Channels

A channel is how users communicate with an agent. Currently there are two channel modes: voice, for phone conversations involving speech-to-text and text-to-speech, and web, for text conversations. As of now, each agent can only support one channel.

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Creating a web channel

Creating a web channel is very simple - just click “Agents” on the left navbar, find and click on your agent, and then start chatting with the agent in the window on the right. A web channel will be automatically created for the agent if one doesn’t exist already.

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Creating a voice channel

To create a voice channel, click “Channels” on the left navbar to see a list of all channels in use by your org. Then, click “New channel” on the top right of the screen.

• Mode: Whether the channel will be a voice or a web channel (currently the only option in this UI is “Voice.”

• Channel name: The name of the organization-level channel that this one will be referencing (select one from the list).

• Channel target: The phone number that will be used for the agent (select one from the list). If there are no phone numbers available, please contact support (at) syllable (dot) ai to be provided with a phone number. (A phone number self-service feature is coming in the future.)

• Fallback (optional): A fallback phone number to be transferred to if the channel target is not available.

• Agent: The agent that should use this channel (the agent must have been created before you can associate a channel with it). Only one agent can be associated with a channel, and vice-versa.

• Test: Whether or not this is a test channel. If a channel is designated as a test channel, any sessions that take place on it will be omitted from dashboards, and can also be filtered out from the sessions list screen.