Instruction for connecting a voice bot channel (calls + routing using a bot)

Voice automations allow businesses to automate customer services using conversational voice bots. With Voice Bots, businesses provide instant customer support and save a lot of money and human resources with customer service.

We integrate with Twilio to let you build voice bots. AudioCodes creates a communication hub between allchat and any telephony system. It supports any voice bot use case,   such as a virtual agent  ,   IVR for a call  ,   agent assistance  and   outgoing calls  .

Sign up for AudioCodes

Follow   this link  to create your account.

Buy a phone number

Follow the screenshot below to buy a phone number from Twilio. If you want to use your existing phone number, you’ll need to port your phone number to Twilio. In this case, you will need to contact Twilio support.

Connect your phone number to allchat

Go to Settings > Channels > Sound and click the Connect button.

Go to  your Twilio console  to get the   account’s SID  and  Auth Token .

Set the opening message

The welcome message is the first message the user will hear when a user calls your number. The opening message must clearly inform the user how they can use your bot. If you don’t set the opening message, your bot won’t send anything until the user talks to your bot.

To set a welcome message, go to Settings > Channels > Sound.

Building sound flows

In the voice channel, the user can only receive text messages (which are converted to speech and sent to the user). Users can also speak (which is converted to text and sent to the bot). Your bot can also collect user input when the user presses any number during the calls.

If you want to build advanced bots capable of collecting any user data, we strongly recommend using . allchat includes built-in integration with Dialogflow.

Hang up

Your bot can hang up at any time during a conversation by using Actions > Voice > Hang Up.

Transferring a call to another phone number

Your bot can transfer a call to another phone number at any time during a call by using   Actions   >   Voice   >   Transfer Call  .

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