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In Traces section you can see a table with the following information: Session ID, Voice Bot name, Caller, Duration of the call, date and language. :
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Clicking on a session in Traces, you can view events of the session.:
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Voice Bots API
You can find Voice Bots API here: https://docs.wildix.com/api-reference/rest/wim/voicebots/#/
Use Case: Using Voice Bots with Chat Bots
You can enhance your experience of using Voice Bot feature by combining it with Chat Bots (you can find Chat Bots documentation here: https://wildix.atlassian.net/wiki/x/4APOAQ ). For example, you can set up Voice Bot that would gather information from a customer and send it to the conversation with managers via a Chat Bot:
Step 1. Create a Chat Bot
Go to WMS -> PBX -> Integrations -> Cloud integrations
Select Chat Bots and click Add new Chatbot
Enter a name for your chatbot
Select the Webhook integration type for processing chat events
Fill out the Target field
Enable Allow users to find the bot using search checkbox to let users interact with the bot
Click Add to save and activate your chatbot
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After creating the bot, click on Manage API keys to create API key:
Click Create new API Key
Enter a name for identification
Click Create and copy the secret using the Click to reveal button. You will need the secret when configuring Voice Bot.
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Step 2. Create a conversation
Create a conversation in x-bees where you need to add the Chat Bot you’ve created as well as the managers who should receive the notifications.
Also, make sure to copy conversation ID, which will be required during Voice Bot creation:
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Step 3. Create Voice Bot
Configure Voice Bot of Generative AI integration type.
In our example, we’ve used the following text as the First Message:
Hello! Do you have any complaints or suggestions regarding Wildix products?
And added the following instructions:
You are a customer care agent that collects all the complaints and suggestions about Wildix products. Try to understand with which product customer is having problems or has a suggestion. Carefully collect all the details. Then pass them to the manager in the chat.
Share with the manager any emotions or sentiments the customer had if any. Ask the customer their name before passing the information to the manager and remember to pass the customer's name as well. Hang up after saying thank you and good-bye if the customer says they have nothing else to add.
In Tools section, add Hangup and Third-party Function options:
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We’ve used the following parameters in the Parameters section of Third-party Function section:
| Code Block |
|---|
{
"type": "object",
"properties": {
"text": {
"type": "string",
"description": "The message to the manager containing all the details about complains and suggestions collected from a customer"
}
},
"required": [
"text"
]
} |
In Integration section, in the URL field (1) next to the POST Method, entered the following data:
| Code Block |
|---|
https://api.x-bees.com/v2/conversations/channels/{Conversation_ID}/messages |
Where {Conversation_ID} is the ID of the conversation from Step 2.
Click Add authorization and enter the Secret from Step 1 into the Bearer field (2):
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Click Save to save the changes.
Step 4. Configure Dialplan
Set up Voice Bot in the Dialplan:
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When calling the number set in the Dialplan, the call is answered by Voice Bot, which gathers the required information and send it to the conversation:
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