Callbots is Botmaker's new solution to automate telephone call handling using voice conversational technology. Just like chatbots respond to text messages across various digital channels, Callbots allows voice interaction with users via channels such as WhatsApp Business (with calls enabled) and phone lines acquired through the platform or specific business integrations.

Callbots is ideal for companies aiming to optimize phone service by automating frequent responses, managing spoken menus, and routing to human operators only when necessary. This ensures agile, efficient, and continuous service.

How is a Callbot Different from a Chatbot?

Although both bots are configured on the Botmaker platform and built through interaction flows, the main difference lies in the channel and mode of use:

• Callbot: Automates voice call handling, providing a similar experience to speaking with a traditional operator, but with intelligent and automatic responses.
• Chatbot: Handles user text messages through digital channels like WhatsApp, Webchat, Facebook Messenger, among others.

Additionally, Callbot includes specific functionalities for the voice channel, such as button menus with telephone keypad options ("Press 1 for sales, press 2 for support"), hold music selection, and call transfer to an agent team.

Main Differences and Similarities

How do Callbots and Calls Differ?

Although both enable user interaction via calls within the platform, Callbots and Calls serve different purposes and functions:

• Calls is the feature that allows human agents (Live Chat) to proactively communicate with users via a call or video call. The agent initiates and manages the entire conversation, providing personalized real-time assistance.
• Callbots, however, automate call handling using a voice conversational bot. The callbot responds and guides the user, solving frequent inquiries or performing routine processes automatically. If necessary, it can transfer the call to a human agent.

Main Comparison

In summary, Calls focuses on direct and personalized attention by agents, while Callbots aim to automate phone service, allowing you to scale and streamline the management of recurring calls without human intervention, except in exceptional cases.

What Channels Can I Use Callbot On?

In this first version, you can use Callbot on:

• WhatsApp Business with calls enabled: Your WhatsApp number must have the voice calls feature activated and be connected to the Botmaker platform. We recommend reading the article “How to Connect WhatsApp Business Call.”
• You can purchase and manage phone lines directly from Botmaker, as well as SIP integrations (IP switchboards) for companies with advanced infrastructure.

What is Callbot For?

• Automating Phone Service: Respond to frequent inquiries, guide the customer through menus, collect information, and route as needed.
• Centralizing and Optimizing Operations: Unify call handling from the same Botmaker platform, view metrics, and manage resources.
• Enhancing the End User Experience: Immediate 24/7 service and efficient transfer to an operator if necessary.

How Do You Configure a Callbot?

Configuring a Callbot is simple and intuitive, similar to a chatbot:

• Choose a name and a default voice for your Callbot.
• Create the welcome messages, flows, and spoken menus you want.
• Define actions for different situations: transfer the call to an agent, end call, send SMS/WhatsApp, among others.
• Connect your voice channel (e.g., WhatsApp Business enabled for calls) following the connection instructions.
• Personalize the experience: add hold music, service hours, and conditional logic according to your needs.

For detailed information on creating a new Callbot, we recommend reading the article “How to Create Your First Callbot.”

Remember to visit our Help Center for further information.