VoiceBot Integration v1.0 (1.0.14)

The VoiceBot will make the following call sequence upon receiving and answering a call:

First, getEntityForSipId will be called with the sipId of the phone number the VoiceBot agent answers the call. This function as a kind of router in case there are multiple phone numbers calls are received on mapping to different business entities. The returned entityId will be used for all subsequent requests in the call session.

With the retrieved business entity, a second request getBusinessName is being made in order to retrieve a human/official name of the business for the greeter to the caller.

Typically a business is providing different appointment types. For instance, a physiotherapist might offer massages or medical gymnastics. The voicebot will query the available appointment types once it detected that the caller wants to arrange an appointment. The appointment types are queried using the getAppointmentTypes.

Next, the available agents who can fullfill the chosen appointment type will be queried such that the client/customer/patient's preference with whom he/she wants to have the appointment with can be satisfied. The voicebot will query the available agents via the getAgents webhook.

With each appointment type, one or more products can be associated/provided. For instance, a physiotherapist might offer a 30mins or a 45mins massage. The voicebot will query the available products once the caller chosen a specific appointment type using the getProducts webhook.

In rare cases, the voicebot will also query the list of appointment types including the available products using the getAppointmentTypesWithProducts webhook.

Once the client chose an appointment type and a product (Note that the question for which product the client/customer/patient may want will be skipped if only a single product is available for the chosen appointment type. The same applies for the appointment types.), the voice bot will query the available time slots for a specific day though the getSlots webhook.

After the client selected a timeslot, the voicebot will query what information it should retrieve from the caller to finalize the booking such as firstname and lastname, address, date of birth etc. The information that should be queried will be retrieved using the getRequiredInfo webhook.

Finally, after collecting all information from the client/customer/patient, the voicebot will call the bookAppointment webhook providing all collected information.

In case the client/customer/patient wants to modify or cancel an existing appointment, the voicebot will first query the user for essential information such as firstname and lastname. The collected information will be reported via the findExistingUser webhook which should return a list of matching clients/customers/patients. In case the list contains more than one client/customer/patient, the voicebot will ask the user about the next attribute which discriminates the set of returned client/customer/patient. For instance, if the list contains two clients with the exact same first and lastname but different date of birth, the voicebot will ask the caller for his date of birth in order to determine the exact and correct. client/customer/patient.

Once, the client/customer/patient has been correctly identified, the existing future appointments are retrieved using the findExistingBooking webhook. In case more than a single booking/appointment exits, the voicebot will ask the caller which one of the existing appointments the user would like to cancel or modify.

After the caller confirmed, that he/she would like to cancel a specific appointment, the cancelAppointment webhook will be triggered.

In case the user would like to modify a specific appointment, the voicebot will start negotiating a new timeslot with the user by calling the getSlots webhook.

After the caller confirmed the new time slot for the existing appointment, the modifyAppointment webhook will be triggered providing a reference to the old slot and the new slot.