Available Actions in Callbot and How to Use Them
In this article, you'll learn about the different actions available in the Callbot designer and how and when to use them.
Callbot not only automates the initial conversation for calls. Thanks to its special actions, you can provide more dynamic service, resolve inquiries efficiently, and, if necessary, route to a human agent or external tools. Here you will find the main actions you can use in Callbot and when it’s best to do so.
What is an Action in Callbot?
An action is an automated task that the Callbot executes during the call at a specific point in the flow. Each action can be associated with a message, a spoken menu option, or a specific block in the user's journey.
How to Add an Action in Your Callbot
- Access the Callbot editor.
- Select the flow block where you want to execute the action.
- Click “Add Action” and choose the one you need.
- Configure the details (target team, message, template, etc.).
- Save the changes and test the flow to ensure the action works correctly.
Types of Available Actions
The main actions you can configure in your Callbot in the initial version are:
Transfer the Call
What is it for?
It allows you to route the call to a support team or a human agent when the user requests it or when the flow requires it.
When to use it?
When the user needs personalized assistance.
Selecting a menu option that requires human interaction.
If the bot cannot resolve an inquiry.
Configuration:
You can choose which team or agent to route to and upload hold music for the user to listen to while waiting.
End Call
What is it for?
Automatically ends the call, giving the user a cordial closure.
When to use it?
- Upon completing an automatic process.
- If the user selects “end” or “I don’t want to continue.”
- When the flow reaches its natural conclusion.
Configuration:
You can customize the final message, thanking the user for contacting or inviting them to reach out again in the future. Include it as a “Voice Response” block. Note that by default, you will see the end call icon in the flow, indicating where the call will end if no additional blocks are added.
Send SMS
What is it for?
Sends a text message to the number from which the user called.
When to use it?
- To send receipts.
- Provide additional information or useful links.
- Confirm a process during the call.
Configuration:
You need to draft the content of the SMS that will be automatically sent at that point in the flow and the source number that will send the message.
Send WhatsApp
What is it for?
Sends a WhatsApp message to the user using the registered number.
When to use it?
- To share important details, images, files, or other information the user can consult after the call.
- When the user requests to receive information via WhatsApp.
Configuration:
Select the template or message to be sent, and ensure compliance with WhatsApp Business messaging rules.
Best Practices for Using Actions
- Offer clear options before transferring the call.
- Explain to the user if they will receive an SMS or WhatsApp and for what purpose.
- Customize call closures to provide a positive experience.
- Use hold music to improve queue time.
Remember to visit our Help Center for further information.