Click-To-Call

The Click to Call feature provides a connection between Users and Live Agent directly without raising a live support ticket, from a webpage or supported messaging platforms like Facebook Messenger and WhatsApp. Direct Call to Connect Live Agent from a Webpage The Click to Call feature offers users to directly connect with a live Agent from a webpage. This is implemented through a Web-Client that appears as a Call to Action (CTA) button on a webpage or within a web view. This feature is also extended to other clients like Facebook Messenger and WhatsApp Messenger via Dialogs.

How DIALOGS Implements Click to Call

Web-Client Implementation

• Web-Client (CTA Button): Appears on a webpage with a prominent Call to Connect button.
• Web Page / Web View: Users interact with the CTA, initiating the call process to connect with a live Agent directly from within the chatbot conversation.

Integration with Other Clients (Facebook messenger and WhatsApp)

• Messaging-Based Features: Since Meta platforms do not provide an API or SDK to extend this feature directly within the app, the Call to Connect operation is handled through messaging that is within the conversation.
• Feature Addition via Messaging:
  • Send a direct URL link that users can click to initiate the call.
  • Send a URL CTA Button (using a pre-defined template) currently not supported by Dialogs.
• Cross-Application Jump: The CTA in the messenger can prompt users to jump from Messenger to a browser where the call can be initiated.

CTA Click Flow

1. User Notified: The user is notified with a button or URL to click.
2. Agent Hunting: The system begins searching for an available agent.
3. Agent Notified: The selected agent receives a notification about the incoming call.
4. Agent Rejects/Missed: If the agent rejects or misses the call, the process returns to step 2, and a new agent is hunted till the maximum set limit.
5. Agent Picks: When an agent accepts the call, the system proceeds.
6. Connected Over Call: Upon clicking, the user is connected with the agent via a (audio or video) call.

Click to Call Flows

Single Node Call Flow

This flow is ideal for scenarios where immediate assistance is required Create a bot. To create a bot with a CTA button on the webpage or web view, follow these steps:

• Create a Bot: Start by creating a new bot in your Dialogs dashboard.

Read How to create a chatbot with Dialogs.

• Configure Web Client:
  • Go to the Web Client Configuration section.
  • Select the Click-to-Call checkbox.
  • Choose the mode of the call, (Video or Voice) from the dropdown menu.
  • Click Save Changes to apply your settings.

• Configure Communication Channal:
  • In the configuration section, go to the communication channel tab.
  • Select the Audio or Video channel you want your bot to connect through.
  • Click Configure.

• Select the Video project from the list of EnableX project you have linked with the workspace. And click Save Changes.

• Build the Flow:
• Navigate to the Flow Builder.
• A start node is there by default. Create a human agent node.
• Train your bot to handle this interaction.

• Deploy the Bot: Navigate to the bot dashboard. From the ellipsis menu (three dots), select the Deploy option.

• Embed the Bot: A code snippet will be presented to you. Copy this snippet and paste it into your webpage's code.

• The Click to Call button will appear as a bot button on the webpage. When users click this button, it directly initiates a video or audio call with a live agent.

Within the Conversation Call Flow

This flow integrates the Click to Call option into the ongoing conversation within the chatbot interface. The call action is provided at specific points in the conversation, can be set in flow builder. To create a bot with a CTA button within the conversation, follow these steps:

• Create a Bot: Start by creating a new bot in your Dialogs dashboard.

Read How to create a chatbot with Dialogs.

• Configure Communication Channal:
  • In the configuration section, go to the communication channel tab.
  • Select the communication channels (Web, messenger or WhatsApp)
  • Select the Audio or Video channel you want your bot to connect through.
  • Click Configure.

• Select the Video project from the list of EnableX project you have linked with the workspace. And click Save Changes.

-** Build the Flow:**

• Navigate to the Flow Builder.

• Create the chatbot flow as required.

• Add Human Agent Node where you want to add Click to call operation.

• Agent Node:

• Within conversation call flow:

• Enable Direct call and select the call channel preference.

• Train your bot to handle this interaction effectively.

• Deploy the Bot: Navigate to the bot dashboard. From the ellipsis menu (three dots), select the Deploy option.

• Embed the Bot: A code snippet will be presented to you. Copy this snippet and paste it into your webpage's code.

• Website view

• Chatbot Widget

• Live Agent receives the call from user

• Live Agent Accept the call

• User's interface