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Last updated on Jan 07, 2025

Introduction to Multi-Channel Communication in Evo Voice

Evo Voice stands out as a multi-channel communication platform, offering versatility in connecting users across various communication mediums. To clarify this concept amidst tech jargon, let's define what a channel signifies in the realm of Voice and explore how Evo Voice implements a multi-channel approach.

Evo Voice caters to three primary Channel types: Voice, Chat, and Fax (the latter not covered in this document). Our focus will delve into Voice and Chat functionalities.

Endpoints, Sessions, Channels, and Flows

In Evo Voice, an Endpoint denotes a communication initiator or receiver, such as a Phone Number or a User capable of placing or receiving calls. A Session, referring to a single communication instance, corresponds to a specific Channel Type, like an incoming call being a Voice Channel Session.

Each new session triggers the execution of the Flow associated with the receiving Endpoint. For instance:

While an Endpoint like an Incoming Phone Number may handle both voice calls and SMS messages, the Channel Selector Node within a Flow discerns the Channel type, directing actions accordingly:

Voice

Voice remains the primary communication channel, particularly prevalent in business scenarios where phone calls dominate.

Phone Numbers and Users

Voice communication in Evo Voice occurs via two means:

  1. Incoming Phone Numbers receiving calls.

  2. Users initiating or receiving calls through the App, Soft Phone, or SIP endpoint.

In both scenarios, Evo Voice executes the Flow linked to the corresponding Endpoint, aiming to connect callers with desired parties.

Chat

Unlike straightforward Voice sessions, Chat sessions involve message-based interactions, commencing upon message receipt and pausing until further messages are received.

Endpoint Types

Evo Voice supports various Chat endpoints, including SMS, Email, Skype Bots, Slack Bots, Facebook Bots, Web Chat, and User Chat. Despite endpoint diversity, Chat flows operate uniformly. For instance, a Say Node responds to users regardless of the messaging mechanism.

Examples of Chat Sessions

Example 1: Reply to Chat Message

  • A single Say Node in a Flow replies consistently to incoming messages: Messages elicit consistent responses, initiating new sessions with each interaction.

Example 2: Reply and Gather

  • This example involves responding to messages and prompting for information using the Gather Node: [Insert Image: Gather Node Example] Sessions pause awaiting further input, with new sessions initiated upon subsequent messages.

Example 3: Chat with User

  • Demonstrates actual interaction between users via Chat nodes: [Insert Images: Chat Node Interaction] Users engage in a Chat session initiated by a Chat node, maintaining communication until termination.

Session Establishment

The Voice Flow system facilitates complex scenarios effortlessly, primarily aiming to establish communication channels between callers and destinations.

Two key nodes, the Dial Node and Chat Node, facilitate channel establishment:

  • Dial Node: Facilitates traditional phone call connections, supporting both internal and external parties.

  • Chat Node: Similar to the Dial Node but tailored for Chat-based sessions, inviting multiple parties to a Chat initiated by the original sender. [Insert Image: Chat Node Example]

With these nodes, Evo Voice streamlines communication, fostering seamless interactions across diverse channels.