optimistic-gold•3mo ago
Multi Channel Agents
Hey,
are there any best practices for handling multiple channels with a single agent?
To be clear, I want different responses for my voice agent compared to my chat agent.
What’s the best approach to manage this?
Can I store the channel the customer is coming from in a variable?
2 Replies
equal-aqua•3mo ago
Yes you can! there is a variable called
platform that stores a specific value if a user is on webchat vs voice.
When you use the phone calling - the value is Twiliooptimistic-goldOP•3mo ago
@Daniel Cool, thank you! Is there a best practice for handling multiple languages as well? Using intents for this doesn't seem like a suitable approach for larger bots with many intents.