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Integrations

Chatbots for your contact center

Routine questions stop eating up your agents' shifts: the bot handles business hours, locations, order status, and appointment booking automatically, around the clock. When a question gets harder or someone wants a human, a live agent picks up the full thread, and nobody has to explain things twice. The bot guides customers on WhatsApp, Facebook Messenger, Instagram, Telegram, and your website's web chat, following a flow we build around your business. If another vendor already built your bot, we hook it up via the API – no need to rebuild it.

Get a quotePricing
Oursflow-based botOr yours, via API
5messaging channelsWhatsApp, Messenger, Instagram, Telegram, web
Fullhistory to the agentOn every handoff
Custombot flowBuilt on your customers' questions

Capabilities

What you get with Chatbots

Agents focus on complex inquiriesThe bot resolves common questions automatically and leaves agents the ones that need a person.
No repeating the storyAt handoff, the agent gets the full thread plus what the bot already collected: the topic, order number, and phone number.
Answers 24/7The bot works every day of the week, and questions that need a person wait for agents in the morning.
No need to rebuild your existing botA bot from another vendor works through the API and hands complex conversations to agents.

Examples

What the bot takes off your plate

Three situations where the bot lightens the load on agents.

The bot answers what people ask every day

Most messages are about business hours, locations, and order status. The bot answers with buttons and short replies and pulls order status from your company's system. Anything out of the ordinary is routed to an agent.

  • Business hours and locations
  • Order status from your system
  • Unusual questions go to an agent
Example 1 of 3

We build the flow from your real customer inquiries and update it as needed.

How it works

Flows, connection, and reports

Our bot

A flow built from blocks

The flow is made of blocks: buttons, a question to the customer with answer validation, a data lookup in an external system, and handoff to an agent. We tailor it to the topics of your inquiries, and when topics change, we edit individual blocks without touching the rest.

  • Buttons and customer questions
  • Lookups in your systems
  • Handoff to an agent

Third-party bot

Connection via API

The external bot hands the conversation to the platform with an API call, receives agent messages by webhook, and forwards them to the customer in their messaging app. Once the conversation is closed, it can go back to the bot. The full conversation stays in the contact's customer record.

  • Handoff with an API call
  • Agent replies via webhook
  • History in the customer record

Reports

What the bot resolves without an agent

The report shows what share of conversations the bot resolved without an agent and the most common reasons customers ask for a person. That tells you which part of the flow to expand so agents get fewer routine questions.

  • Resolved by the bot vs. handed off
  • Handoff topics
  • What to add to the flow

Setup

How we launch your bot

  1. 01TopicsWe review customer inquiries and pick the topics the bot can answer without an agent.
  2. 02FlowWe design the buttons, questions, and answers and decide when a conversation goes to an agent.
  3. 03ChannelsWe add the bot to your messaging channels and your website.
  4. 04DataWe connect the bot to your CRM or order system so it can give order status and book appointments.
  5. 05HandoffWe set up queues for handed-off conversations and make sure agents see the full message history.
  6. 06LaunchWe turn the bot on, review the report a week later, and expand the flow for the most frequent handoff topics.

Requirements

What you'll need

Channels
WhatsApp, Facebook Messenger, Instagram, Telegram, web chat
Our bot
A list of topics and answers for the flow
Third-party bot
Ability to call an API and receive a webhook
Data
Access to your CRM or order system via API
Platform
Any hosting option
Billing
Flow and channel setup – support hours

Preparation

What to have ready

What do customers ask most?Topics and standard answers for the bot.
Which channels?Where your customers message you.
Do you already have a bot?Who built it and whether it supports an API.
What data does it need?Orders, appointments, and statuses from your systems.
When should it bring in an agent?Topics the bot always hands to people.
Who owns the flow?The person who keeps an eye on the answers.

Q&A

Frequently asked questions

How is a flow-based bot different from an AI consultant?

A flow-based bot guides the customer with buttons and set answers. The AI consultant understands free-form questions and answers from your company's materials. You can use both together.

Flow-based bot or AI →

Where will the bot work?

On WhatsApp, Facebook Messenger, Instagram, Telegram, and your website's web chat, all on one flow. Agents see every conversation in a single window.

What does the bot do if it doesn't understand a question?

A live agent takes over with the complete chat history – when the customer taps "Agent" or the topic falls outside the flow.

Another vendor built our bot. Do we have to rebuild it?

Not if it can work with an API: the bot keeps answering customers and brings in a person when needed.

Can the bot give order status or book appointments?

It can. It pulls the data it needs from your CRM or order system.

API and protocols →

Who builds the bot flow?

We do: we review your customers' questions, build the flow, and refine it under your support plan.

Are bot conversations saved?

They are. The conversation stays with the contact, alongside calls.

How do we measure the bot's performance?

By the share of conversations the bot resolves, the number of handoffs to agents, and their topics. The topics show what to add to the flow.

Does the bot answer at night?

It answers around the clock. Inquiries that need a person wait for the next shift or go to the callback list.

How much does a chatbot cost?

No license fees – flow and channel setup are covered by your support plan.

Pricing calculator →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Webhook
A message a system sends another automatically when something happens. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Chatbot
Answers customers in chat and messaging apps from a scripted flow with buttons. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →

More

Other integrations

WhatsApp Two-way WhatsApp chats and approved templates in the agent's window. Learn more SMS Inbound and outbound SMS from the agent's window, next to the customer's history. Learn more P Pipedrive We connect Pipedrive to CONTACT.WORK through the Pipedrive API during implementation. Learn more API and protocols Connect your contact center to any system you use – via API, a database, or files. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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