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Configuring the Channel Settings

Yeshawanth Reddy
Updated

Once your Agent is in the Ready to Use status, you need to configure Channels and trigger them to make the Agent live. 

In the Agent Builder, click the Channels button near the top right.

Channels are grouped into:

1. Inbound Channels:

These are channels where the candidate starts the interaction.

  • Web Bot (Website Chatbot)
  • SMS (Text to Apply)
  • Custom URL/QR code

2. Outbound Channels:

These are channels where the system initiates the interaction, once the agent has been triggered.

This can be triggered via 

  • Sense Workflows
    • Voice Bot
    • Chatbot (Email)
    • Chatbot (SMS) 
  • API Bot
    • Chatbot (Email)
    • Chatbot (SMS) 

Inbound Channels

Inbound channels are used when candidates initiate the conversation. These are commonly used for sourcing use cases.

You will see the following options under the configuration options:

  • Web 
    • Web Bot (Website Chatbot) 
    • Standalone (Custom URL/QR code) 
  • SMS (Text to Apply) 

To navigate to the Channel configuration for an inbound agent, click the Channels button near the top right.

Web Bot Configuration

Web Bot

  • Enable the Web Bot toggle to activate the chatbot for your website.
  • Under Embed on your site, copy the provided Copy Snippet and add it to your website’s code where you want the chatbot to appear.
  • In Website page URLs, enter the page URL where the Agent should be displayed. You can add multiple URLs if needed.

Tip: To make the web bot visible across all website pages, simply add an asterisk (*) to the main domain.

Example: If the domain is (https://www.sensehq.com), use (https://www.sensehq.com/*)

Additional Configuration

Web display

  • Select how the chatbot should appear on desktop:
    • Auto-maximize chat window – The chat window opens automatically when the page loads
    • Minimize chat window as a button – The chat appears as a small button and opens only when clicked
  • Choose the delay for auto-maximise:
    • Immediate Engagement – Opens instantly
    • Short Delay – Opens after a few seconds
    • Moderate Delay – Opens after a longer delay

Mobile display

  • Select how the chatbot should appear on mobile devices:
    • Auto maximize chat window
    • Minimise chat window as a button
  • Choose the delay for auto-maximise:
    • Immediate Engagement – Opens instantly
    • Short Delay – Opens after a few seconds
    • Moderate Delay – Opens after a longer delay

  • Once all configurations are set, click Save to apply the changes.

Note: Make sure the snippet is added correctly to your website. The chatbot will not appear if the snippet is missing or added incorrectly.

Standalone (Link) Configuration

  • In Standalone (Link), you can use a shareable link/QR code to access the Agent without embedding it on a website.
  • Under Shareable Link, copy the generated link and share it with users to start a conversation with the Agent.

Copy Link to Conversation

  • Click Copy Link to Conversation to copy the link.
  • You can choose:
    • Copy Custom URL – Copies the full link
    • Copy Short URL – Copies a shortened version of the link

Use this link to share the Agent via email, messages, or any external platform.

QR Code

  • Click QR Code to access QR options.
  • You can:
    • Copy QR Code – Copy the QR code image
    • Download QR Code – Download the QR code to share or use in campaigns

Users can scan the QR code to directly open the Agent and start a conversation.

SMS (Text to Apply) Configuration

  • Enable the SMS toggle to allow candidates to interact with the Agent via text message.
  • In the Phone Number, select the assigned SMS chatbot number from the available numbers in the dropdown that will be used to receive incoming messages from the candidates.
  • In Code Words, enter the keyword that candidates need to send to start the conversation (Example: APPLY, JOB, START).
  • Ensure the code word is simple and easy to remember, as candidates will use this to initiate the interaction.

  • Once configured, click Save to apply the changes.

Note: The Agent is triggered only when the correct code word is sent to the selected number.

For questions regarding SMS chatbot-assigned numbers or to request new SMS chatbot numbers, please reach out to support (support@sensehq.com) or your designated Customer Success Manager (CSM).

Outbound Channels

Outbound channels are used when the system initiates the conversation with candidates. These are mainly used for data enrichment and screening use cases. 

This can be triggered via 

  • Sense Workflows
    • Voice Bot - Requires additional configuration to trigger the Voice bot.
    • Chatbot (Email)
    • Chatbot (SMS) 
  • API Bot - Requires additional configuration to trigger the API Bot over E-mail or SMS
    • Chatbot (Email)
    • Chatbot (SMS) 

Workflows

Workflows is the main platform for connecting outbound chatbots, helping with data enrichment and screening. It makes it easier to manage chatbot interactions in one place and ensures smooth and consistent engagement. 

Linking Process: AI Agents are linked to workflows exclusively from the Workflows UI, not from the Agent builder. To link, you go to the workflow, click the '+' button, and select the desired AI Agent you want to use Chatbot (Email), Chatbot (SMS) or Voice Bot.

Before you can link the voice agent, you need to complete certain channel specific configuration within the Agent builder. Follow the below given instructions to do the same

Voice Bot configuration

Once your agent is in the Ready to Use status, you need to enable and configure the Voice Bot channel.

  1. In the agent builder, click the Channels button near the top right.

  1. Click on Voice Bot from the visible options

  1. Toggle the Voice Bot option to turn on the configuring capability.
  2. Configure the Basic Settings:

  • Voice Number: Select the phone number the bot will use.
  • Language: Set the primary language (e.g., English (United States) or multi).
  • Name & Pronunciation: Enter the agent's name and a phonetic pronunciation guide if needed.
  • Agent Voice: Select the voice persona (e.g., Grace, Anna, Cima). It is recommended to select one of the top available voices to ensure a standard experience.
  • Voicemail Detection: Choose whether the agent should Hang up or Leave a message if it reaches a voicemail.
  1. Switch to the Speech & Call Settings tab to adjust conversational behaviors:

  • Speech Settings: Adjust the AI's Responsiveness, Interruption Sensitivity (how easily a human can interrupt the AI), Voice Speed, and Voice Temperature (expressiveness).
  • Call Settings: Define parameters like "End Call on Silence" and "Max Call Duration".
  • Welcome Message: Determine if the "AI Speaks First" or the "User Speaks First".
  1. Click Save and close the channel configuration window.

API Bot Configuration

  • API Bot allows you to trigger the Chat Agent (Email or SMS) using Sense API.
  • Candidate details (such as Name, email and phone number) are required to trigger the Agent using Sense API. 

Steps: 

  • In the Channel Configuration window, click Configure next to API Bot.
  • Use this setup to send the chatbot via email (Web view) when triggered through an API.

Basic Settings

  • Alias Name
    Enter a unique name to identify this API Bot configuration. This is used while triggering the Agent via API.

Email Configuration

  • Select Basic Email to send simple text-only emails for quick communication.
  • Recipient Email
    Select the variable that contains the recipient’s email address.
  • Email Subject
    Enter the subject line for the email. Make sure it clearly explains the purpose of the message.
  • CC
    (Optional) Add additional email variables to receive a copy of the email.
  • Body
    Enter the email content.
    • Use the editor to format the message if needed
    • Insert the Chatbot Link so users can open the Agent and start the conversation

  • Once all details are configured, click Save to apply the changes.

 

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