Note Basic.

Resources

• Notes

• Phone

Introduction

The Smart Group Voicemail app enhances voicemail management by allowing incoming messages to be routed and shared among specific teams or departments. This app streamlines how voicemails are handled, ensuring that each message reaches the right group without delay. It’s designed for organizations that prioritize quick responses and efficient communication.

Getting Started

Channel Requirements

Installation Process

Limitations

Using the Smart Group Voicemail App

App Settings

The app can be configured with a welcome and a goodbye message. By default, the app will create a note with the details left by the caller. However when you provide an email address, the app will send the details to that email address instead of creating a note in the Inbox.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the contents of Smart Group Voicemail:

• Agent

• Operator

• Content Manager

App Workflow

The Smart Group Voicemail app can be used as an alternative voicemail box. Simply forward your calls to this app whenever you are unavailable. The app will ask for the callers name, phone number, and reason of the call. These details will be stored so you can follow up on the call on a later moment.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

The opening hours have no effect on the Smart Group Voicemail.

Resources

Enreach wholesalers and customers use Operator to order their services with Enreach. The DialoX services are either ordered as standalone product in the Cloudstore or as embedded services as part of the Enreach portfolio, such as Managed Voice (MKB Pro and MKB Complete).

Cloudstore Orders

In the Operator Cloudstore you can find, depending on your local offering and configuration, the following products:

Orders of DialoX services in the Cloudstore are provisioned manually by the Support and Delivery team of Enreach. They will create an account for you if not already available and set or increase the contract limits. Then they will create an environment in the platform and contact you regarding the delivery. You can then create your bots within the limits set in the account (as per Operator order).

Enreach Contact Orders

Smart Apps can be ordered as extensions in Operator. You can order per level depending on your needs. The marketplace allows you to choose from Basic, Advanced, Professional and Expert.

• Smart Apps Expert

Smart App extensions ordered in Operator are automatically provisioned in the DialoX platform as "Premium channels". Automatic provisioning entails:

• An account is created for your customer if not already existing.

• An environment will be created when not already existing.

• The account limits will be increased of the customer account.

• A channel will be provisioned in the customer environment that is linked to the ordered extension.

Once the Premium channel is provisioned, you (as a Wholesaler) can now continue to deliver the bot in the DialoX platform. For this, open the DialoX platform and navigate to the (newly created) customer environment or simply navigate directly from Operator using the Edit in studio button which can be found in the action menu of your order.

In our platform we distinguish two area’s through our switcher, which you can find in the top right corner of your screen when you are inside our platform. With this switcher you can simply access either the Studio or the Administration area.

Studio

Inside the Studio view you can manage your bots, invite and manage members, grant access requests, settings and keep track of everything through an audit log. The Studio view will help you organise everything specifically your bots and the users.

Administration

Inside the Administration view, you an overall view of your partner status as a wholesaler. You can manage your agency settings, environment settings but also keep track of your end customers.

Introduction

The Call Deflector app enables your bot to answer incoming chat messages on your social channels. It can be used to configure any type of social messaging assistant. By default it is configured to forward messages to an employee (escalate) while sending an automatic reply, but it can also be configured for automatic answering on recognised questions.

On other channels than Whatsapp it will deflect to Whatsapp when it takes too long for an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Getting started

Channel requirements

The app requires a chat channel to handle incoming messages. It can also handle the phone channel to redirect callers to a chat based channel.

Installation process

Using the Call Deflector

App settings

The only settings required for the app are the opening hours. Based on the opening hours the Smart: Escalate node can redirect users to Whatsapp for easier re-engagement.

Roles

• Agent

• Operator

• Supervisor

• Producer

App workflow

The app is configured up with 4 flow files

• Playbook

• Inbox

• Phone2wa

• Web2wa

Playbook

Inbox

Phone2wa

The Phone to Whatsapp (Phone2wa) flow deflects incoming phone calls to Whatsapp. The app asks the user to which phone number it can send a whatsapp message:

Web2wa

The Web to Whatsapp (Web2wa) flow, pushes the chat conversation to Whatsapp. When it takes too long for an operator to join the chat, the user will be shown a QR code. If the user scans the QR Code, their phone will open Whatsapp, allowing them to continue the conversation there.

The deflection to Whatsapp is useful for two reasons:

1. It allows you to re-engage more easily. People don't tend to keep their browser tab with the chat widget open all the time. Whatsapp offers a familiar experience, and users know they can close a conversation.

2. On web, users expect to be answered directly, whereas on Whatsapp they're used to a more slow chat.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The app will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.

Resources

Introduction

The Smart IVR app can automate incoming phone calls. It directs callers to the appropriate department based on their inputs. If the office is closed or agents are unavailable it can capture callback notes or redirect to WhatsApp.

Getting Started

Channel Requirements

Installation Process

Using the Smart IVR

Roles

• Operator

• Analyst

• Producer

• Supervisor

App Workflow

When someone calls within opening hours, the Smart IVR will ask the user to whom they'd like to speak. It will then forward the call to the correct department.

If the IVR is unable to forward the call, e.g. when the user calls outside opening hours, or a department is unavailable, it will fall back to creating a callback note.

Callback Note

The handling of callback notes is done in the 'Note' flow in the flow editor.

Whatsapp

Choosing the Whatsapp flow will cause the Smart IVR to send your caller a Whatsapp message so your caller only needs to respond in order to get in touch.

The Whatsapp flow is by default configured to verify the phone number of the caller and then send them a Whatsapp message.

You can customize this via the 'Whatsapp' flow in the flow editor.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The opening hours are used to determine whether you are online or not. The IVR will only forward calls within opening hours.

Resources

Introduction

The Appointment Planner allows you to have customers schedule appointments directly into your own personal calendar, for example a Google or Outlook calendar.

Getting Started

Channel Requirements

The app requires you to have at least one of the following channels:

• Chatwidget Can be embedded on your website Chatwidget

• PWA Can be hosted on a bsqd.me subdomain Progressive Web App (PWA)

Installation Process

The Appointment Planner comes with a predefined calendar and planner.

The only thing left for you to do is to link your personal calendar and create availability slots, in which people can schedule their appointment.

1. Link your Calendar

From there you can change the Data source of the calendar:

When choosing for Google Calendar or Microsoft Outlook, click the "Connect to .." button.

You will be shown a login screen if not yet logged in at Google or Microsoft.

After choosing the correct account, you need to grant the application access to your account, so it can create the appointments in your calendar:

Then choose the correct calendar, in which the appointments will be made:

1. Create availability slots

Go to "Planning" in the left menu.

Click and drag somewhere on the calendar view to create an availability slot. Optionally you can make the slot recurring, saving you from having to create the same slot every week.

Using the Appointment planner

App Settings

The planner can be configured with the following settings:

• Planning title A name for you to recognise the right planner.

• Create a note For appointments to be visible in your external calendar, this option should be left unchecked. If you leave this option unchecked, they will not show up in the 'Notes' view, but they will show up in your external calendar.

• Day limit Use this to limit how many days ahead customers can schedule their appointment

• Minutes from now How many minutes need to be between the time of making the appointment and the start of the booking itself. This prevents customers from booking appointments that start in 5 minutes.

• Free/busy or Slots The free/busy search strategy attempts to find gaps in the calendar that haven't been filled yet. As a result, events will not overlap. Free/busy can work with multiple calendars to find the first one that has an open spot.

  Free/busy requires availability slots which determine the hours within which to search for an open spot (for example, your opening hours).

Roles

• Operator To reply to inbox channels

• Planner To manage the calendar and planners

App Workflow

The playbook is set up with an opening message and two flow files.

• The Appointment flow handles the scheduling of the appointment.

• The Request details flow is invoked after finding a slot for the appointment. It's used to elicit any information from the user to create the appointment, such as their name, email, reason for the appointment.

Once the date and time are selected, the plan node will fire the Request details flow for gathering the details needed to making the appointment, which are in this case asking for the name, email and the reason for the appointment:

When the details flow is finished, the appointment will be created in the configured calendar.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The office hours have no effect on this app.

Resources

• Base flows

• Planner

• Plan

Introduction

The SMS Call Deflector app will redirect incoming calls to a chat based channel via SMS. The app will send a text message to the caller, containing a link to either a webpage, the PWA, or new Whatsapp chat to a number of your choosing.

The PWA of this app, accepts incoming messages and will escalate to an operator via the Inbox. Only when the operator doesn't join the chat within the preconfigured time, it will ask the customer to leave its contact details. This way the customer will receive either an email or a text message once the operator joins the chat, allowing them to re-engage in their own time.

Getting Started

Channel Requirements

Installation Process

Using the SMS Call Deflector App

App Settings

SMS configuration

Here you can change the destination of the deflection. The three options are:

• SMS to Web URL The SMS will contain a link to a webpage of your liking.

Auto responses

After being deflected to the Inbox via an SMS, the app will use a couple of predefined messages to welcome the user. These messages can be configured via the Auto responses in the Content section.

When a customer sends a message in the Inbox, it might take a while before your team is able to respond. Setting the expectations is crucial for customer success. Therefore the system is designed to send a short auto response, directly after a customer sends a message. In this response the expectations for the response time can be set. Go to the content section and open the Auto responses page. Here you can configure what auto response should be given when a new conversation is started.

Deflector dialog

The SMS Call Deflector will start the converstion with the Welcome message from the 'Deflector dialog'. Then it will ask the customer on which phone number they can be reached via a text message. After receiving their phone number, an SMS will be sent, followed by notifying the customer with the Close message of the dialog. Go to the content section and open the 'Deflector dialog'. Here you can configure the messages sent to the customer.

Roles

Any of the following roles can be assigned to manage the CMS, and thus the conents of the SMS Call Deflector

• Agent

• Operator

• Content Manager

App Workflow

The SMS Call Deflector app operates as follows:

An incoming call triggers the app, which assesses the deflection criteria. If the call meets the deflection rules, the system automatically sends an SMS message using a predefined template. The SMS message offers the caller a choice to continue the conversation via text. Agents can monitor and respond to SMS interactions using the integrated SMS dashboard. Calls that do not meet the deflection criteria are routed through standard channels as usual.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

Opening hours

When using the SMS Call Deflector to deflect to PWA, the office hours will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.

Resources

• Phone

• Inbox

Introduction

The Callback Note app is a valuable tool that enables your team to efficiently handle and track callback requests. This smart app is designed to streamline the follow-up process by creating detailed callback notes that can be shared with team members. The Callback Note app ensures that no customer request goes unanswered, helping you improve communication and customer satisfaction.

Getting Started

Channel Requirements

Installation Process

The bot requires no extra information to get started.

Using the Callback Note App

App Settings

To configure the Callback Note app:

Roles

The Callback Note app includes the following roles:

• Agent

• Operator

• Supervisor

App Workflow

The Callback Note app follows a straightforward workflow. An agent or operator receives a callback request during a customer interaction or from missed calls. The agent or operator handles relevant details such as the customer’s input. Predefined variables are populated from the nodes assigned in the configuration, ensuring consistent data capture. The callback note is stored in the platform and can be shared or assigned to the appropriate team member. Notifications are sent to the assigned agent or team when a callback is due. Once the callback is completed, the note is updated, and the status is marked as done.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The office hours have no effect on this app.

Resources

Introduction

The Order Assistant app is a comprehensive tool designed to streamline and automate the ordering process for your customers. This app allows you to create an interactive ordering system, providing an efficient way to manage order placements, confirmations, and updates. The Order Assistant integrates seamlessly with your communication channels to deliver a smooth and hassle-free customer experience.

Getting Started

Channel Requirements

Installation Process

The bot requires no extra information to get started.

Using the Order Assistant App

App Settings

To adjust the settings for the Order Assistant:

Roles

The following roles can be assigned to manage the Flows for the Order Assistant.

• Agent

• Operator

• Producer

• Content Manager

App Workflow

The Order Assistant app follows a structured workflow:

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The office hours have no effect on this app.

Resources

Introduction

Getting Started

Channel Requirements

The Website Chat requires a Chatwidget channel to be deployed on your own website. The Whatsapp channel is optional to handle chat conversations.

Installation Process

Using the Website Chat

App Settings

The only required settings for this app are the opening hours.

Roles

• Agent

• Operator

• Content Manager

App Workflow

The app is configured with three flows:

• Playbook: Configure initial greeting and prompts to understand user intent.

• Auto reply Flow: Set up automatic responses and escalation behavior.

• WhatsApp redirect Flow: Redirects users to WhatsApp if no agent is available on other channels.

Playbook

Any incoming chat messages will be handled by the default Playbook found in the Flows section.

Auto reply

The Auto reply flow is configured to escalate to a human employee. You can use this flow also to ask some more preliminary or qualifying questions before escalating to a human. To change the behaviour, go to Flows and open the Auto reply flow.

When no agent is available, it will continue to the Whatsapp redirect flow.

Whatsapp redirect

As it is not possible to re-engage users on the Chatwidget or PWA channels, the Whatsapp redirect flow will only trigger on those channels. The little badges that are displayed next to the entry point indicate this fact.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The app will let the user know if they're reaching out within or outside office hours. This helps set the expectation on how long to wait for a reply.

Resources

• Say

• Iterate

• Whatsapp

• Chatwidget

• Opening hours

Now you are logged in you can create your bot.

The button will open a popup to select which bot template to use when creating your bot. Depending on your role and environment settings, as well as order(s), you will get a list of templates to choose from.

The Whatsapp Calldeflector 2.0 bot app enables your bot to answer incoming chat messages on your social channels. It can be used to configure any type of social messaging assistant. In the basis it is configured to forward messages to an employee (escalate) while sending an automatic response, but it can also be configured for automatic answering on recognized questions.

On other channels then Whatsapp it will deflect to Whatsapp after waiting for too long on an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

For this, the Whatsapp Calldeflector 2.0 bot app is configured with three flows:

• Playbook

• Inbox

• Phone2wa

• Web2wa

Quick steps

Generic setup

At minimum you need to take care of the following

Playbook

Make sure to review and change the following nodes in the Playbook flow. Click on Flows and then open your Playbook.

Inbox

Phone2wa

Also called Phone to Whatsapp is the functionality which causes Speech to deflect to Whatsapp, making the Whatsapp Calldeflector complete. When someone calls the extension the caller can be deflected to the Whatsapp inbox using the following flows:

Web2wa

Also call Webchat to Whatsapp is the functionality to drag the live Chatwidget based conversation to a Whatsapp conversation. When the user wants to connect via the Chat widget and it takes to long, the user will be shown a QR which can be scanned to deflect to Whatsapp, as shown down below.

On other channels then Whatsapp it will deflect to Whatsapp after waiting for too long on an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Setup

At minimum you need to take care of the following:

The Smart IVR template enables your bot to answer incoming phone calls. A Smart IVR template can be used to configure any type of voice assistant. In the basis it is configured to forward your call to the right department based on an opening question. It also contains flows for taking a call back note and deflect to whatsapp when no agents are available or the office is closed.

For this, the Smart IVR is configured with three Flows:

• Playbook

• Note

• Whatsapp

Quick steps

Generic setup

Playbook

Make sure to review and change the following nodes in the Playbook flow. Click on Flows and then open your Playbook.

Review the following nodes:

Fallback

Now you need to decide what you like the Smart IVR to do when the office or one of the departments is closed. Either go to the Note flow, go to the Whatsapp flow or do something else.

Fallback to Whatsapp

Choosing the Whatsapp flow will cause the Smart IVR to send your caller a Whatsapp message so your caller only needs to respond in order to get in touch.

The Whatsapp flow is by default configured to verify the phone number of the caller and then send a whatsapp message. Go to the Whatsapp flow:

And change the following:

Fallback to Note

When you don't want to deflect to Whatsapp in case of inavailability of your team you can also choose to take a note (in order to call the caller back later).

The flow for this is configured in the flow Note.

Depending on your use case you can change or extend the questions asked but at least you need to consider wether you want the call back notes to be collected in the Notes section of the platform or to be send as an email. By default it will create a note (see 1). Change it to Send: email instead when you want an email to be sent.

Skills

Once you have completed all the input fields, the next step is to configure your specific output. This could be a note but also an email. In the screenshot below you can see how you can define your output in settings.

1. Go to Settings.

2. Click on Survey email settings.

4. Fill in the email Subject.

5. Fill in the the Header.

6. Optionally set an email domain as a CC.

Quick steps

Generic setup

Playbook

Make sure to review and change the following nodes in the Playbook flow. Click on Flows and then open your Playbook.

Review the following nodes:

2. say what is expected now (we need some details)

7. say what can be expected from here (we will call you back asap)

8. say goodbye

Skills

For companies that offer on call services to their customers it is quite a hassle to configure an on call schedule in their PBX. A bot with the Oncall Assistant template installed solves this issue quite easily.

After installing the skill you can simple add the node "Dial: On Call" to your flow and configure your agents and planning in the Content section of the platform. Using this approach even users without the right to edit your flows can change the On call schedule of your agents.

Add Dial: On Call to your Flows

There will be a new flow node introduced to your bot called "Dial: on call". This node needs to be added to your flow in order to enable it.

1. Go to the Flows section of the platform

2. Find the place in your flow where you want to have the bot to dial the on call agent.

3. Click right mouse button, click on Dial and then on On call.

4. Now make sure your flow routes a link (Arrow) to your new Dial: on call node. In case this is the only node in your Flow, you need to connect it to the Entry trigger.

5. Open the side panel of the node by clicking on the title bar of the Dial: On call node.

1. Now fill in the text and the fallback number.

2. Now go to the Content section and add your agents to the On-call Phonebook.

3. Then configure who is available for on call services from when in the On-call Schedule page in the Content section.

Oncall Assistant Template

Oncall Assistant Phonebook

In order for the On call function to work the system must know which agents there are to route the call to. The on call agents can be configured in the Content section.

1. Click on Content

2. Click on On-call Phonebook

3. Click Add

Oncall Assistant Schedule

When the agents are configured we can configure the schedule. This will help the system to know when to route the call to which agent.

1. Click on Content

2. Click on On-call Schedule

3. Click Add

The Smart IVR Basic enables your bot to answer and forward incoming phone calls. The Smart IVR Basic is configured to forward your call to the right department based on an opening question.

Quick steps

Generic setup

3. Add a welcome text

4. Configure the various forwarding options to whom the bot will be forwarding incoming calls

Configuration

After installing the app, go to Content -> Configuration to register the forwarding options.

1. Label: Provide short and clear labels for each forward option. The labels are used by the bot to let the caller know which options to choose from.

2. Description: In the description field the instructions to the AI need to be provided which helps the bot to decide to whom it will be forwarding the call.

3. Number: Fill out the extension or phone number

Skills

During the callback request process, the Callback Note bot may prompt the user to provide certain information such as their name, phone number, reason for callback, and preferred callback time. This information helps ensure that the callback note is efficient and relevant to the customers needs.

Once the user submits the callback request along with the required information, the Callback Note schedules the callback based on the specified preferences. This scheduling functionality ensures that the callback occurs at a convenient time for the user and helps manage the workload for representatives handling callbacks.

Once your customer has spoken in the variables as stated above, this will eventually result in a Callback Note. Handle accordingly by Marking it as done or Assigning it to one of your colleagues in the manage panel on the right side.

Introduction

The Survey app allows you to ask a list of questions and route them through different outputs, such as a note or an email.

The app then stores all that information in a note.

Getting Started

Channel Requirements

• Phone The app is configured to take the survey via a phone conversation. Phone

Using the Survey

Roles

The following roles can be assigned to manage the Flows for the Survey.

• Producer

• Operator

• Supervisor

App Workflow

The app starts by asking the preferred language of the user, as this isn't always the same as the country code of the phone number.

After receiving the feedback the app asks the user whether or not the support team can reach out to the customer for any further details. If so, the app asks for the users phone number.

Finally the results are stored in a note, which can be viewed when going to 'Manage - Notes'.

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The opening hours have no effect on this app.

Resources

Find more info here:

• Phone

• Contacts

• Ask: open

• Ask: phone

• Send: note

Introduction

The Callback Planner uses a calendar and a planner to schedule callback appointments.

Use a planner to create slots

The planner allows for some extra configuration such as how many days in advance appointments can be made.

Getting Started

Channel Requirements

• Phone The Callback Planner can be used to deflect incoming calls and plan callback appointments. Phone

Installation Process

The Callback planner comes with a predefined calendar and planner. The only thing left for you to do is to create availability slots, in which callers can schedule their callback appointment.

Using the Callback Planner

App Settings

The planner can be configured with the following settings:

• Planning title A name for you to recognize the right planner.

• Create a note If a note is created, the appointment will be listed in the 'Notes' view. They will also show up in the Inbox - Today view.

• Day limit Use this to limit how many days customers can schedule their appointment

• Minutes from now How many minutes need to be between the time of making the appointment and the start of the booking itself.

• Free/busy or Slots The free/busy search strategy attempts to find gaps in the calendar that haven't been filled yet. As a result, events will not overlap. Free/busy can work with multiple calendars to find the first one that has an open spot.

  Free/busy requires availability slots which determine the hours within which to search for an open spot (for example, your opening hours). The slots search strategy requires you to create specific slots up-front. Each slot has a maximum capacity. The planner then tries to find slots that haven't been completely filled yet, and plans an event that matches the starting and ending time of the slot. Events will overlap if the capacity is greater than one.

Roles

• Operator To reply to inbox channels

• Planner To manage the calendar and planners

App Workflow

The playbook is set up with an opening message and two flow files.

• The Appointment flow handles the scheduling of the callback appointment.

• The Details flow is invoked after finding a slot for the callback appointment. It's used to elicit any information from the user to create the appointment, such as their name, phone number, reason for calling, etc.

Once the date and time are selected, the plan node will fire the Details flow for gathering the details needed to making the callback appointment, which are in this case asking for the name, the phone number and the reason for the call:

FAQ

Languages

The app will determine the language of the user based on their phone number. The app falls back on the default language of the app in case the language cannot be determined (e.g. French or Dutch in Belgium).

It's possible to add an "Ask: Language" node to allow users to switch to their preferred language.

Opening hours

The office hours have no effect on this app.

Resources

• Base flows

• Phone flows

• Planner

• Plan

• Today

It is only built to forward messages to an employee (escalate) while sending an automatic response.

On other channels then Whatsapp it will deflect to Whatsapp after waiting for too long on an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Quick steps

At minimum you need to take care of the following

4. Configure the auto reply behaviour in the contect section, see below

Content -> Auto responses

When a customer sends a message it might take a while before your team is able to respond. Setting the expectations is crucial for customer success. Therefore the system is designed to send a short auto response, directly after a customer sent a message. In this response the expectations for the response time can be communicated.

Go to the content section and open the Auto responses page. Here you can configure what auto response should be given when a new conversation is started.

1. Click on Content in the main menu on the left hand side

2. Click on Auto responses

3. Fill in the text that you want to reply when the company is open (online), e.g. Thank you for your question, we generally respond within 1 hour.

4. Fill in the text that you want to reply when the company is closed (offline), e.g. Sadly we are closed right now. We will come back to you when our office is open again.

5. Fill in the text that you want to reply when the company is open (online) but there are no operators available

6. Choose the timeout amount in seconds after which the system will deflect to whatsapp.

Content -> Call deflector

When the call calls the number and nobody is available to take the call, setting up your call deflector flow will give you(r) and or your team the opportunity to deflect the customer to Whatsapp. Therefore the system is designed to send a couple of questions before sending out a call deflection template to which the customer can reply to start the conversation via Whatsapp.

Go to the content section and open Call deflector page. Here you can configure what questions should be given before you can deflect your customer to a Whatsapp conversation.

The Basic Group Voicemail app can be used as an alternative voicemail box. Simple forward your calls to this bot whenever you are unavailable.

The bot will ask for the callers name, phone number, and reason of the call. These details will be stored so you can follow up on the call on a later moment.

The app can be configured with a welcome and a goodbye message. By default, the bot will create a note with the details left by the caller. However when you provide an email address, the bot will send the details to that email address instead of creating a note in the Inbox.

Generic setup

2. Provide the welcome and goodbye text
3. (Optional) Provide an email address

Notes that are generated by your Voicemail are collected in the Notes section. There notes can be followed up by marking them as completed. This way you'll never forget to follow up on made promises by your bot.

The Callback Based Router allows you to route directly from number to number. This can be from external to extension, extension to external, extension to extension and vice versa. This creates a structured workflow in which you can create the desired routings without any effort.

Using the Called Based Router

When you want to start routing numbers you need to do the following steps:

1. Navigate to the left menu.

2. Click on Content.

3. Go to Routing Table.

4. Fill in the Caller.

5. Then fill in the designated destination that the caller needs to be routed to.

As you can see in the image above, you see that the caller, the person who is calling, is routed to the target, or the desired destination. After you connected a public number to your Caller Based Router and start calling this number, the caller (+31612345678 in this situation) will be routed to the target.

The Base flows skill contains the following node types:

Send:

Ask:

Control flow:

Put together a Progressive Web App (Web App) in just a few seconds. Users would be able to interact with your bot directly within the Web app interface. This could involve asking questions, receiving responses, and engaging in conversation as they would with a traditional chatbot interface.

Setup

2. Choose Progressive Web App

3. Fill in a subdomain to use for your Web App.

Manage

Manage your Web app by using the three tabs after following the setup steps above. Click on the buttons below for more information.

The Basic Callback Note app can be used as to create notes when you are unable to take the phone call.

The app can be configured with a welcome and a goodbye message. By default, the bot will create a note with the details left by the caller. However when you provide an email address, the bot will send the details to that email address instead of creating a note in the Inbox.

Generic setup

2. Provide the welcome and goodbye text

Notes that are generated by your Voicemail are collected in the Notes section. There notes can be followed up by marking them as completed. This way you'll never forget to follow up on made promises by your bot.

The callback note can be handled accordingly by Marking it as done or Assigning it to one of your colleagues in the manage panel on the right side.

Introduction

Can't answer the phone during peak moments? Or are you contacted outside of your service hours? Have the Callback Planner offer your customers some convenience by making it easy for them to plan a callback appointment.

This way callers don't need to wait in the queue or remind themselves to call back sometime later.

The Callback planner will try to find the right date and time together with the customer. You can configure the planner to either directly offer one or multiple suggestions, or even ask the customer directly for a desired date and time.

The user can either confirm or decline. When the user declines, the bot will find the next possible slot. When users ask for a specific alternative, the bot will try to find the best possible option that corresponds to the request. In the below example, the bot found the next available slot that comes closest to the question to be Monday at 10:00:

After finding the right point in time for the callback appointment, the planner will ask the customer for their name, phone number, and reason for the call.

Installing the bot

Configuring the planner

The Bot App is plug and play. It does however need to know when it can plan appointments. To do this we will hook up a planner for the bot. The planner is a view across one or multiple calendars (e.g. different colleagues or departments). But it is also fine to just use a single calendar for the planner.

Let's configure our first calendar and planner.

1. Go to 'Settings', and then 'Calendars'
2. From there, click on 'Add calendar', name your first calendar and hit 'Save'.

Now that we have a calendar we can link it to a planner.

1. In the left sidebar, go to Planning.

2. Then via the planner selector in the top left, click 'Add new planner'

3. Provide a name, configure the limits and choose between a free/busy or a slots planner, then click 'Save'.

Creating slots for appointments

You can create a slot by selecting and dragging a time window on the planner.

You will then be shown a modal where you can set up the recurrence of the slot, and the maximum capacity.

Flows

This Bot App comprises three Flow files:

• Playbook, to start the conversation

• Appointment, to make the appointment

• Details, to capture the details for the appointment

Once the date and time are selected, the plan node will fire the Details flow for gathering the details needed to making the callback appointment, which are in this case asking for the name, the phone number and the reason for the call:

Skills

This bot is composed out of the following skills. Click on the skill to read the details.

Node types:

Hide input setting

The Web flows skill introduces a specific settings page to manage the availability of the input bar in the conversation.

When the input bar is disabled your bot doesn't need to be able to respond to off topic user intents. Your users will keep on the path you've set out for them in your dialogs easier compared to when you leave the input bar open for free format text messages.

You can disable the input bar by going to the settings page of this skill, called Settings for web.

This skill enables you to add Email as a channel to your bot.

This option is currently only supported in custom propositions.

Installation of the skill in your bot is at own risk.

On other channels then Whatsapp it will deflect to Whatsapp after waiting for too long on an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Setup

At minimum you need to take care of the following:

Playbook

Make sureto review and change the following nodes in the Playbook flow. Click on Flows (1) and then open your Playbook (2).

Auto_reply

The auto_reply flow is configured to escalate to a human employee. You can use this flow also to ask some more preliminary or qualifying questions before escalating to a human. To change the behaviour, go to Flows (1) and then open the Auto_reply flow (2).

By default it will continue to the Whatsapp flow when no agent is available, see next paragraph.

Whatsapp

The Whatsapp flow will only kick off on the Web Widget or Web PWA channels, since these channels have no way to re-engage the Contact. So on Whatsapp this is flow is skipped (we are already on Whatsapp). The little badges that are displayed next to the entry point indicate this fact.

The LLM Knowledge base skill adds two capabilities to your Smart App to generate responses to users and operators using a large language model AI service that uses a predefined Knowledge base as its content.

How to install?

Installing the package

Depending on your license, the LLM Knowledgebase skill can be installed in the packages section of the platform.

Not all Smart Apps support the LLM Knowledgebase skill. When they do however you can perform the following steps to install the skill to your App.

1. Go to packages

2. Click on Browse skills

3. Click on LLM Knowledgebase

4. Click on Install

5. Publish the app to gain access to the 'AI - Knowledgebases' page

Configuring the AI

Configuring the Inbox settings

If you want to use the knowledge base and the LLM Prompt in the inbox to generate suggestions to the operators and agents, make sure to configure the Prompt and Knowledgebase in the Settings page called "Inbox AI", see below:

How to use?

In the Flow Designer

The LLM Knowledgebase skill introduces the following flow nodes to your Flow designer in order to provide responses that are generated by the LLM to users of your Smart App:

In the Inbox

The LLM Knowledgebase skill also introduces an Inbox Command for generating response suggestions using the LLM. The Inbox Command is available in the input bar when an operator or agent has joined the conversation.

When clicking the inbox commands button a list appears with the available commands. Depending on the skills you have installed you get zero, one or more options. When the LLM KB Skill is installed you should at least see the option "AI Suggestions".

You can click the AI suggestions option directly (so without having typed anything yet in the input bar) as shown above, or first type a hint to the AI and then click on the AI suggestions option to hint the AI into a specific direction for its answer:

Frequently asked questions

I get a warning in the inbox when I try to use the Inbox Command: AI Suggestions

You should configure the prompt and/or knowledge base in the Settings section, see above, when you get this message.

The Phone flows skill enables your bot to be used for telephony. It adds the following node types:

Content

Furthermore, this skill introduces the following system intents in the AI section:

System intents are intents that are managed by the DialoX team since they are needed for other platform skills to work properly, like Yes, No, etc.

The Address Flows skill can be used to ask a user for an address. The skill will perform an address lookup via Google Maps to validate whether or not it exists.

How to install?

Installing the package

Depending on your license, the Address Flows skill can be installed in the packages section of the platform.

Not all Smart Apps support the Address Flows skill. When they do however you can perform the following steps to install the skill to your App.

1. Go to packages

2. Click on Browse skills

3. Click on Address Flows

4. Click on Install

Configuring the API key

Enter the generated API key in the 'Integrations - Secrets' section.

How to use?

In the Flow Designer

The Address Flows skill introduces a new Ask node to ask for a users' address:

• Ask: Address

Frequently asked questions

The LLM Flows skills adds capabilities to your Smart App to generate responses to users using a large language model AI service. The capabilities are exposed in the following flow nodes that you can add to your flow canvas:

What is a large language model?

A Large Language Model (LLM) is a type of artificial intelligence (AI) model designed to understand and generate human-like text based on the input it receives. These models are trained on massive datasets of text from books, articles, websites, and other written content, enabling them to process and generate coherent language.

The DialoX platform uses mainly the ChatGPT models from Open AI, hosted on the Microsoft Azure platform and Gemini models from google hosting within Google cloud.

How to install?

Depending on your license the LLM Flows skill can be installed in the packages section of the platform.

Not all Smart Apps support the LLM Flows skill. When they do however you can perform the following steps to install the skill to your App.

1. Go to packages

2. Click on Browse skills

3. Click on LLM Flows

4. Click on Install

The Chat flows skill introduces nodes that only apply to generic chat interfaces, like for instance asking an email address, showing an image or escalating to a human operator. These are functions that cannot be done over phone.

The following node types are introduced in this skill:

Content

In case of lunch time you need to add a Timeplan that looks like this:

Now you can change your Flow to branch specifically on the tag timeplan:lunch the same way we implemented the out of office logic.

Click on the link to the Say node and change the Link details on the right hand side:

Select the Timeplan tag and provide a label for explanatory purposes.

And now you have a flow that handles lunch breaks too!

OAuth Flows lets your users authenticate via third parties as Google, Microsoft or Operator.

You can do this to verify users' identity in the app.

The skill allows users to authenticate both via phone or via chat channels.

Phone channel

When authenticating users via phone, the skill will send the caller an SMS, containing a link to a login page for either Google, Microsoft or Operator.

After logging in with their personal user credentials, the app will be notified, and receive the authenticated details of the caller.

The user will be updated based on the identity received by the third party.

Chat based channels

When authenticating users via chat, the skill will show the users a login button for the selected third party. After logging in, as in the phone channel, the app will receive the identity from the third party.

However, sometimes more flexibility is required. For this the Timeplan skill can be used. It allows users to define one or more alternative timeplans, for instance to allow for Lunch time.

Installing the Timeplans skill

What is a timeplan

A timeplan is a scheduled event that can overwrite your online or offline status set by the default Opening hours settings and even set an additional tag so you can define specific behaviour in your flow that needs to happen when this scheduled event occurs.

A timeplan can trigger weekly, yearly or at one single date and time. Examples:

• use a yearly timeplan to schedule Christmas closing

• use a weekly timeplan to schedule daily lunch time closing

• use a one time timeplan to schedule closing due to a company offsite or event

Adding a timeplan

The skill adds a page to manage your timeplans in the Settings section.

1. Go to settings and click Timeplans.

1. Click Add to add a new timeplan.

This will add a new line:

1. Click on the newly created line to unfold the form

1. Now provide a description (for you to keep track of the different timeplans)

2. Select what kind of Timeplan it is: One time, Yearly or Weekly.

3. Choose the "Set system status" to be nothing when your timeplan doesn't affect the online or offline status of your bot, otherwise choose online or offline when it does impact the status.

4. Choose to add a specific tag which then can be used in your flow to make specific logic based on this tag, for instance when you want to say to the user "We are currently having lunch" or something.

5. Now, dependent on what kind of Timeplan you selected you can fill in the details (see examples below for more information):

   1. Weekly: days of the week followed by a from and until time

   2. Yearly: month, day and a from and until time

   3. One time: date and a from and until time

Fields