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What it can do during the call

The callbot doesn't just provide information, it acts to solve problems and manage concrete operations. You need it when you want the system to do something on your behalf.

How it works

The callbot interacts with your software to perform actions in real time. For example: a customer calls to find out if there is a table for two at 8:30 PM on Friday: the callbot checks your calendar and books the appointment instantly.

Besides bookings, it can: - Consult updated data: such as order status or opening hours of a specific location. - Collect data: it asks the customer for precise information (name, order code, reason for contact) and organizes it into a structured message. - Connect to any tool: if your software exposes an API, glacom® can connect to read or write data. See the details in Integrazioni.

What you need to do

  1. Define the goal: decide which actions the callbot must perform (e.g. schedule appointments or verify shipments).
  2. Provide access: tell glacom® which software it needs to connect.
  3. Verify the flows: test that the collected information is correct before launch.

What glacom® does

It configures the connection between the callbot and your systems. It creates conversation paths to guide the user toward the desired action and ensures that data is transmitted correctly.

Call rules: how to define and change them

How the voice handles situations (when to ask for data, when not to insist, how to close a request) follows conversation rules agreed upon with you. They are not fixed: when real use shows that a process can be improved, propose the change, we apply it, you re-test. This is the normal tuning cycle: see Su casi and apri un ticket to propose a change.

Limits

The callbot can only do what your software allows via API. If your management software does not allow modifying an appointment online, the callbot cannot do it. It cannot make subjective decisions or negotiate prices unless precise rules are provided.

Frequent problems

  • The callbot can't find the appointment? → Verify that the external software is correctly connected and active.
  • The collected data is incomplete? → Check in [Index.md] how to better guide the user.
  • Can it send a confirmation after the call? → Yes, you can configure the sending of a summary email.md.

From the app

Not available from the app: the configuration of flows and integrations takes place via the management panel.