CHATBOTS BY COMMUNICATION CHANNEL
In this section, you'll learn how to use artificial intelligence to automate responses across multiple channels, transcribe and analyze your calls, and extract valuable information to improve your customer service. Discover how chatbots and intelligent analytics can transform your business.
What are Chatbots?
Chatbots are artificial intelligence assistants that automatically respond to your customers in real time. Zonitel allows you to create and configure chatbots specific to each communication channel (Facebook, Instagram, WhatsApp, SMS, Live Chat) and destination number.
Advantages of Chatbots
- 24/7 availability: Answer even outside business hours
- Scalability: Handle multiple conversations simultaneously
- Cost reduction: Fewer staff required
- Consistent responses: Uniform information for all customers
- Data analytics: Collect information from interactions
- Continuous improvement: Learn from each conversation
Types of Available Chatbots
By Communication Channel:
- Facebook Messenger Bot
- Instagram Direct Bot
- WhatsApp Bot
- SMS Bot
- Live Chat Bot
By Destination Number:
- Configure different behaviors for each number
- Serve multiple businesses or departments
- Personalize responses by context
Creating a Chatbot
Step 1: Define the Purpose
What problem will your chatbot solve?
- Answer frequently asked questions
- Collect customer information
- Schedule appointments
- Process orders
- Provide technical support
- Send promotions
Step 2: Configure the Channel
- Go to IA Agents > Conversational Agents > New Agent
- Select the channel (Facebook, WhatsApp, SMS, etc.)
- Choose the destination number (if applicable)
- Name your chatbot
Step 3: Define the Conversation Flow
Create a logical decision tree:
Step 4: Configure Auto Responses
For each option, set:
- Message: What the bot will respond
- Actions: What the bot will do (send file, schedule, etc.)
- Escalation: When to transfer to a human agent
Step 5: Add Conversational Intelligence
- Keywords: Detect intentions (e.g., "help", "price")
- Variations: Accept multiple ways to express the same thing
- Context: Keep conversations natural and flowing
Step 6: Test and Adjust
- Test example conversations
- Review interaction logs
- Adjust responses as needed
- Publish when ready
Use Cases by Channel
Facebook/Instagram Bot:
- Answer product queries
- Promote services
- Redirect to agents
- Collect feedback
WhatsApp Bot:
- Appointment confirmations
- Order status
- Frequently asked questions
- 24/7 customer service
SMS Bot:
- Automatic notifications
- Code verification
- Appointment reminders
- Satisfaction surveys
Live Chat Bot:
- Qualify leads
- Answer initial questions
- Collect contact information
- Transfer to agent in real time
Chatbot Best Practices
- ✅ Be clear and concise in responses
- ✅ Offer clear options (buttons, numbers)
- ✅ Escalate to humans when necessary
- ✅ Maintain a friendly and professional tone
- ✅ Regularly review failed conversations
- ✅ Update responses based on feedback