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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.
The On-call Router Basic offers companies a service to their customers via phone that can set configuration schedules.
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.
Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:
Operator
Content Manager
Producer
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.
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).
The opening hours have no effect on the On-call Router Basic. The schedule is solely based on the On-call Schedule.
Click on the Add button to add an agent to the phonebook.
Level 1 - Basic Smart Apps are simple to use, providing out-of-the-box solutions with minimal setup for a variety of use cases.
Phone The Survey Basic will record and transcribe answers provided over the phone.
Go to "Content - Email settings" and fill out the "To" field, so you receive the answers of the survey via email.
If you leave this field empty, the answers will be stored in a note.
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.
The Survey Basic records and transcribes every answer.
It keeps recording until the user presses the hash key (#) on their phone.
Make sure to mention it to your users in your questions to prevent confusion.
Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:
Content manager
Supervisor
Producer
The Survey Basic starts out by prompting the Opening text, followed by the questions defined in the CMS.
The user can speak to provide 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.
The answers to the survey will be transcribed and stored in a note. There you can read the transcription, as well as listen back to the audio input for the question. This can be useful when the transcribing did not completely get it right.
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).
The opening hours have no effect on the Callback Note Basic.
Smart App to create Callback Notes from incoming phone calls
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 Callback Note Basic will summarize the user's reason for calling.
The bot requires no extra information to get started.
To adjust the settings for Callback Note Basic:
Any of the following roles can be assigned to manage the CMS, and thus the contents of the survey:
Agent
Operator
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.
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).
The opening hours have no effect on the Callback Note Basic app.
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.
Handle incoming calls both during and outside opening hours
Marketplace Smart Apps
The DialoX platform supports the creation and maintenance of Apps. Apps are composed of one or more , which in their turn comprise of , , and 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).
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
Level 3 - Professional Smart Apps are customizable using Flows, and offer access to advanced features like , capabilities, and .
The planner skill allows users to reserve time slots in your calendar. The App uses chat features to schedule specific appointment times sent directly to your calendar. The 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.
Level 2 - Advanced Smart Apps are customizable using . They also enable the use of our API.
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.
Let the user know that there is a follow up after using this service.
Phone The Smart Group Voicemail will record and transcribe answers provided over the phone.
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 Callback note. In this bot the entire flow can be customized.
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.
Any of the following roles can be assigned to manage the CMS, and thus the contents of Smart Group Voicemail:
Agent
Operator
Content Manager
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.
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).
The opening hours have no effect on the Smart Group Voicemail.
The app uses your opening hours to determine whether or not you are online. Via 'Settings - Opening hours' you can modify the availability of your bot.
Go to 'Build - Flows'. There you will see the pre-configured flow of the app.
The flow is preconfigured with three departments. Change or add departments to reflect to your business needs. You may for example need to forward to a marketing department instead of a billing department.
By default, the app will redirect to the 'Note' flow, prompting users to leave some details for you to get back to them. It's possible to change this to the 'WhatsApp' flow. Then they'll be asked to continue the conversation on WhatsApp, making it easier for you to re-engage.
To make sure the Smart IVR correctly forwards to the departments, you need to set up a correct intent to match it. First remove the intent currently linked to one of the options.
Then, create a new intent via the intent picker and provide a label and a description.
Operator
Analyst
Producer
Supervisor
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.
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 Notes 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 'Send: email' 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 nodes API and note webhook.
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 360Dialog.
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.
The opening hours are used to determine whether you are online or not. The IVR will only forward calls within opening hours.
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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 legacy Smart Apps can be found here.
Take short surveys over the phone
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.
Phone The app is configured to take the survey via a phone conversation.
The following roles can be assigned to manage the Flows for the Survey.
Producer
Operator
Supervisor
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'.
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.
The opening hours have no effect on this app.
Find more info here:
Takes the call and creates a note.
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.
The Callback Note takes the call and creates a note.
The bot requires no extra information to get started.
To configure the Callback Note app:
The Callback Note app includes the following roles:
Agent
Operator
Supervisor
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 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.
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.
The office hours have no effect on this app.
Schedule callback appointments in your own calendar when you're unavailable to take a call right now
Redirect incoming calls via SMS to any chat based solution
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. If the operator doesn't join the chat within the preconfigured time, it will ask the customer to leave their 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.
Answer any incoming social chat message
Route a call based on Caller details
Assists in submitting an order over the phone.
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.
Deflect phone or web chat conversations to WhatsApp for easy re-engagement
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 recognized 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.
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You no longer need to add training phrases, as AI will use the description to determine the intent of the user.
Go into the Notes interface and select yourself or a coworker as owner of a note. Mark as done when handled.
Phone The Callback Planner can be used to deflect incoming calls and plan callback appointments. Phone
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.
Go to "Planning" in the left menu.
Click and drag somewhere on the calendar view to create a slot. You can set the capacity per slot, constraining the number of appointments that can be scheduled in that time window. Optionally you can make the slot recurring, saving you from having to create the same slot every week.
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.
It's important to have this option checked to be able to work with the notes from the Inbox
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.
Operator To reply to inbox channels
Planner To manage the calendar and planners
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 Plan node 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 Today view of the inbox.
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.
The office hours have no effect on this app.
When redirecting to PWA, also enable your PWA channel and/or chatwidget channel
Make sure your opening hours are configured.
Here you can change the destination of the deflection. The three options are:
SMS to PWA This will include a link to the PWA (chat interface) of this app. When the chat is opened by the customer, the app will escalate the conversation to a human operator. The conversation can then be handled from the Inbox. Learn how to enable the PWA here.
SMS to Web URL The SMS will contain a link to a webpage of your choosing.
SMS to WhatsApp If your license doesn't include a WhatsApp integration, you can also deflect to any other WhatsApp number. This doesn't need to be a WhatsApp Business account.
Unlike the WhatsApp integration, available for Advanced apps, any conversation with the customers via the SMS to WhatsApp route will not be handled in the Inbox.
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.
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.
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
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.
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).
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.
The Website Chat requires a Chat widget channel to be deployed on your own website. The WhatsApp channel is optional to handle chat conversations.
WhatsApp Optional but recommended for fallback options.
The app uses your opening hours to determine whether or not you are online. Via 'Settings - Opening hours' you can modify the availability of your bot.
The only required settings for this app are the opening hours.
Agent
Operator
Content Manager
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.
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 say node and a prompt in the form of an iterate node in order to elicit the user intention. You can see this by inspecting the little badges at the main 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 dialog trigger. The auto_reply flow is invoked by the node Go to flow.
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 Smart Escalate node for explanation about the behavior of this node.
When no agent is available, it will continue to the WhatsApp redirect flow.
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 Show WhatsApp link node needs to be properly configured in order for it to work.
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.
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.
when a caller called before, route it to a second line department
when a caller never called before, route it to our new customers department
route the caller to a predefined department based on a tag set in the CRM
etc
Phone The Caller Based Router will route the call to a specific extension or phone number based on the caller's details.
The bot requires no extra information to get started.
To be able to use this Smart App there are two configuration items to configure:
Fallback number
Routing rules
In the content section of the Smart App, click on the "Fallback number" page.
Now configure the extension or phone number this Smart App should refer to when none of the Routing Rules apply based on the incoming number. This way, a phone call never gets lost, even if the rules you configured don't cover all possible cases.
Click on Routing rules in the content section of your Smart App in order to define the rules that should apply.
Click on the Add rule button to add a new rule.
Select the Type
Fill in the specific details needed for this type, like the number in case of the "number equals" type
Fill in the target number to which the call should be routed (this can be an extension or queue too)
Optionally add a tag that should be set in order to measure the number of times this rule was triggered in your Smart App in a time period
The following rules are supported:
Number equals
the caller's number equals the configured number
+316123456789
Number starts with
the caller's number starts with a given pattern
+49
Anonymous caller
no phone or extension number is available in the call details
Returning contact
this contact called before with this number
The routing rules described in the table above are quite straightforward. The "Custom condition" rule requires a bit more explanation. It uses the Flow Conditions option to let you define a custom condition based on multiple expressions. This way you can base a rule on certain variables (user fields) and/or user tags.
The ability to configure a custom condition allows for more complex use cases. For instance, using the REST API contacts endpoint or by uploading a CSV file with your customer data, it is possible to feed the DialoX CRM with your customers. You can use specific user fields or tags to indicate certain customer attributes, like which department they belong to, their customer number, their region or location, etc. Based on this information you can then configure routing rules.
Phone The Order Assistant takes incoming orders via phone.
The bot requires no extra information to get started.
To adjust the settings for the Order Assistant:
It is essential to assign nodes to that you can include in your notes or emails. This allows you to capture specific details throughout the order process and ensure that important information is communicated accurately.
You can assign a node to a variable via the Assign To input field.
The following roles can be assigned to manage the Flows for the Order Assistant.
Agent
Operator
Producer
Content Manager
The Order Assistant app follows a structured workflow:
Customers place an order via a supported communication channel, interacting with a predefined order menu or options. An order confirmation is sent to the company through the chosen notification channel such as Notes or Email.
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.
The office hours have no effect on this app.
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.
The app uses your opening hours to determine whether or not you are online. Via 'Settings - Opening hours' you can modify the availability of your bot.
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.
Agent
Operator
Supervisor
Producer
The app is configured up with 4 flow files
Playbook
Inbox
Phone2wa
Web2wa
The playbook allows starting the conversation on three separate channels in order to elicit the user intention. You can see this by inspecting the little badges at the main 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.
The Inbox will open the conversation on Web using a say node and a prompt in order to elicit the user intention. You can see this by inspecting the little badges at the main 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 Escalate: smart 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 dialog trigger.
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:
Once the connected has been closed, the caller will receive a WhatsApp message based on the number the call has given up to be contacted on. See the Ask: phone for reference. After the caller reacts to the incoming WhatsApp message, the conversation moves from speech to chat.
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:
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.
On web, users expect to be answered directly, whereas on WhatsApp they're used to a more slow chat.
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.
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.
Scan codes on playground equipment to report broken features
Access additional information about museum exhibits
Get support for products or services
The QR Connect app requires the PWA channel to start the conversations.
There are no other required settings besides the launch codes.
Agent
Operator
Content Manager
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.
Schedule one-on-one appointments in your private calendar
The Appointment Planner enables customers to book appointments through chat channels. Customers select time slots that are automatically added to your calendar, perfect for one-on-one appointments.
The app requires you to have at least one of the following channels:
Chat widget Can be embedded on your website
PWA Can be hosted on a bsqd.me subdomain
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.
Link your Calendar
Go to "Settings - Calendars", and click on the Edit (✏️) button for the existing calendar.
From there you can change the Data source of the calendar:
When choosing Google Calendar or Microsoft Outlook, click the "Connect to .." button.
You will be shown a login screen if not yet logged in to Google or Microsoft. \
After choosing the correct account, you need to grant the application access to your calendar to allow it to create appointments:\
Then select the correct calendar, to which you want the appointments to be added:
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.
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).
For scheduling one-on-one appointments, we strongly recommend to use the "Free/busy" strategy.
Operator To reply to inbox channels
Planner To manage the calendar and planners
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.
The is responsible for having the dialog with the user to elicit the right date and time to make 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.
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.
The office hours have no effect on this app.
Smart App to forward incoming phone calls
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.
The Smart IVR Basic will route incoming callers to the designated area(s).
After installing the app, go to Content -> Configuration to register the forwarding options.
Then navigate to AI -> Intents to configure your App's .
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.
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
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.
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).
The opening hours determine whether or not the call will be forwarded to the chosen destination. Make sure configure them correctly.
New contact
this contact has never called before with this number
Number in the list
the number is included in the given list of numbers
101, 102, 103, 104, 105
Custom condition
the caller's details match a given custom condition
has tags [vip] [customer]
Ask: name
/name
Asking the customer's name
Ask: date
/birthday
Asking the customer's date of birth
Ask: phone
/phone
Asking the customer's phone number
Send: email
Include all relevant variables into your send node
When using the example above, you should have something like this:
Make sure your phone channel is enabled.
