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.

The complete technical documentation for the DialoX platform is described at DialoX Developer Documentation. However, this manual only focuses on the following three solutions that are built on top of the platform:

Step-by-step guide

Troubleshooting & Support

Having trouble? Here’s how to find help:

• Access detailed guides and troubleshooting tips within the platform for partners.

• Access detailed guides and troubleshooting tips within the platform for development.

• Contact Support: Reach out to us via live chat or create a ticket via the .

2025 November 11th

• Introduce Breakout: To chat and Breakout: Return nodes, to ask for complex data on a phone conversation.

2025 November 10th

• The node now provides the option to specifically store a user extension without a phone number.

2025 October 29th

• The LLM Flows skill now contains a new node, .

2025 October 14th

• The and nodes now support the customization of the "Hold message" and "Hold message interval".

2025 October 10th

• All apps receive the optional , allowing operators to send one-off SMS messages from the Inbox to the user.

2025 September 30th

• The node now supports triggered links.

• Strict mode has been removed.

2025 September 4th

• The Send: note node is replaced by the new node, along with the introduction of a node to update the existing note in the same conversation.

• A bug for the timeout on escalation nodes not kicking in has been fixed.

2025 June 16th

The DialoX platform is updated to . Besides this two new Apps are introduced to the global App Store (specific availability depends on your country/partner organisation):

• The app is reintroduced, this time capable of performing more types of routing then simply routing one phone number to another. It now also supports rules like routing patterns (when the number starts with +49…), when the caller is new or returning, when the caller is anonymous, or when the caller is tagged with a specific tag (via a CRM for instance).

• A new App called is introduced. This app provides a PWA based web chat solution with an Inbox that can be launched from a QR code. This QR code can be printed on stickers, to be able to launch a chat on a specific location or about a specific device or artifact. Think about being able to provide help desk support directly from a specific Printer or Desktop, or providing support in physical environments like a Playground or Museum, being able to report something is broken, etc.

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.

Level 2 - Advanced Smart Apps are customizable using . They also enable the use of our API.

Flows

Apps in the Advanced Smart App tier come with a built-in Flows that define their behaviour. These Flows can be used as they are, with minimal configuration, or fully customised to suit your specific use case. Learn more in the section.

The backups will support manual and automatic bot backups, automatically backup on bot upgrade and support mass upgrade of bots.

The Security page allows you to change your password and to enable or disable multi-factor authentication.

Password

Your password must contain at least 8 characters of which minimally one capital, one lower case and one numeric digit.

Note: You cannot change your password here if you log in with Microsoft, Google, Facebook or Operator.

The Web flows skill introduces node types and functions that only apply to chat on Web channels, like the Web PWA or the .

Node types:

Level 4 - Expert provides access to all the skills and apps available in the other Levels. In addition to that, you can build fully custom bots via Scripting (Creator).

See also DialoX Developer

Level 1 - Basic Smart Apps are simple to use, providing out-of-the-box solutions with minimal setup for a variety of use cases.

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.

Level 3 - Professional Smart Apps are customizable using Flows, and offer access to advanced features like integrations, planner capabilities, and knowledge bases.

Planning & Scheduling Apps

The planner skill allows users to reserve time slots in your calendar. The Appointment Planner App uses chat features to schedule specific appointment times sent directly to your calendar. The Callback Planner App is a phone implementation that lets users choose a window of time in which you will call them back to follow up, leaving a callback note with relevant information.

This section explains the usage of the inbox.

Integrations are a special type of skill in the DialoX platform. They are used to connect your Smart App to external sources, both to give the App access to data it needs and enabling it to perform tasks in the connected systems.

The opening hours settings of your bot don't allow for specific exceptions or additional timeplans. For this the Timeplan skill can be very helpful. The Timeplan skill allows you to set a specific tag for specific time plans. This way you could configure specific logic for a certain time plan.

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.

Add a link (1) from a Branch node to a Say node (2) that explains it is lunch time. This Say node will then link to the Note flow using the Go to flow node (3).

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!

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:

• Say: LLM

• Iterate: LLM

• Run prompt

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 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.

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.

In order to elicit a postalcode from the user, you could use for instance the Ask: open or Ask: number nodes, depending on the format of your postalcode. However, if you really want a valid postalcode check, this skill helps you do just that by introducing a node to your Flow designer that will ask a postalcode and check the validity.

Installing the Zipcode flows skill

1. Go to packages

2. Click on Browse skills

3. Click on the corresponding tile

4. Click install

Use the Ask Zipcode node

Now you can go to your flow canvas and start using the node.

Here are the arcticles in this section:

The Survey Extension allows you to ask a list of questions and route them through different outputs, such as a note or an email. The allowed channel on which the Survey Extension can be used is the Smart IVR. Once you have installed the correct template you can fill in the following fields.

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.

3. Specify your customers email domain (leave open to create Note, which can be found in ).

4. Fill in the email Subject.

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

• dial number

• dial smart

Content

As part of the phone flows the content page Voice lexicon is exposed. Using this content page translations can be made for words to their phonatic versions when text to speech fails or can be improved. See for more information.

The studio settings section will give you the ability to save specific contact fields such as Last seen, Email, Phone, Language which will be converted into User details once contact has been made. Our Contacts page will store them accordingly.

For every supervisor there is a function in the Studio view where you can filter the assigned operator conversations by using a operator picker and date picker. With this control you can get a quick overview of your current and handled conversations based on the operator you want to supervise.

By default the filter is off.

Make sure you have invited your operators in the specific environment on which you want to filter out the conversations. Below you will find an example of how to use the filter functions.

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.

The Social Inbox 2.0 template enables your bot to answer incoming chat messages via the and 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.

The Contact Connect integration will automatically pull any data on the caller from your CRM into the bot. This allows you to build a flow tailored to the needs of your customers.

The integration will use the callers' phone number to look up any known data.

Installation

The Inbox SMS skill empowers operators to efficiently send one-time SMS messages directly from the Inbox interface to users. This feature allows SMS to be sent regardless of the current conversation channel, ensuring important updates reach the user promptly.

This skill is particularly advantageous for customer support teams looking to enhance their communication strategies with timely SMS outreach.

How to get started

The Availability Settings in DialoX allow you to manage your online status and control when you are available to receive calls, chats, and other customer interactions. By configuring your availability, you ensure that communication is handled effectively and during appropriate hours, enhancing the customer experience.

Accessing availability settings

To adjust your availability in DialoX:

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.

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 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

There are two ways to get a conversation in the watched folder.

1. When the Watch button is used.

2. When invited to a Team Chat.

The Watch button can be found in top of a conversation.

Now the conversation will be available in your Watched

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.

The Contacts page shows the contacts (end users) that engaged with your bot and operators.

Create user

By clicking on the + Create user button (Inbox view) or +Add Contact button (Studio view) a form will popup where you can fill in general contactdetails such as first name, last name, email, phone, choose language, insert a timezone and an optional free-form external id to identify your user(s).

By clicking the Save button the contact you will store the newly made contact in your CRM. By making new contacts, you will see functionalities to start connecting. It should look something like this:

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

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:

There is an option for Organisation Managers to be able to take control of their bot by having a general settings section which is called Extra options. You will be able to Export (download a copy of a bot's code as backup) or Import (restore a backup of this bot from a zip file).

Optionally: there is a possibility to get the source code of a bot to be synchronizeed to a Git respository. Each time a publish is done, a git commit is made and is pushed to the configured respository. The synchronization works one-way only.

Even more options such as:

Some messages are quite generic for your business and can be re-used for more conversations. These messages can be added to the Canned Responses list so next time they are needed they can be "auto completed".

Manage canned responses

Click on the canned responses icon in the input bar when you joined a conversation.

Now a popup appears in which you can change, remove or add canned responses. When you click Save the canned responses are stored in the database, ready to be used.

Notifications are generated by the platform based on several conditions. Please check that these conditions are met before calling upon support.

1. Is the chat coming in during the of your application?

2. Are your configured as operator? Is the chat coming during your personal working hours? Have your colleagues check their settings too.

3. Did you check your ?

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.

Using the team chat function you can consult a colleague about the conversation you are having with a contact without the contact being able to see it.

Click on the little icon on the left hand side to open the team chat panel in the conversation.

Now you can invite a colleague to the conversation by typing the @ character which will allow you to pick one of your colleagues from a list.

Just pick one of your colleagues, type a message and press Send. This will notify your colleague about the question or remark. The conversation will now automatically be watched by your colleague.

When a new conversation is escalated to the Inbox it will arrive in the New folder where it will wait to be assigned to a user. The general idea is that you and your team strive to keep this folder as empty as possible. As soon as a new conversation is escalated into this folder it needs to be assigned as soon as possible.

Assign to me

Either users with the role Agent or Operator can then assign the conversation to themselves by selecting the conversation and clicking the Assign to me button. Now the conversation will move from the New folder to the Mine folder. Your colleagues can see the conversation move to the Assigned folder. This way, conversations don't get lost and remain transparent to the entire team. Once assigned, you can join the conversation in order to start responding.

The platform will generate notifications from time to time to draw your attention to events that require your attention. These notifications will be collected in the notifications panel, so even when you miss a notification, or when you were to quick clicking it away, you can still find it in this panel.

Notification panel

You can find the notifications panel behind the button showing a little icon of a Bell in the upper right corner. The red dot in the icon indicates there are still unhandled notifications.

Home, the base for your Orders & Bots. Home is where it all begins as far as using the Dialox Platform goes after the ordering stages. Within Home you have several options and tiles which are drag & dropable. We will go through them in the next steps.

You get notifcations from Chrome on a Windows Desktop that look like this:

To get these notifications, you must have these settings:

Settings in Windows

1. In Windows, go to Settings > System to configure the notification settings:

If you have set the MS Teams integration to monitor and respond to incoming conversations from the DialoX app integrated in MS Teams, you can define to be notified about new incoming conversations by MS Teams with an extra toast on your desktop that will look like this:

Once you've assigned the conversation to yourself you can either reassign the conversation to someone else you find more suitable (press the Reassign button and choose a team member) or take it yourself by pressing the Join button.

When joined, the input bar shows and the following new options become available to you.

Only when you are assigned to a conversation you are in a position to close it. The close button can be found on the right hand side in the bottom, next to the team chat button.

When a conversation is closed, it will be moved from the Mine folder to the Closed folder so you can always look back and see its contents.

When promises are made by your app that need follow up by a human agent, the app is able to create a Todo entry in your Today view in the Inbox view.

A Todo is like a note, except for the fact that a Todo has a due date whereas a note doesn't. So when a task or promise set out by an app has a specific due date, it is better to create a Todo.

The details of a Todo item can be opened by clicking on the drop down icon in front of the Todo item. The Todo will then unfold.

When the Todo is handled, in the above example that would mean this person is called back, the Todo can be marked as done by clicking on the checkmark button. This way you can easily recognize the handled Todo's compared to the ones that are still open:

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

• The Smart Group Voicemail will record and transcribe answers provided over the phone.

Installation Process

Limitations

The bot will ask for name and phone number of the caller and the reason of the call. The text for these questions as well as adding or changing the questions is not possible in this basic app. For this you would need to buy the Advanced level Smart App called . In this bot the entire flow can be customized.

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 caller's name, phone number, and reason for the call. These details will be stored so you can follow up on the call at a later time.

We record the audio when asking the caller for their reason of calling. The audio will be attached to the email, or when using notes, a link to the audio fragment will be provided.

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

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

• The On-call Router Basic offers companies a service to their customers via phone that can set configuration schedules.

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.

Once the agents are configured you 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 DialoX platform supports the creation and maintenance of Apps. Apps are composed of one or more skills, which in their turn comprise of flows, intents, content and settings that together automate one or more use cases to end users.

The words Bot, App and Smart App all refer to the same concept and are mixed throughout 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 its 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

Most of the Smart Apps, still available today in the Marketplace were already available for these legacy tiers and some are decommissioned or replaced by newer versions. These can be found here.

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

Read about flows in the section to understand what type of nodes your can use for configuring the Social Inbox for your use case.

Quick steps

Generic setup

At minimum you need to take care of the following

1. Make sure your are configured

2. Make sure your is enabled (or another chat channel)

Playbook

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

The playbook will open the conversation on 3 separate channels in order to elicit the user intention. You can see this by inspecting the little badges at the entry point, this will be telephony, chat and whatsapp channel related situations. The user, depending on calling or chatting will then try to answer the questions created (in this case no questions are trained) therefore the unknown flow will trigger the auto reply flow.

However, on Whatsapp the conversation is never started by the bot (unless a template message is sent) but only by a Contact. Therefore, the auto_reply will kick in directly when a message is sent that isn't automatically replied by a . The auto_reply flow is invoked by the node .

Inbox

The Inbox will open the conversation on Web using a and a in order to elicit the user intention. You can see this by inspecting the little badges at the entry point. The prompt will then try to answer the question (in this case no questions are trained) therefore the unknown flow will trigger the flow.

However, on Whatsapp the conversation is never started by the bot (unless a template message is sent) but only by a Contact. Therefore, the Escalate: smart kick in directly when a message is sent that isn't automatically replied by a .

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:

Once the connected has been closed, the caller will receive a Whatsapp based on the number the call has given up to be contacted on. See the for reference. After the caller reacts to the incoming whatsapp deflection template the conversation has officially been moved from speech to chat.

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.

Introduction

QR Connect is a Smart App that enables conversations through QR code scanning. Each code is tied to an object managed in your CMS, creating contextual interactions.

How It Works

Users scan a QR code to instantly open a relevant chat conversation. No downloads or complex navigation required.

Use Cases

• Scan codes on playground equipment to report broken features

• Access additional information about museum exhibits

• Get support for products or services

Getting Started

Channel Requirements

The QR Connect app requires the PWA channel to start the conversations.

Installation Process

Using the QR Connect

App Settings

There are no other required settings besides the launch codes.

Roles

• Agent

• Operator

• Content Manager

App Workflow

The app is configured with three flows:

• Playbook: Here we branch on whether or not we have received a correct launch code.

• Launch code: This flow will be used when we have a correct launch code.

• No launch code: This flow will be used if no (correct) launch code was received.

The launch code flow is preconfigured with a script for the user to leave feedback on a scanned physical object. This could be anything from a shared space of an HOA, public playgrounds, or just a waiting room at a dental clinic.

FAQ

Resources

The Social Inbox template enables your bot to answer incoming chat messages via the Chatwidget and Whatsapp 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.

Setup

At minimum you need to take care of the following:

1. Make sure your are configured

2. Make sure your channel is enable (or another chat channel)

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 is preconfigured to take an NPS (Net promotor score) by phone. Based on the score given, the app replies appropriately and asks whether or not the user can be contacted by the support team for feedback.

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.

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.

Then it asks to rate the their customer service on a scale from 1 to 5. The rating can be given either through speech or via DTMF. After receiving the rating, the user can give extra feedback on why that score was given via the '' node.

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 user's phone number.

Because this flow takes place on the phone, the '' node can ask the user if they can be reached via the phone number currently calling.

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:

One of the outcomes of a bot might be a human action that needs to be executed, like changing an appointment, processing a product return or update a database. In most cases these actions need to be performed by human employees that work out of tickets created in a ticketing system, like Jira.

This skill exposes the following new nodes to your Flow designer:

1. Jira: Create ticket

2. Jira: Get ticket

Installing the Jira integrations skill

The Jira integrations skill isn't installed automatically with your Smart App. Therefore you need to install it manually in the DialoX studio.

Go to Packages -> Browse skills and search for the Jira integrations skill.

Prerequisites

To connect the bot to your Jira or Service Desk instance you will need to prepare the following information.

• URL to your Jira or Service Desk instance

• Personal API Token

• The email address of the user to whom the Personal API token belongs

The Personal Access Token is your own personal access token that needs to be created in your Jira profile. To create this token:

• Log in to your Jira environment

• Click on your profile button in the upper right corner and go to Profile

• Go to Manage account, and then to 'Security', and click on 'Create and manage API tokens'

• Provide a name of your token (any name is sufficient)

Configuring the Jira integrations skill

Before you can use the Jira integration in your flow you need to configure the credentials needed for the bot the make the connection. This can be done in the settings.

Fill in the fields as described. Read the previous chapter to read how to get an API Token.

The user email must be the same as the user which created the API token.

Implement Jira integration to your Flow

The following flows shows how the skill can be used to create a ticket and then retrieve the ticket and display a certain piece of information from the ticket.

This flow introduces the following two nodes which are described in the Flows -> Nodes section:

• Jira: Create ticket

• Jira: Get ticket

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

The bot will ask the caller for their name, phone number, and reason for calling. It will then create a note with the provided details in the Notes folder which you can find in the menu on the left.

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

1. Make sure your is enabled

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.

Rules for escalation (i.e. forwarding to an agent, taking a note or deflecting to another channel) are often dependent on the opening hours of the business.

Instructions

1. Go to Settings.

2. Click on Openings hours.

3. Enable or disable a day with the toggle.

4. Enter the opening and closing times in the time boes for the enabled days.

5. Click on the Save button.

(1/2) Office hours

Generally office hours will dictate the bots behavior according to the openings hours you have defined in the first tab of the opening hours.

(2/2) Operator occupancy

Operator occupancy will show you a list of yourself and/or coworkers that are Available for chat through the bot's opening hours.

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.

The first page in your Profile is used for generic profile settings such as name, contact details and working hours.

On the left you will find the Notes which are made from via channels, in situations such as:

• Telephony (outside of office hours/no one available/closed)

• Chatwidget (outside office hours/closed)

• Whatsapp (outside of office hours/no one available/closed)

Notes will give Operators the opportunity to handle notes such as callback requests, additional information, etc, accordingly.

Hide columns

To provide a bit more clarity when working with Notes, there is an option to toggle which columns to display. This way certain columns can be omitted to make room for other columns. The columns to show and hide can be toggled in the Columns drop down in the upper right corner:

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.

The Send Note node capture a few variables such as name, phone & reason. These will be sent to the Notes folder which you can find in the menu on the left.

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.

The platform defaults skill is a framework containing all default behaviour and logic that is needed for the Base flows skill to support its flow nodes.

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 Zendesk skill enables you to interact with Tickets and Users, providing a direct integeration with your support desk.

Installing the Zendesk skill

The Zendesk integrations skill isn't installed automatically with your Smart App. Therefore you need to install it manually in the DialoX studio.

Go to Packages -> Browse skills and search for the Zendesk integrations skill.

Creating Zendesk API Token

To connect the bot to your Zendesk environment you will need to prepare the following information.

• URL to your Zendesk environment

• Zendesk API Token

The Zendesk API Token is your access token that needs to be created in the Zendesk 'Apps and integrations' section. To create this token:

• Log in with your admin user in Zendesk and go to the Admin Centre.

• Go to Apps and integrations > APIs

• Click into Add API Token and name it "DialoX".

• Save the API Key.

• Navigate back to your app in DialoX, then to 'Settings - Zendesk'.

• Fill the form with your Zendesk URL, the account email used to create the token, and the token itself.

Implement Zendesk in your Flow

After installing the skill and storing the credentials. You can use the Zendesk nodes in your flow.

1. Zendesk: Create ticket This will allow you to create new support requests in your Zendesk environment.

2. Zendesk: Get ticket Retrieve the current status of a ticket. Useful for customers when their ticket might be pending.

3. Zendesk: Create ticket comment Allow users to leave some extra details on a ticket. Can also be used to log private comments on tickets for internal use.

4. Zendesk: Create user Create a Zendesk end-user based on contact details extracted in the conversation.

Zendesk variables

When looking up a ticket or a user from Zendesk, the following "Ticket" and "Zendesk User" variables will be filled:

The Group Voicemail (previously called Company Voicemail) template can be used as an alternative voicemail box. Simple forward your calls to this bot whenever you are unavailable. The Company Voicemail template is configured with only one Flow: playbook. Read about flows in the Flows section to understand what type of nodes your can use for configuring the Voicemail bot for your use case.

Quick steps

Generic setup

1. Make sure your is enabled

2. Make sure to change the node to a node and fill in the email address, see step 6 below under playbook.

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:

1. welcome text (can be used to be more specific about whoms voicemail it is)

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

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 promisses by your bot. Notes can also be integrated in your (back office) systems using the and .

Skills

The node type is excluded from this bot template.

The Hubspot skill enables you to interact with Tickets and Contacts from your own Hubspot environment.

Installing the Hubspot skill

The Hubspot skill isn't installed automatically with your Smart App. Therefore you need to install it manually in the DialoX studio.

Go to Packages -> Browse skills and search for the Hubspot integration skill.

Creating Hubspot API Token

To connect the bot to your Hubspot environment you will need an API token.

The API Token is your access token that needs to be created in the Hubspot 'Integrations' section. To create this token we need to create a Private app:

• Log in with your admin user in Hubspot and go to Hubspot Settings > Account Management > Integrations > Private App

• Create a private app

• Fill in the Basic information (name, logo…):

• Choose the Scopes for the App (the scopes are the access permissions to the app: read contacts, create tickets…). For example:

  • To create and search tickets choose the scopes

    • Other > tickets

• Create the app and copy the access token

• Navigate back to your app in DialoX, then to 'Integrations - Secrets'.

• Paste the token which was provided when creating the private app

Implement Hubspot in your Flow

After installing the skill and storing the credentials. You can use the Hubspot nodes in your flow.

1. Hubspot: Create ticket This will allow you to create new tickers in your Hubspot environment.

2. Hubspot: Get ticket Retrieve the current status of a ticket. Useful for customers when their ticket might be pending.

3. Hubspot: Create contact Create a Hubspot contact based on contact details extracted in the conversation.

4. Hubspot: Search contact Look up a Hubspot contact via their phone number or email address. The details of the user found will be stored in the Hubspot contact variables.

Hubspot variables

When looking up a ticket or a user from Hubspot, the following "Hubspot Ticket" and "Hubspot contact" variables will be filled:

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 manual intervention. Smart IVR Basic is designed to improve call efficiency and customer experience by offering clear menu options and seamless call management.

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.

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

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

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.

The Base flows skill provides the basic framework for your bot and the capability to design your bot using Flows. Without it you cannot design Flows using the visual modeller and your bot will not function unless you write your own scripts.

The Base flows skill contains the following node types:

Send:

The first thing you need to take care of when setting up your app is to configure the languages and time zone you want to support.

Instructions

• Click on Settings in the main menu on the left hand side

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?

Setting notification preferences up

Push notifications use your browser to notify you even when the web page is closed. You will need to make sure your browser and operating system settings are correctly setup in order for this to work.

In the Inbox view, go to your Profile > Notifications and turn on the option to "enable browser push notifications".

The button Enable

To use tags in or other parts of the system it is recommended to explicitly configure them in the Tags Settings. This way both the system as well as you and your colleagues can understand which tags are set. Even the system tags are listed here.

Custom tags

To use tags in Flows or other parts of the system it is recommended to explicitly configure them in the Tags Settings. This way both the system as well as you and your colleagues can understand what tags are set. Even the system tags are listed here.

To make items in the Content section conditional to a specific state we use . Conditions are based on the existence or non-existence of tags. Any flow node can be configured to set a tag when executed. Tags can also be set automatically by the system based on a context or system event.

The Whatsapp Calldeflector 1.0 bot app allows you to respond to incoming chat messages on your social channels (primarily Whatsapp and Web). This template doesn't allow for Flows, so little customization is possible.

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

1. Make sure your are configured

2. Make sure your is enabled

3. Optionally configure your channel

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.

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.

Introduction

The Website Chat app allows you to manage and automate responses to incoming chat messages on your website via the Chatwidget and WhatsApp channels. It supports automatic responses, escalation to human agents, and deflection to WhatsApp for continued engagement.

Getting Started

Channel Requirements

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

• Optional but recommended for fallback options.

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 preconfigured 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: Redirect 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.

The playbook will open the conversation on Web using a and a prompt in the form of an in order to elicit the user intention. You can see this by inspecting the little badges at the entry point. The prompt will try to answer the question (in case no questions are trained, the unknown flow will trigger the auto_reply flow).

However, on WhatsApp the conversation is never started by the bot (unless a template message is sent) but only by a Contact. Therefore, the auto_reply will kick in directly when a message is sent that isn't automatically replied by a . The auto_reply flow is invoked by the node .

Auto reply

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

The default Auto reply flow will only explain the fact that the message is escalated to a human. When closed or when no agents are available, it can display another message. See the for explanation about the behavior of this node.

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

WhatsApp redirect

It is not possible to re-engage users on the Chat widget or PWA channels, so the WhatsApp redirect flow will trigger on those channels. This is indicated by the little badges that are displayed next to the entry point.

We try to redirect the user to WhatsApp for easy re-engagement. The needs to be properly configured in order for it to work.

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 whether or not they are reaching out within 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

• Ensure the phone channel is enabled.

• This channel is optional. You can use it to deflect users to WhatsApp when no one is available.

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 who they would like to speak to. 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.

Depending on your use case you can change or extend the questions asked but at least you need to consider whether you want the callback notes to be collected in the section of the platform, or to be sent as an email.

By default, the Smart IVR will create a note. You can change the node to '' instead if you want an email to be sent.

Notes that are generated by your Smart IVR are collected in the Notes section. Notes can be followed up by marking them as completed. Notes can also be integrated in your (back office) systems using the and .

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.

The message sent to the customer has to be created and verified as a template in .

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

When you are joined you can use the input bar to type your message:

The icons displayed on the bottom within the input bar represent additional options for composing your response.

Input bar buttons

Emoji reactions

Incoming message reaction

Your contact may respond to your message via emoji and not via text. This works both ways. Incoming messages via emoji will be rendered in the inbox as shown down below. Its good to know that emojis can only used on WhatsApp currently... so no other channel supports the emoji reactions yet besides WhatsApp.

Outbound reaction picker

By hovering over the text you can now choose to reply via Emoji. If you click on the + you can choose from a variety of emojis. Outbound reactions via emoji will be rendered in the inbox as shown down below.

Direct reply

Inside of a conversation it is now possible to reply to a direct message which allows for a more clear conversation method. This will also be shown in WhatsApp as a reply.

Introduction

The Callback Planner allows callers to request callbacks within flexible time windows (like "between 2-4 PM") that you can set up in your calendar. They will be asked to provide relevant information that will be summarized in a callback note.

Getting Started

Channel Requirements

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

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 recognise the right planner.

• Create a note For appointments to be visible in your external calendar, this option should be left unchecked.

• 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 far 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.

• 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 tries to find slots that haven't been completely filled yet, and plans an event that matches the start and end 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 is used to elicit all information that is needed to create an appointment, like the user's name, their phone number, reason for calling, etc.

The is responsible for determining a date and time to make the appointment, going back and forth with the user to confirm availability.

Once the date and time are selected, the plan node will invoke the Details flow, which gathers the details needed to make the callback appointment. In this case users are asked for the name, phone number and reason for the call:

When the details flow is finished, the appointment will be planned in the calendar of this bot. Inbox users will be able to find the callback appointments in the .

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