Getting Started: What is Webio?
Overview
Webio is a conversational AI platform specializing in customer communication, particularly in credit, collections, and engagement. It combines automated interactions with live-agent support to create seamless and personalized messaging experiences for customers.
Webio enables businesses to design powerful automated conversation flows (Bots) tailored to their needs. Bots combine rule-based & logical branching with advanced Natural Language Understanding (NLU) for dynamic adaptability. Businesses have the flexibility to:
- Use Webio’s customized NLU models (which are tailored specifically for credit and collections) or integrate their existing Dialogflow agent, leveraging NLU understanding to enhance conversational flows.
The flows dynamically adapt based on;
- Customer Responses: Interpreting input to guide the flow.
- Stored or Real-Time Customers' Data: Using data inputs to personalize and contextualize responses.
- Logged Webio agents, time of the day and more
Mass Communication Campaigns
Once the conversation flow of the bot is configured, Webio users can create campaigns to send personalized messages to large groups of customers. These campaigns leverage bots placeholders to make every interaction feel unique, even when communicating at scale.
Webio offers two flexible methods for managing customer data:
File Upload:
Businesses can upload customer data files directly into Webio’s platform in CSV or Excel format. These files must be organized into columns representing field names, such as:
Name | Phone | Amount | DueDate |
Sarah Red | 447748882619 | 50 £ | 02/06/2025 |
John Green | 447741452716 | 100£ | 07/07/2025 |
Once uploaded, the data is stored in Webio’s system, forming a temporary database for the campaign. Placeholders like #Name# or #Amount# populate the Bot message templates with data from the file.
Internal System Integration:
Webio can also integrates directly with a business’s internal system like a CRM or database to access real-time data associated with identifiers like phone numbers or customer IDs. Placeholders such as <<Name>> or <<Amount>> dynamically fetch data from the connected system, ensuring messages are accurate. This is done via webhook integration (subscribe customValueRequest)
Live-Agent Integration
For complex or sensitive issues, Webio ensures seamless transitions from automated flows to live agents. This allows customers to receive personalized support from a human when automation cannot fully address their needs, ensuring satisfaction and trust.
API and Webhook Integrations
Webio provides robust API and webhook integration capabilities that expand its functionality and allow businesses to connect Webio with other systems or services seamlessly.
API Integrations: APIs enable secure, real-time communication between Webio and external platforms. User can push or pull customer data to/from Webio, trigger specific conversation flows based on internal events (e.g., conversation status updates), automate tasks like sending a new bot to an existing conversation and more.
Webhook Capabilities: Webhooks allow Webio to send automated notifications or data updates to external systems when specific events occur, such as a new inbound message is received, a new status is assigned to a conversation and more.
Conclusion
Webio empowers businesses with adaptable data management, API and webhook capabilities to create dynamic and personalized customer interactions. Whether building advanced conversational flows, conducting mass campaigns, or integrating with external platforms, Webio ensures seamless, impactful communication.
Check our help centre or get in touch with support@webio.com if you want to learn more.
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