Messaging & Chat

Who should read this article: Administrators, Supervisors

This article contains a list of common questions about messaging and chat with answers that link to articles where the information is documented.

Q: Can I send automated SMS or WhatsApp messages?

A: Yes. You can configure SMS and WhatsApp messaging in Digital Flows. Use the Message node to send automated replies, confirmations, or follow-ups when a message is received or a condition is met.
See: Message node

Q: Can I send automated WhatsApp messages as part of a Dialer campaign?

A: Yes. You can add WhatsApp messaging to your outbound Dialer campaigns using Voiso’s follow-up rules. Based on specific call outcomes—such as no answer or busy signal—your campaign can automatically send a WhatsApp message to the contact using a predefined message template.
See: Automating WhatsApp messaging in a campaign

Q: How can I enable messaging channels in Voiso?

A: Use the Digital channels page to create and name messaging channels. From there, you can connect supported channels like WhatsApp, Telegram, Viber, and Webchat to your Flows, Users, System settings, and Omnichannel Workspace.
See: Digital channels

Q: What digital channels can I connect to Voiso for messaging?

A: Voiso supports the following digital channels:

Each channel has its own setup process and configuration options.
See: Digital Channels

Q: Where do agents handle messaging conversations?

A: Agents use the Omnichannel Workspace to manage conversations across messaging channels. Incoming messages appear in the queue alongside voice calls.
See: Omnichannel Workspace Getting Started

Q: Can I monitor WhatsApp or Telegram conversations?

A: Yes. Supervisors can use Agent Zoom to monitor ongoing messaging interactions across channels, including WhatsApp, Telegram, and Webchat.
See: WhatsApp Interactions, [WebChat interactions](/v1/docs/Webchat interactions), Telegram interactions, and Viber interactions

Q: How do I connect my business WhatsApp account?

A: You’ll need a WhatsApp Business API account. Follow the channel-specific setup steps in Voiso’s documentation to connect your account.
See: WhatsApp Setup Guide

Q: Can I use messaging channels for chatbots?

A: Yes. You can design digital flows for messaging conversations and apply them to specific channels, including WhatsApp and Webchat.
See: Digital Flows for Messaging

Q: Can agents reply to messages from the same interface as calls?

A: Yes. Agents handle both voice calls and messaging interactions in the same Omnichannel Workspace, switching seamlessly between the two.
See: Using Omnichannel Workspace

Q: How do I build a flow to automatically handle inbound digital messages?

A: Use the Flow Builder – Digital flows to create a visual interaction flow that handles messages from channels like WhatsApp, Webchat, Telegram and Viber. With nodes such as Message, Conditions, HTTP Request, and Route you can automate greetings, gather information, and route contacts to the correct queue or agent—reducing wait times and ensuring consistency.
See: Digital flows
See also: Flow Builder Overview

Q: Why should I use a bot or automated response for inbound messages before routing to agents?

A: Automating initial responses via a Message node or chatbot in your digital flow helps filter routine queries, collect necessary details, and route interactions more intelligently. This improves agent productivity, ensures agents handle higher‑value conversations, and increases customer satisfaction by reducing response delays.
See: Digital flows
See also: Message Node

Q: How do I start building a chatbot in Voiso?

A: You can create chatbots directly within Voiso’s Flow Builder. Each chatbot uses a sequence of nodes, such as Message, Collect Digits, Conditions, and Route, to guide the conversation. Start simple by mapping how your chatbot should respond to basic inquiries before adding more advanced logic.
See: Creating a simple chatbot

Q: How can I plan my chatbot before building it?

A: Begin by mapping out your chatbot’s purpose, conversation flow, and escalation points. Identify what questions it will answer, when to hand off to an agent, and what data it should collect. A well‑structured plan makes building and testing faster and ensures a consistent customer experience.
See: Blog: Planning a chatbot

Q: What should I do to prepare my contact center for chatbots?

A: Before deploying chatbots, ensure that your agents, queues, and channels are configured for Omnichannel messaging. Decide which interactions should be automated and which should go to live agents. Preparation also includes training agents to handle chatbot handoffs and monitoring chatbot conversations to refine responses.
See: Chatbot prerequisites

Q: Can chatbots and live agents work together in Voiso?

A: Yes. Chatbots can handle routine inquiries and collect customer data before seamlessly transferring the conversation to an agent. This hybrid model helps maintain response speed while ensuring complex or sensitive issues are handled by humans.
See: Blog: Build your own chatbot

Q: How can I test my chatbot before going live?

A: To test your chatbot, create one or more test users and simulate real conversations by sending messages from personal digital channels, such as WhatsApp, Telegram, or Webchat, to your contact center’s connected entry points. This helps validate the chatbot's logic, responses, and routing behavior in a realistic environment.
See: Using Omnichannel Workspace

If you're using Webchat, you can also test directly from the page. There is no website embedding required for testing. You don't have to embed the chat widget until you are ready to go live.
See: Webchat Widget Preview