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How to Assign Assistant and Role to Communication Channel

Connect your AI assistants to different communication channels like phone, chat, or email for seamless customer interactions.

Overview​

This guide shows you how to connect your created assistants and roles to specific communication channels, enabling your AI to serve customers through your preferred touchpoints.

Important Prerequisites​

Important Disclaimer

To successfully connect an assistant to a communication channel, you must have both an assistant type and role already created.

Make sure you have:

  • ✅ Created at least one assistant
  • ✅ Defined at least one assistant role
  • ✅ Purchased or configured communication channels

Step-by-Step Process​

Step 1: Navigate to Channels​

On your dashboard, go to the Channels section where your purchased phone numbers and other communication channels will be displayed.

Step 2: Configure Channel​

Press the 'Configure' button next to the channel you want to set up with your assistant.

Step 3: Select Assistant​

Choose which assistant from your created assistants should be connected to this specific communication channel.

Tips for selection:

  • Match assistant capabilities with channel type
  • Consider response time requirements
  • Think about customer expectations for each channel

Step 4: Choose Assistant Role​

Select your created assistant role which will serve as detailed instructions for your assistant's performance and behavior.

Role considerations:

  • Ensure role matches the communication channel
  • Verify role has appropriate permissions
  • Check that knowledge sources are configured

Step 5: Activate Assistant​

Press the 'Activate Assistant' button to enable the connection between your assistant and the selected channel.

Step 6: Connection Complete​

Your assistant type and its role are now successfully connected to your desired communication channel and ready to serve customers.

Interactive Demo​

Channel Types​

Voice Channels​

  • Phone numbers: Direct customer calling
  • VoIP integration: Business phone systems
  • Conference lines: Group interactions

Text Channels​

  • SMS: Direct messaging
  • Chat widgets: Website integration
  • Messaging apps: WhatsApp, Telegram, etc.

Email Channels​

  • Support inbox: Customer service emails
  • Contact forms: Website inquiries
  • Automated responses: Follow-up communications

Best Practices​

Channel Matching​

  • Voice channels: Use assistants optimized for conversational flow
  • Text channels: Configure for quick, concise responses
  • Email channels: Set up for detailed, formal communication

Performance Optimization​

  • Monitor response times per channel
  • Adjust role parameters based on channel performance
  • Regular testing across all configured channels

Customer Experience​

  • Maintain consistent brand voice across channels
  • Ensure seamless handoffs between channels
  • Provide clear escalation paths to human agents

Troubleshooting​

Common Issues​

Assistant not activating:

  • Verify assistant and role are properly created
  • Check channel configuration settings
  • Ensure sufficient account credits

Poor response quality:

  • Review role instructions for channel appropriateness
  • Test with sample customer scenarios
  • Adjust knowledge base access if needed

Connection failures:

  • Check network connectivity
  • Verify API integrations
  • Contact support for technical issues

Next Steps​

After successful connection:

  1. Test the connection with sample interactions
  2. Monitor performance during initial deployment
  3. Gather feedback from early users
  4. Optimize settings based on real usage data

Need assistance? Contact our support team for help with channel configuration.