How to set up Voice Bot for x-hoppers
- Tatiana Bieliakova
This document provides description on how to set up Voice bot for x-hoppers, covering various scenarios such as providing answers to questions, rejoining and switching broadcasts etc.
Created: February 2025
Introduction
Voice bot is a versatile tool that allows store associates to ask questions and instantly receive answers right via x-hoppers headset. Powered with this AI tool, x-hoppers can process questions and generate responses based on its knowledge base (e.g. for questions about company information), which is played back through a user’s headset. Also, Voice bots allow to call a colleague, or, in case there are multiple broadcast channels, easily switch between them.
For detailed description of Voice bot use cases and setup options, check out the guide How to configure Voice Bots.
Requirements
WMS 6.08.20241029.2 or higher
Voice Bot Setup
To add a Voice Bot, follow the steps below:
Go to x-hoppers admin -> PBX -> Integrations -> Cloud integrations -> Voice Bots
Click Add New Voicebot:
Enter Voice bot name and first message, that will be played to a user calling the Voice bot:
Select the integration type
In our examples below, we will use the Generative AI integration type for various Voice bot scenarios. To read more about different types of Voice bot integration available, check out the guide: How to configure Voice Bots.
In the Instructions field of the Voice bot, provide clear detailed instructions on how the bot should interact with users:
Example:
You are a friendly call assistant for {Company name} employees.
Your responsibility is to serve as a virtual call assistant. You listen to spoken commands from the user, interpret the intent, provide answers to questions when asked, and route calls to the corresponding tool or dialplan within Wildix telephony system. You can perform the following tasks:
Provide answers to questions:
Listen: Capture and process user questions with accuracy, allowing natural language variations.
Provide clear and precise answers from your knowledge base.
Call Routing:
Listen: Capture and process user commands with accuracy, allowing natural language variations.
Interpret: Map user commands to specific routing options (e.g. switch to another broadcast, dial a colleague).
Route: Forward calls to appropriate dialplans/ tools based on command interpretation.
Error Handling & Feedback:
Unrecognised Commands: If the command isn't understood, respond with helpful feedback, such as: "I didn't understand your command. Please try again."
Unavailable Commands: If the command is not recognised, but there is a similar command, inform the user and offer a list of options available.
Retries: Allow the user a chance to rephrase or repeat the command if an error occurs.
Important: Please make sure the instructions are clear and precise, as it impacts Voice Bot performance and reliability. Prompt engineering can be an iterative process, which means that based on user feedback, you can improve the instructions for even better Voice Bot efficiency.
Note: If needed, e.g. in case you have multiple scenarios, you can configure multiple Voice bots, so there is the main Voice bot that delegates certain requests to other Voice bots. You can do it via the Delegate tool:
Go to the Tools section, click Add tool:
Choose the option Delegate:
Enter ID of the Voice bot to which the request should be delegated and provide description with clear instructions:
Click Save to apply the changes.
Then, follow the instrustions below to configure different Voice bot options:
Rejoin Broadcast
In the Tools section, click Add tool:
Choose the Transfer option:
Fill out the fields:
Description: add instructions, e.g. “Transfer if someone asks to rejoin broadcast or join broadcast”
Context: enter the name of the Dialplan which includes the broadcast
Destination: leave it Predefined
Extension: *Wairhotline*
Pipeline: choose the option “Transfer the call without replying”, so that user joins the broadcast without any additional audio playback from the Voice bot
Click Save to apply the changes
Switch Broadcast
In case there are several broadcasts and store associates need to switch between them, follow the steps below:
In the Tools section, click Add tool:
Choose the Transfer option:
Fill out the fields:
Description: enter instructions for the Voice bot, e.g. “Transfer if someone asks to switch broadcast or change broadcast”
Context: enter the name of the Dialplan which includes the necessary broadcast
Destination: leave it Predefined
Extension: enter the number set up in the Dialplan for this broadcast
Pipeline: choose the option “Transfer the call without replying”, so that user joins the broadcast without any additional audio playback from the Voice bot
Click Save to save the changes
Note: To allow users from the second broadcast to join the first broadcast, there are several options:
You can set up a separate Voice bot for the second broadcast, which would include the same Transfer tool for broadcast switch, with relevant Context and Extension.
Or you can add a separate Transfer tool within the same Voice bot, but indicate relevant Contexts and Extensions, as well as make sure the Description is different for each Transfer tool (e.g. “Switch to Sales broadcast” and “Switch to Support broadcast”).
Dial-by-name for calling colleagues
Dial-by-name feature gives possibility for store associates to call a colleague right via x-hoppers headset.
For detailed information and setup instructions, check out the guide How to set up and use Dial-by-name feature.
Silence Timeout
It is recommended to configure Silence timeout, so that when users keep silent for some time, the Voice bot automatically returns them to the broadcast. This could also cover cases when e.g. user called Voice bot by mistake and actually doesn’t need it. Waiting for a certain number of seconds would make the user rejoin the broadcast without any additional actions on the user’s side.
Proceed to the Voice bot Advanced Configuration -> Silence Timeout
Set the preferred number of seconds for the timeout
Note: As long as Voice bot’s welcome message and the time when users unmute themselves are included in the timeout, it is recommended to set the Silence Timeout not less than e.g. 20 seconds.
In the Actions field, select the Transfer option:
Fill out the fields:
Context: enter the name of the Dialplan which includes the broadcast
Extension: *Wairhotline*
Click Save to save the changes
Set maximum duration
You can also set the maximum duration a user can talk to the Voice bot:
Proceed to the Voice bot Advanced Configuration -> Maximum Duration
Set the preferred duration, in seconds:
In the Action field, choose the option Transfer:
Fill out the fields:
Context: enter the name of the Dialplan which includes the broadcast
Extension: *Wairhotline*
Click Save to save the changes
Dialplan Configuration
You need to add the created Voice bot to the *wair* section of x-hoppers Dialpan, to let store associates access Voice bot functionality via x-hoppers headset. Add the following applications under *wair* number:
Set -> Codecs -> alaw, ulaw
Set -> Language -> select the language
Voice Bot application -> choose the necessary Voice Bot from the list
Usage
Double-press the AUX Function button on x-hoppers headset
After the welcome message, press and hold the Push-to-talk button to unmute yourself
Depending on what information or assistance you need follow the instructions below:
Ask the AI Assistant a question and wait for an answer.
Or, if you need to make a call to the necessary colleague, ask to make a call providing the colleague ID or name, e.g. “Make a call to 335” or “Call John Doe”.
If you need to switch to another broadcast, tell the AI Assistant “Switch broadcast”
To return to the broadcast:
Ask the AI Assistant to “Join broadcast” or “Rejoin broadcast”
Keep silent for some time (the silence timeout is specified by admin)