Lesson 2

Key Terms Used in Bland

This lesson covers the essential terminologies used within Bland, helping students to effectively use the platform.

LEARNING OBJECTIVES

  • Define basic terms and concepts used in Bland

  • Apply these terms in the context of Bland operationsns

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    Terminologies

    Inbound Call

    Bland can receive phone calls for you, with your defined Agent answering the phone.

    Conversational Pathway

    Conversational pathways allow you to give your Agent instructions on how it should respond at each point in a conversation. This gives you:

    • Greater dialogue control 

    • Give your agent instructions on how it should respond at specific points of the conversation.

    Conversational Pathways are like intelligent flow-charts that your Agent can follow during a call.  The Agent makes decisions at each node about what to say, and what to do next.  

    For example, if you look at the image below, you will see a Conversational Pathway for a restaurant reservation. 

    Here, the AI starts the call with a greeting and a question: ”Do you want to make a reservation?”
    Then it asks for details about the reservation ensuring that each question is posed and then answered before moving on to the next one. 

    It then responds differently depending on the number of guests. If more than eight guests, then it transfers the call to a human being. If fewer than eight, then it attempts to make a reservation. If the requested slot is unavailable, it will try to find another time slot. If it succeeds, it tells the user that the reservation has been made.

    Webhook

    This refers to an API used to perform an external action - for example, if you want to reserve an appointment or look up information from your sales database.

    Custom Tool

    You can create custom tools that send messages for you, update your CRM, create support tickets, schedule an appointment, and more. 

    Campaign

    A Campaign is a group of calls. You can provide a CSV file to supply phone numbers and other information.

    Voices

    You can choose from a “young chirpy” voice like Alexa’s to a “soft and engaging” voice like Derek’s, and a variety of other voices.

    NEXT

    Lesson 3: Introduction to Bland Operations

    Lesson 3: Introduction to Bland Operations

    Lesson 3: Introduction to Bland Operations

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