One AI agent across calls, messages, email, and web chat
Customers choose the channel that is convenient in the moment. Truvoca keeps phone at the center for high-intent conversations while extending the same approved knowledge, workflow rules, and outcomes to connected digital channels.
30 minutes over Google Meet. Times are shown in Eastern European Time (GMT+03:00). Scheduling runs on Google Calendar, so choosing a time takes you into Google’s service.
Keep the workflow consistent, adapt the conversation
Omnichannel should not mean copying the same script everywhere. A phone call is immediate, messaging is asynchronous, email supports longer context, and web chat begins inside the website. Truvoca uses one business objective while adapting prompts, response length, waiting behavior, and escalation to the channel.
- Shared intent and outcome definitions
- Channel-specific conversation design
- Consistent identity and permission rules
- A common vocabulary for outcomes
- Different timeouts, retries, and handoff behavior
Carry useful context between channels
A customer may start in web chat, continue in WhatsApp, and need a call for a complex issue. When identity, permissions, and system records allow it, the workflow can preserve relevant context so the customer does not have to repeat the entire story. The implementation defines what context may travel and how records are matched.
- Source channel and conversation summary
- Customer-provided details
- Workflow status and open action
- Consent or contact preference signals
- Human notes and final disposition
Connect channels to the systems behind the work
The channel is only the front door. Truvoca can read approved context from a CRM, calendar, help desk, practice system, inbox, or internal application and write back the verified outcome. Each action is scoped to the available interface, permissions, and tested failure handling.
- Read the record required for the conversation
- Create or update the approved object
- Avoid duplicate contacts and tasks
- Reconcile failed or partial writes
- Keep an audit-friendly event trail
Route each case to the right next step
Some conversations can be completed automatically. Others need a person, another channel, or a later action. The workflow defines when to answer, ask a clarifying question, offer a phone call, create a task, transfer available context, or stop.
- Routine question answered from approved knowledge
- Lead captured and routed
- Appointment action completed in the connected system
- Sensitive or ambiguous request escalated
- Channel limitation explained with an alternative path
Start with one primary workflow
A reliable omnichannel launch begins with one customer intent and two proven channels, not every channel at once. After the trigger, identity, knowledge, data, outcomes, and handoff are stable, the same workflow can expand without creating conflicting answers or disconnected records.
- Choose the highest-value intent
- Launch phone plus the most relevant digital channel
- Test normal and exception paths
- Review transcripts, outcomes, and failed actions
- Add the next channel with a defined owner
See your workflow in a demo
Show us the channels your customers use and the system that owns the outcome. We will map a phone-first omnichannel workflow for your demo.
FAQ
FAQ
What is an omnichannel AI agent?
It is an AI agent that supports one governed customer workflow across multiple connected communication channels while preserving appropriate context, outcomes, and escalation rules.
Which channels can Truvoca support?
The planned channel set includes phone, WhatsApp, Instagram, email, web chat, Telegram, and Viber. Each public claim should match the channels actually connected and tested for the implementation.
Does every channel use the same script?
No. The business rules and target outcome can be shared, but wording, response length, timing, attachments, retries, and handoff should fit the channel.
Can a conversation move from chat to a phone call?
It can when the phone path, identity and consent requirements, destination, context transfer, and fallback have been configured and tested.
How is customer context matched across channels?
The implementation uses approved identifiers and system records. Matching should avoid assumptions, expose uncertain matches, and limit data to what the workflow needs.
Do we need to launch every channel together?
No. Start with phone and the secondary channel most relevant to the workflow. Add other channels after the shared knowledge, outcomes, and handoff are reliable.