​

Communication Channels Overview

Communication channels in Flowbotic enable your AI assistants to interact with users across multiple platforms and mediums. This guide provides an overview of available channels, their use cases, and how to configure them.

​

What are Communication Channels?

Communication channels are the interfaces through which your AI assistants connect with users. Each channel has unique characteristics and is optimized for different types of interactions. [Screenshot placeholder: Dashboard showing available communication channels]

​

Available Channels

Flowbotic supports three primary communication channels:

​

Website Chat Widget

[Screenshot placeholder: Example of chat widget on a website] The website chat widget allows visitors to interact with your AI assistants directly on your website. Key features:

• Customizable appearance to match your branding
• Proactive engagement options
• Rich media support (images, buttons, cards)
• File sharing capabilities
• Mobile-responsive design
• User information collection
• Conversation history persistence

Best for:

• Customer support
• Lead generation
• Product information
• Guided website navigation
• Pre-sales qualification

Learn more about Website Chat Widget →

​

Email Integration

[Screenshot placeholder: Email conversation with AI assistant] Email integration allows your AI assistants to monitor and respond to email communications automatically. Key features:

• Multiple mailbox monitoring
• Email thread tracking
• Attachment handling
• Signature and formatting preservation
• Priority-based routing
• HTML email support
• CC/BCC management

Best for:

• Customer service inquiries
• Information requests
• Document processing
• Structured form submissions
• Asynchronous communication

Learn more about Email Integration →

​

Voice Calls

[Screenshot placeholder: Voice call interface with transcription] Voice calls enable natural spoken conversations between users and your AI assistants over the phone. Key features:

• Natural voice synthesis
• Real-time speech recognition
• Multi-turn conversation support
• Call recording and transcription
• DTMF (keypad) input support
• IVR menu integration
• Call transfer to human agents

Best for:

• Phone support
• Appointment scheduling
• Account inquiries
• Simple transactions
• Information verification

Learn more about Voice Calls →

​

Channel Selection Guide

When choosing which channels to implement, consider:

​

Multi-Channel Strategy

For a comprehensive communication strategy, consider implementing multiple channels:

​

Unified Experience

All channels can be powered by the same AI assistants, ensuring consistent:

• Information and answers
• Tone and brand voice
• Business rules and policies

​

Channel Coordination

Channels can work together through:

• Conversation Context Sharing: Information gathered in one channel can be referenced in another
• Cross-Channel Handoffs: Start on webchat, continue via email
• Unified Analytics: See performance across all channels

[Screenshot placeholder: Diagram showing channel coordination]

​

Channel-Specific Customization

While maintaining a unified experience, you can customize each channel for its unique characteristics:

• Website Chat: Optimize for quick exchanges and visual elements
• Email: Structure for detailed explanations and documentation
• Voice: Adapt for conversational patterns and audio-only experience

​

Setting Up Communication Channels

​

General Setup Process

While each channel has specific requirements, the general process includes:

1. Associate with an Assistant:
   • Select which AI assistant will handle the communication
   • Configure channel-specific behaviors
2. Integration Configuration:
   • Set up the technical integration (embed code, email connection, phone number)
   • Test the connection
3. Appearance & Behavior:
   • Customize the look and feel to match your brand
   • Configure interaction rules and automation
4. Testing & Deployment:
   • Test in a controlled environment
   • Gradually roll out to users

[Screenshot placeholder: Visual workflow of channel setup process]

​

Required Permissions

To set up communication channels, you’ll need:

• Admin or Manager role for your organization
• Channel Management permission
• API key with appropriate scopes (for some integrations)

​

Channel Management Dashboard

The Channel Management dashboard provides a centralized view of all your communication channels: [Screenshot placeholder: Channel management dashboard interface] Key features include:

• Channel Health: See status and performance of each channel
• Usage Statistics: Track volume and engagement metrics
• Quick Configuration: Access settings for each channel
• Activity Logs: View recent communications
• Performance Comparison: Compare metrics across channels

​

Analytics & Reporting

Each channel generates valuable analytics:

• Engagement Metrics: Conversation volume, duration, drop-off rates
• Performance Indicators: Resolution rate, transfer rate, response time
• User Satisfaction: CSAT scores, feedback ratings
• Topic Analysis: Common questions and conversation themes
• Channel Comparison: Effectiveness across different channels

[Screenshot placeholder: Analytics dashboard showing channel performance] Learn more about Analytics & Reporting →

​

Best Practices

​

Channel Selection

• Audience Preference: Choose channels your users prefer
• Use Case Alignment: Match channels to communication needs
• Resource Constraints: Consider setup and maintenance requirements
• Gradual Rollout: Start with one channel and expand

​

Channel Configuration

• Consistent Branding: Maintain visual consistency across channels
• Clear Expectations: Set clear user expectations for each channel
• Appropriate Tone: Adjust conversation style to match the channel
• Escalation Paths: Ensure smooth transitions to human support
• Regular Testing: Test regularly across different scenarios

​

Message Optimization

• Channel-Appropriate Length: Brief for chat, more detailed for email
• Format Optimization: Use appropriate formatting for each channel
• Response Speed: Set appropriate response time expectations
• Visual Elements: Use images and formatting where supported

​

Next Steps

Choose a channel to set up: