Agent Channel Management
Configure AI agents to work effectively across different communication channels with channel-specific optimizations and behaviors.
Multi-Channel Architecture
Channel Overview
eeV.ai agents can operate across multiple communication channels simultaneously:
Supported Channels
- Email: Traditional email support
- Live Chat: Real-time website chat
- WhatsApp Business: Messaging platform
- Voice/Phone: Twilio-powered voice calls
- SMS: Text messaging support
Channel Characteristics
- Synchronous vs Asynchronous: Real-time vs delayed communication
- Media Support: Text, images, documents, voice
- Character Limits: Platform-specific constraints
- User Expectations: Different service level expectations
Channel-Specific Configuration
Email Channel
Email Agent Behavior
- Response Timing: Immediate or business hours only
- Email Threading: Maintain conversation context
- Signature Integration: Include company signatures
- Auto-Response: Acknowledgment messages
Email-Specific Features
- Subject Line Intelligence: Generate appropriate subjects
- Attachment Processing: Handle document attachments
- Priority Detection: Identify urgent emails
- Template Usage: Email-specific response templates
Configuration Settings
Email Agent Settings:
- Response Delay: 0-30 minutes
- Max Response Length: 2000 characters
- Attachment Handling: Enabled/Disabled
- Signature Template: Custom signature
- Auto-Acknowledgment: Enabled
- Business Hours Only: Yes/No
Live Chat Channel
Chat Agent Behavior
- Real-time Responses: Immediate response capability
- Typing Indicators: Show agent activity status
- Quick Replies: Predefined response buttons
- Proactive Engagement: Initiate conversations
Chat-Specific Features
- Session Management: Handle multiple concurrent chats
- Queue Integration: Manage chat queues
- File Sharing: Support document exchange
- Screen Sharing: Visual assistance (if enabled)
Configuration Settings
Live Chat Settings:
- Max Concurrent Chats: 1-10
- Response Time Target: <30 seconds
- Typing Indicator: Enabled
- Proactive Messages: Enabled/Disabled
- File Upload Support: Yes/No
- Session Timeout: 30 minutes
WhatsApp Channel
WhatsApp Agent Behavior
- Template Compliance: Use approved message templates
- Rich Media Support: Handle images, documents, videos
- Interactive Messages: Buttons and quick replies
- Business Profile: Display business information
WhatsApp-Specific Features
- 24-Hour Window: Free-form messaging within window
- Template Messages: Pre-approved message formats
- Media Sharing: Image, document, and video support
- Location Sharing: Geographic information exchange
Configuration Settings
WhatsApp Settings:
- Template Usage: Automatic/Manual
- Media Auto-Download: Enabled/Disabled
- Business Hours Message: Custom template
- Interactive Buttons: Up to 3 options
- File Size Limit: 16MB
- Supported Formats: PDF, DOC, JPG, PNG, MP4
Voice Channel
Voice Agent Behavior
- Speech Recognition: Convert speech to text
- Text-to-Speech: Convert responses to speech
- Call Flow Management: Handle call progression
- Transfer Capabilities: Escalate to human agents
Voice-Specific Features
- IVR Integration: Interactive Voice Response
- Call Recording: Conversation recording
- Hold Music: Background audio during holds
- Conference Calls: Multi-party conversations
Configuration Settings
Voice Settings:
- Speech Recognition: Enabled
- TTS Voice: Male/Female/Custom
- Call Recording: Enabled/Disabled
- Max Call Duration: 30 minutes
- Transfer Timeout: 60 seconds
- Background Noise Filtering: Enabled
Cross-Channel Consistency
Unified Agent Personality
Consistent Behavior
- Brand Voice: Maintain consistent tone across channels
- Response Style: Similar communication approach
- Knowledge Base: Same information source
- Escalation Rules: Consistent escalation criteria
Channel Adaptations
- Format Adjustments: Adapt to channel constraints
- Response Length: Optimize for channel norms
- Media Usage: Leverage channel capabilities
- Interaction Patterns: Match user expectations
Context Preservation
Cross-Channel Context
- Conversation History: Maintain context across channels
- Customer Recognition: Identify returning customers
- Preference Tracking: Remember customer preferences
- Issue Continuity: Continue conversations across channels
Context Sharing
- Unified Customer Profile: Single customer view
- Interaction Timeline: Complete interaction history
- Preference Sync: Shared customer preferences
- Status Updates: Real-time status synchronization
Channel Performance Optimization
Performance Metrics by Channel
Email Metrics
- Response Time: Average email response time
- Resolution Rate: Percentage of issues resolved via email
- Customer Satisfaction: Email interaction ratings
- Thread Length: Average conversation length
Chat Metrics
- First Response Time: Initial response speed
- Session Duration: Average chat length
- Abandonment Rate: Percentage of abandoned chats
- Concurrent Handling: Multiple chat efficiency
WhatsApp Metrics
- Message Delivery: Successful message delivery rate
- Read Rates: Message read percentages
- Template Approval: Template usage success
- Media Engagement: Rich media interaction rates
Voice Metrics
- Call Duration: Average call length
- Speech Recognition Accuracy: Voice-to-text accuracy
- Transfer Rate: Percentage of calls transferred
- Call Quality: Audio quality scores
Channel-Specific Optimization
Email Optimization
- Response Templates: Optimize email templates
- Subject Line Testing: A/B test subject lines
- Timing Optimization: Best response times
- Content Length: Optimal email length
Chat Optimization
- Response Speed: Minimize response delays
- Concurrent Management: Optimize multi-chat handling
- Proactive Triggers: Improve engagement timing
- Quick Reply Options: Enhance quick responses
WhatsApp Optimization
- Template Efficiency: Optimize template usage
- Media Strategy: Effective rich media use
- Interactive Elements: Enhance button usage
- Timing Optimization: Best messaging times
Voice Optimization
- Speech Recognition: Improve accuracy
- Response Clarity: Enhance TTS quality
- Call Flow: Optimize conversation flow
- Transfer Efficiency: Smooth human handoffs
Advanced Channel Features
Channel Integration
Omnichannel Experience
- Seamless Transitions: Move between channels smoothly
- Context Preservation: Maintain conversation context
- Preference Respect: Honor channel preferences
- Unified Reporting: Combined channel analytics
Channel Orchestration
- Smart Routing: Route to optimal channel
- Load Balancing: Distribute across channels
- Failover Support: Backup channel options
- Priority Management: Channel-based prioritization
Automation Features
Channel-Specific Automation
- Auto-Routing: Automatic channel selection
- Response Automation: Channel-appropriate responses
- Escalation Automation: Smart escalation triggers
- Follow-up Automation: Automated follow-ups
Workflow Integration
- CRM Integration: Sync with customer records
- Ticketing Systems: Create tickets from interactions
- Analytics Integration: Feed data to analytics
- Notification Systems: Alert relevant teams
Channel Management Best Practices
Configuration Guidelines
Channel Selection
- Customer Preferences: Match customer channel preferences
- Use Case Suitability: Choose appropriate channels for tasks
- Resource Allocation: Balance agent capacity across channels
- Performance Monitoring: Track channel effectiveness
Optimization Strategies
- Regular Testing: Continuously test channel performance
- User Feedback: Collect channel-specific feedback
- Performance Analysis: Analyze channel metrics
- Continuous Improvement: Iteratively enhance channels
Maintenance and Updates
Regular Maintenance
- Configuration Reviews: Periodic setting reviews
- Performance Audits: Channel performance assessments
- Update Management: Handle platform updates
- Security Reviews: Maintain channel security
Scaling Considerations
- Capacity Planning: Plan for increased volume
- Resource Allocation: Distribute resources effectively
- Performance Monitoring: Track scaling impact
- Quality Maintenance: Maintain service quality at scale
