Callbot is Botmaker's new approach to automating phone support with conversational intelligence. As a growing technology, its first version has some limitations that are important to understand. Here are the main current limitations and recommended best practices to maximize its benefits from day one.

Current Settings of Callbot

• Only Compatible Voice Channels Callbot allows receiving calls from telephone lines or WhatsApp Business Calling API.
• One Active Call per Bot/Channel A human agent can handle only one call at a time per channel number. There is no support for multiple concurrent calls to the same agent.
• Limitations on Outgoing Calls To initiate outgoing calls from WhatsApp, a message template must first be sent to the user, and manual acceptance is required. Automatic outgoing calls without recipient approval are not possible. For more on the process, see the article “Outgoing Call from WhatsApp.”
• Building Support Teams Support teams can customize handling chatbots, mailbots, and/or callbots. They are not exclusive, but each team can be personalized to ensure the desired attention. An agent can attend only one voice call at a time. For more information on support teams, refer to the article “Support Teams.”
• Acquiring Phone Lines To acquire a phone line, go to Channels and Integrations > Channels and make a request, which our technical team will accompany. For more details, refer to the article “How to Connect a Phone Line.”
• Hold Music and Audios Hold audio must be provided by the user (no default music library). Suggest light, neutral, copyright-free files.

Best Practices for Using Callbots

• Design Short, Clear, Guided Flows: Keep menus simple and always offer quick options to return to the start or transfer to an agent.
• Correctly Configure Service Hours and After-Hours Messages: This ensures appropriate 24-hour response for every user.
• Always Inform the User About Incoming Calls or Messages: Transparency and anticipation enhance service experience and perception.
• Test the Entire Flow with Different Users Before Publishing: Detect and correct possible blocks or errors.
• Update Documentation and Audios with Changes in Schedules, Teams, or Features.
• Use Friendly Hold Music.

Remember to visit our Help Center for further information.