Chatbots that hand work to the right system

A useful conversation has a next action

A chatbot can answer a defined set of questions, collect information or guide a customer toward an appointment, order status or support handoff. My work includes bots for Telegram, WhatsApp and Google Chat, CRM integrations and automated communication. The aim is a clear next action, with enough context for the person or system receiving it.

Choose the conversation and the boundary

We identify the questions the bot may answer, the data it can access and the actions it may perform. A first stage can cover one enquiry type with validated fields and a human handoff. Deterministic flows may be sufficient; language models are considered when interpretation adds useful value. Provider choice, cost and uncertainty need a separate decision.

An integration must account for repeated messages, failed delivery and customer identity across channels. The handoff should preserve the conversation context and assign an owner. Customer data and model inputs need explicit access and retention rules.

Test the handoff, as well as the conversation

The AmoCRM chatbot outline connects messaging, CRM tasks and reporting. Related work includes AI workflows, Google Workspace and CRM integrations.

Acceptance includes ordinary questions, incomplete information, unsupported requests and situations requiring a person. We check that the conversation results in the intended CRM action.

More background is available in my earlier profile. Describe the conversation you want to automate.