Channels

The agents answer wherever your customers already reach you. Channels are not separate bots stitched together: they share one thread, so a call that continues as a text keeps its context.

#Voice

The phone rings like a phone call, not a script. The same agent that answers your texts takes the call and books off the same calendar.

You choose when voice is answered: always, only when nobody on the floor picks up, or only outside opening hours. Most operators start with after-hours and overflow, then widen it.

#SMS

Texts are where most threads continue after a call: options to pick from, a confirmation, a reminder of what to bring. Recovery and rebooking offers also go out by SMS, to the clients your rules allow.

#Web chat

The same front desk agent answers on your website. A web chat that turns into a booking ends up in your calendar exactly like a phone booking.

#Languages

The agents answer in the language the customer used, on voice and SMS, and the review request goes out in that language too. One caller in Arabic, the next in English, same agent. Tell us which languages your floor runs in during setup so we test each one.

#Hours and channel scope

Each agent's operating brief says which channels it may use and when. For example:

Front desk   voice   after close and when unanswered for 4 rings
Front desk   SMS     always
Recovery     SMS     08:00 to 19:00, same-day slots only
Reviews      SMS     once, after a completed visit

The values above are an illustration. Your own scope is written with you during configuration.