What Do You Need Before Starting?

• Access to your Botmaker account with administrator permissions.
• Have an enabled voice channel, like WhatsApp Business with calls activated.
• Know what menu or options you want to offer in your Callbot.

Step 1: Access the Callbot Section

• Log in to the Botmaker platform.
• In the main menu, click on the “Callbots” section.

Step 2: Create a New Callbot

• Click on “Create Callbot.”
• Enter an identifying name for your Callbot.
• Select a default voice (can be a standard, male, or female voice).

Step 3: Configure the Welcome Message

• Define the initial message customers will hear when they call. Example: “Hello! Thank you for contacting [your company name].”
• Select format:
• • Text to audio (the system reads it with generative voice).
  • Upload your own audio file.
  • Record a voice directly from the platform.

Step 4: Create the Button Menu

• Design the main menu: Example: “Choose one of the options. Press 1 for Sales, press 2 for Invoices.”
• Define the options and actions triggered by each response.
• Allow users to respond by pressing a number or simply speaking (using natural language).

Menu with telephone keypad:

Spoken menu (with generative natural language):

Step 5: Design Global Natural Languages

Global natural languages allow the callbot to understand what the user is referring to without needing to press buttons.

What is a Global Natural Language?

It allows a configured word to activate regardless of where the user is in the flow. For example: If "When the user wants to speak with a human agent" is set as a global natural language, it activates and directs to the configured flow when the user says “I want an agent” (or similar).

Step 6: Add Actions

Enhance your conversational flow with actions that improve the call experience. Here are some examples:

• Transfer to a human agent: Choose a voice support team to transfer if requested by the user.
• End Call: To terminate the conversation when desired.
• Send SMS or WhatsApp: For example, to send receipts or links during or after the call.

Step 7: Add Conditions and Advanced Conditions (Optional)

For more complex use cases, configure conditions to customize the user journey:

• Logic by service hours: Show different responses if the call is outside operating hours.
• Alternative responses if the selected option is unavailable.
• Routing based on collected information (e.g., by location or type of client).

Step 8: Assign the Voice Channel

• Go to the “Channels” section of the platform.

• Activate the “WhatsApp Calls” channel or the corresponding voice channel.

• Assign your Callbot to the available channel.

Note that all calls enter the default callbot until you assign a callbot designed by your team.

Best Practices for Voice Flows

• Keep messages clear and brief.
• Offer simple options in the menus.
• Use agent transfers as a backup if the bot cannot resolve the inquiry.
• Regularly review and update the service flow based on user experience.
• Customize hold music: Upload an audio track for it to play while the user waits for assistance.

Remember to visit our Help Center for further information.