Channels
Web and app: website widget, in-app and browser voice
How the same agent answers customers on your website, inside your mobile app, and by voice from a web page without dialling, with every conversation in the same customer record.
On this page
A visitor on your website at 11pm has a question now, not a contact form to fill in and a reply tomorrow. The agent answers on your website, inside your mobile app, and by voice from a web page, with the same industry knowledge, the same limits and the same customer record it uses on calls, WhatsApp and email. Each of the three is configured during implementation for the pages, app screens and journeys you choose.
Three ways in
| Way in | What the customer does | How it is added | A typical first use |
|---|---|---|---|
| Website widget | Opens a chat window on your website and types, in Arabic or English | A small piece of code your web team adds to your site | Out-of-hours enquiries on a launch page |
| In-app | Opens a conversation inside your mobile app | A mobile software kit (a package of code your app developers build into the app) | Booking changes for customers signed in to your app |
| Browser voice | Presses a button on a web page and speaks to the agent, without dialling | Part of the website widget or the in-app conversation | Claim status for customers who would rather talk than type |
All three connect to the same agent. A customer who starts on your website and calls the next day is one customer with one history.
The website widget
Your web team adds a short piece of code to the pages you choose, and a conversation window appears there. Its name, greeting and colours are set with you, and the agent's tone is the one configured for your other channels.
The agent answers from your systems and approved material while the visitor is on the page: whether a unit type is still available, what a rate includes, which documents a claim needs. It can complete tasks within your limits, such as booking a viewing, and hands the conversation to your team when it needs a person. A visitor who has not signed in is treated as a new or unconfirmed contact until their identity is checked in the ways you set.
Inside your app
The mobile software kit puts the same conversation inside your app, on the screens you choose. Customers stay in your app, in the place they already manage their booking, unit or policy.
When the customer is signed in to your app, the agent knows who they are from the start, so the conversation begins with their account rather than with identity questions. See Signed-in customers.
Browser voice
Browser voice lets a customer speak to the agent from a web page or your app, without dialling a number. For the customer, there is no phone number to find and no call charge. The browser asks for permission to use the microphone the first time.
The conversation is the same as a phone call: the agent listens as the customer speaks, replies in a synthesised voice (a computer-generated voice) in their language, and can hand over to your team. Speech recognition and voice synthesis always run in your chosen region.
Browser voice conversations follow the same recording consent step as phone calls. The conversation is recorded only once the customer gives consent. Before consent, only the consent answer is recorded, and nothing else from that part of the conversation is stored. See Call recording and consent.
Arabic, right to left, and accessibility
The agent works out which language the customer is using and replies in it, including Gulf and other Arabic dialects, English, and a mix of the two. In Arabic, the widget's layout reads right to left, and it follows the language of the conversation.
The widget is set up during implementation to meet the accessibility standard your website follows, including use with a keyboard and a screen reader. Browser voice gives customers who find typing difficult another way in.
The technical detail
| Item | How it works |
|---|---|
| Website widget | A short script added to your pages, which loads the conversation window and connects to your deployment |
| In-app | A mobile software kit your developers build into your app |
| Encryption in transit | Every connection to the deployment uses TLS (Transport Layer Security) version 1.2 or higher. Browser voice audio is encrypted in transit |
| Where conversations are processed | All processing for your deployment runs in the region you choose, unless you explicitly choose a language model provider outside it. Speech recognition and voice synthesis always run in your chosen region |
| Identity | Unconfirmed until checked, unless the customer is signed in to your site or app and your systems pass their identity to the agent |
| Storage | Conversations are stored in your deployment only with your permission, for the period you set |
In practice
Sahel Crest Properties, a Dubai developer, adds the widget and browser voice to the page for a new tower launch.
- At 11:20pm, Adel opens the widget and asks, in English, whether two-bedroom units with a sea view are still available. The agent checks the unit inventory and lists the three that are.
- He switches to Arabic to ask about the payment plan. The agent answers in Arabic, from the developer's approved plan, and the widget switches to right to left.
- He presses the voice button to ask more while he drives home the next day. He gives consent to recording, and the agent books a viewing for Saturday at 11am.
- The viewing confirmation arrives on WhatsApp, which he agreed to during the conversation.
- The sales team starts Saturday with his questions, his preferred units and the booked viewing in one customer record.
What your team controls
- The pages and app screens where the conversation appears.
- The widget's name, greeting and appearance.
- Whether browser voice is offered, and where.
- What the agent handles for visitors who are not signed in, and what needs an identity check first.
- When a web or app conversation goes to a person, and who receives it.
Related
- Web and app: signed-in customersChannels
- Voice: call recording and consentChannels
- Supported languages and Arabic dialectsLanguages
- The customer record: overviewCustomer record
- Channels overviewChannels
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