Step-by-step: Setting up AloAi Agents
Creating a new AloAi Agents
Log in to Aloware Admin and navigate to the AloAi Agents menu.
Select the +New Agent button to create a new bot.
In the AloAi Agent type modal, select Text as the communication method. Your bot will respond via SMS.
Set the communication direction:
Inbound - use this option when the bot will respond to incoming messages (e.g., answering customer questions via text).
Example: Inbound bots handle incoming SMS, like when a customer texts, "What are your business hours?"
Outbound - use this option when the bot will proactively start conversations (e.g., following up on a lead after a sales introduction). Read this guide to learn more on how to enroll contacts individually or by bulk.
Example: Outbound bots can send messages to a pre-selected list, such as: "Thank you for signing up! Can we schedule a call?"
Configuring general settings - these settings define the overall behavior and purpose of the bot. Each configuration impacts how the bot interacts with users.
Name - assign a clear and specific name to your bot (e.g., "Support bot" or "Lead nurturing bot"). You'll see this in your AloAi Agent dashboard or while assigning lines.
Description - briefly describe the purpose of the agent (e.g., "Designed to handle lead generation and follow-up automation").
Agent type - select the form of communication, either text or voice. Text bots respond to messages via SMS. Voice bots are used for call automation.
Direction - set to inbound or outbound to determine whether the bot waits for incoming messages or takes initiative in sending communication.
AI Model - choose between GPT-4o mini (for simpler interactions) or GPT-4o (for more complex conversations).
Engagement expiration - define a time limit for the bot to stay active after no activity. After the time set (e.g., 10 minutes) the bot will automatically disengage from idle conversations.
Advanced -
Prompt configuration - these settings determine how the bot interacts with customers during conversations.
Opener message - write the bot's first message when starting a conversation. Personalize it using variable like name. Include opt-out instructions if necessary (e.g., “Reply STOP to unsubscribe”).
This message will be sent immediately when a customer initiates a chat (inbound) or is added to the bot's workflow (outbound).
Example: Hi [First Name]! I’m here to assist with any product-related questions. Let me know how I can help!”
Instructions - provide instructions for the bot's behavior. Define tone, keywords to prioritize, and resolve/ escalate logic. Instructions like "Only answer questions related to pricing, and escalate delivery issues to the team" ensure the bot stays focused on its assigned tasks and routes exceptions.
Assign tools - you can attach specific attach specific actions to your bot, enabling it to automate tasks during conversations. When configured, the bot will trigger these actions automatically based on user interaction.
These actions include:
Create appointments
Add contact disposition
Add contact to a list
Add contact tag
Knowledge base files - upload files such as FAQ documents, manuals, or troubleshooting guides in supported formats like PDF or DOCX. The bot will use this information for context when answering questions, providing accurate and detailed responses when customers ask about product details or common issues.
Availability schedule - these settings specify when the bot is active and responsive.
Working hours - set the specific hours when the bot is active and allowed to communicate with customers. By default, the bot operates 24/7 unless you configure custom working hours. The schedule follows your company’s configured local timezone (e.g., America/Los Angeles).
Restricting the bot’s availability ensures it does not respond outside of business hours, preventing unresolved conversations when your team is unavailable for escalations.
US National holidays - enable or disable the bot's availability during national holidays. Turning this off ensures the bot matches your holiday schedules, reducing the chances of user frustration during closed periods.
Actions - set automated follow-ups for customers who don't respond after the bot's initial message.
Follow-up frequency - define how many reminders the bot sends after no response. The bot will initiate up to the selected number of follow-ups.
Follow-up delay - specify the time gap between follow-up attempts (e.g. 24 hours). Customers will receive follow-up messages at the defined intervals until they respond or the limit is reached.
Routing - this allows you to assign specific communication channels (e.g., SMS or voice) to the bot, ensuring all messages and calls are delivered from the correct phone numbers or text lines. This setup ensures proper delivery and maintains consistency in customer communication.
For instance, assigning a sales team's SMS line ensures that all follow-up messages originate from the appropriate contact point, creating a seamless experience for the customer while preserving context.
Read this guide to learn how to assign lines for AloAi Agents.
Testing and optimizing your AloAi Agents
Before deploying the bot, ensure it performs as expected:
Simulate conversations - test the bot by enrolling a test contact and creating scenarios (e.g., greeting customers, handling FAQs).
Validate follow-up triggers - ensure follow-up messages are sent according to configured parameters (e.g., after a 48-hour delay for unresponsive clients).
Escalation testing - verify that the bot escalates unresolved issues to human agents correctly.
Troubleshooting - address common issues by checking settings for opener messages, routing, and line integration.
How does this relate to other Aloware tools?
AloAi Agents seamlessly connect with the Aloware ecosystem. They use your configured phone lines, whether local or toll-free, to send and receive SMS messages.
They also work with Aloware’s automation tools, such as Sequences and Broadcasts, to improve outreach. For example, a Sequence can trigger an outbound bot that sends personalized follow-ups to each contact in a campaign.
AloAi Agents are integrated into Aloware’s messaging dashboard, allowing support and sales teams to easily view and continue conversations.
Additionally, they support compliance tools by following A2P messaging regulations. They can also include custom opt-outs in their opener messages to ensure regulatory compliance.