With Velaro Voice, call requests can be initiated directly from a Velaro Bot conversation. Whether you are using Call Bridging, or just want your customers to be able to request a manual call-back from your agents that's tracked in Velaro, your customers can easily request a phone call if they need more assistance than your bot can provide.
To enable this functionality, calling will need to be enabled for your account. See Chatbot Request a Call for instructions to configure calling.
Chatbot call request settings
| 1 | Bot Action Dropdown | Request a call bot action is the selected action for this path. |
| 2 | Phone number Question | Configure the message that is presented to the visitor to ask for the visitor's phone number. |
| 3 | Confirmation Question | Configure the message that confirms the bot has the correct entry for the visitor’s phone number to be called. |
| 4 | Unavailable Message | Configure a message that is presented when there are no agents available in the group to take an engagement. |
| 5 | Unavailable Path | Configure which path the bot will go to next if all agents are unavailable. |
The Visitor view of a chatbot-requested call.
Chatbot call engagement
| 1 | Chat History | When starting a call engagement with a chatbot, the transcript from the chatbot conversation is shown on the engagement screen. |
| 2 | Notes | Notes taken by the agent during the call will be stored with the call engagement transcript and can be reviewed later in the call report. |