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Route, reply to and update Kommunicate conversations from your phone line.

Connect Kommunicate and your agent can handle support conversations while callers wait on the line. It can look up a customer's details, send a plain-text message into an open conversation, hand a conversation to a human teammate, and close a conversation when the issue is resolved. Your team stays in control of routing, and every change shows up in Kommunicate as it happens.

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What your agent can do with Kommunicate

  • Look up customer profile details from Kommunicate during a call
  • Send a plain-text message into an existing conversation
  • Assign a conversation to a named human agent when the caller asks for a person
  • Open or close a conversation based on how the call ends
  • Update a customer's name, phone or email fields from what they tell the agent

Kommunicate exposes 6 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Caller asks for a human agent

  1. Caller

    Hi, I've been waiting on a refund for my order since Monday. Can I speak to someone?

  2. Agent

    I can help with that. I'm passing your conversation to Sarah on our billing team now. She'll pick it up in the chat shortly.

  3. Caller

    Thanks. Please tell her it's order 4471.

  4. Agent

    Done. I've added the order number to the conversation so she has it ready.

Customer checks their details

  1. Caller

    Can you confirm the email you have on my account? It's the one I used last time.

  2. Agent

    Of course. I see the account under Daniel Price with the email d.price@brightfield.co.uk. Is that the right one?

  3. Caller

    Yes, that's the one. Could you update my phone number to 07700 900412?

  4. Agent

    Updated. Your phone number on file is now 07700 900412.

Follow-up after a resolved call

  1. Agent

    Hi Layla, this is the team at Al Noor Dental. We're following up on your cleaning appointment request from yesterday.

  2. Caller

    Oh right, I forgot about that. Is it still open?

  3. Agent

    Yes. We have Thursday at 10:30 or Friday at 3:00. Which suits you?

  4. Caller

    Friday at 3 works.

  5. Agent

    Great, I've noted that in the conversation and closed the request. You'll get a confirmation message in the chat.

How to connect Kommunicate

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect Kommunicate

    From Integrations in the dashboard, choose Kommunicate and enter the connection details from your Kommunicate account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the Kommunicate actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

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Questions, answered.

Does this work during the call or after it?

Both. Your agent can read customer details and update the conversation while the caller is on the line, or after the call ends as part of a follow-up.

What do I need to connect Kommunicate?

You need an account with Kommunicate. Then sign in from the AgentCalls dashboard and enter your Kommunicate credentials from its settings. Your agent only uses the actions you allow.

Which plan includes this integration?

Integrations, including Kommunicate, are included from the Growth plan.

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Put your agent to work with Kommunicate.

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