Collect what the workflow needs
Guide the conversation around the details that matter: a reference, a preferred time, a request type or the reason for a change.
Make everyday conversations move work forward.
From appointment requests to delivery questions, Echo helps turn recurring conversations into structured information and a clear operational next step.
EXPLORE THE EXPERIENCE03 / Connect
A conversation becomes useful work.
Your voice. Your knowledge. Your way of working.
Prepared for your team
Return request
- Item
- Jacket
- Reason
- Size exchange
- Next step
- Service team review
Connected actions are scoped during setup. This example sends nothing.
Illustrative product experience · example data · no live actions
WHY IT MATTERS
Less re-explaining and re-entering. More context for the team responsible for getting the job done.
Bring business systems into the conversation
Scoped API actions can connect a request to the relevant operational system, with access and approvals defined for that workflow.
Keep exceptions visible
Define when Echo should collect more information or prepare the issue for human review instead of attempting an unsupported action.
Inside the experience
See how it comes together.
Explore the configuration and decisions behind a useful conversation. Each step shows what you control and how it helps your customer.
Make the next step part of the workflow.
Connect the conversation to the systems where your business operates. Let configured tools retrieve permitted information, create records or complete approved actions. Keep exceptions and business decisions with the right people.
echo / Connected actionsProduct illustration
ConversationCustomer request
Scoped accessPermitted data & actions
Business workflowRequest ready for review
System categoryOrders and customer service
ActionPrepare a return request
TimingAfter the required details are collected
Configured for your business scope01 / 03
Step 1
Choose the business action
Start with one job: find permitted order details, prepare a support ticket or create a sales enquiry. Define what should happen before, during or after the conversation.
System categories describe integration possibilities, not a list of preinstalled vendor connectors.
A conversation that reaches a useful business step, with the right permissions.Explore in depth
WHERE TO START
Make it part of your day.
Workflow ideas to configure around the knowledge and systems you use.
Delivery instructions
Explain delivery rules, collect a requested change and prepare it for dispatch through an agreed shipment-system connection.
Explore it with AIAppointment coordination
Gather a preferred appointment time and reason for the request, with booking confirmation handled by the configured scheduling workflow.
Explore it with AIService intake
Turn a spoken or written request into an organised brief for the appropriate service team through a configured ticketing connection.
Explore it with AIBefore you begin
Good questions deserve clear answers.
From voice and knowledge to integrations and launch. These are the details that help you choose a useful next step.
Talk through your idea with the Echo guide01Is Echo only for customer service teams?
No. The same conversation, knowledge and integration capabilities can support recurring operational requests. We design each use case around your workflow and the systems available to connect.
02Can Echo make changes inside our systems?
It can use actions that are specifically configured and permitted. We agree the scope and approval rules first, and test how the workflow responds when information is missing or a system is unavailable.
03Where should we start?
Choose a frequent, clearly defined request with reliable business information. A focused first workflow makes it easier to test the experience and decide which tasks to add next.
04Can Echo connect to our CRM, ERP or ticketing system?
These are supported integration categories to scope with our engineers. We review the target system’s APIs or tool access, required fields, permissions and approval points. The result may be a configured connection or custom engineering, depending on your workflow.
05Can the agent make changes in business systems?
Configured actions can be part of the workflow before, during or after a conversation. We define exactly which reads or changes are permitted, what identity checks are needed and which actions need a person’s approval. A script alone does not connect a system.
06Can Echo help with outbound follow-ups?
Echo has a voice-campaign workflow for imported contacts, immediate or scheduled runs, retries and per-call outcomes. Your team defines the purpose, approved contact list and script, then reviews the conversations and follow-up actions.
07Where can customers message the agent?
Echo’s documented messaging channels include website chat, WhatsApp and Messenger. Each channel needs its own approved setup and account access. Choose the first channel around your customer journey, then expand the configuration as needed.
08Can a person take over a conversation?
In the messaging inbox, your team can pause AI, reply manually and resume AI. Conversation assignment and status help with ownership. Phone routing and any call-transfer requirements are assessed separately with your team.
Your launch starts here
You know your business. We help with the rest.
You do not need to prepare everything alone. Use this checklist to see what you already have and where our setup team can help.
0/ 6
items you marked ready
A local planning checklist; nothing is submitted.01
One job worth doing first
What you bring
Five questions customers really ask, the audience and the outcome you want.
How we help
We define the agent’s role, the first workflow and how to judge whether it works.
Example: explain returns and prepare a service request.
02
Information your team approves
What you bring
Product descriptions, policies, service instructions and a person who owns each source.
How we help
We organise the agent’s knowledge, clarify boundaries and test missing information.
Example: current policy, exclusions and who approves exceptions.
03
The channel and conversation
What you bring
Your first channel, the languages customers use and the tone you want them to hear.
How we help
We configure the entry point, greeting and available voice or messaging settings.
Example: Arabic and English website chat, then a phone workflow.
04
The system behind the request
What you bring
The tools involved, a system owner and the specific information or action needed.
How we help
We scope permissions, identity checks and the connection or engineering required.
Example: read an allowed order status; prepare a request for review.
05
People and decision points
What you bring
Who owns enquiries, who replies to exceptions and what a person must approve.
How we help
We map the messaging takeover, team responsibilities and follow-up process.
Example: AI explains policy; the service team approves the refund.
06
Real questions to test together
What you bring
Typical enquiries, difficult cases, product names and examples in your launch languages.
How we help
We test the whole journey, review responses together and agree the first release.
Example: a normal request, missing knowledge and a rejected system action.
Let’s start with one useful workflow.
Setup teams are available 24/7. Engineering work and enablement hours are scoped to your plan and workflow.
YOUR PATH TO LAUNCHMake it yours.
Make it yours.
With us beside you.
Explore the platform yourself, or work with our team on your first workflow. You don’t need to have every answer before you start.
Start your Echo workspace.
Get to know agent configuration, knowledge and channels. Choose a focused use case and begin shaping your agent.
- A voice and personality for your business
- Knowledge and instructions for your agent
- A clear starting point for testing
Bring the challenge. We’ll help set it up.
Our 24/7 setup teams help with knowledge, languages, channels and the integrations your workflow needs.
- Shape a useful first workflow
- Configure knowledge, channels and connections
- Test scenarios and refine the experience
EXPLORE THE POSSIBILITIES
Go deeper into what matters.
01
Customer support
Less time repeating the basics. More attention for the conversations that need your people.
02Sales conversations
A better starting point for sales: what the customer needs, why it matters and where to take the conversation.
03Business operations
Less re-explaining and re-entering. More context for the team responsible for getting the job done.
04Voice agents
A useful conversation from the first hello, shaped around the customer’s question and your business process.
05Chat agents
A consistent service voice across configured channels, with people ready to take over when the message needs them.
06Connected workflows
From a customer question to the right information, a prepared request or a permitted action in your systems.
07Conversation insights
Move from guessing what happened to reviewing the conversation and deciding what to change next.
08Managed setup
A platform you can use, with people to help you turn an idea into a working customer experience.
09Business knowledge
Your information becomes part of the conversation, with a clear approach when an answer needs more context.
10Shared inbox
A customer conversation stays visible as it moves between an AI reply and a person’s decision.
11Outbound campaigns
From a contact list to conversations with a purpose and follow-up your team can understand.
12Multilingual agents
A clear customer experience starts with the right language, the right information and a thoughtful conversation.