Quick Start to echowin V2 Platform

What is echowin V2?

echowin V2 is the latest generation of the echowin platform, enabling you to curate AI employees for your business. These autonomous employees can perform various internal and customer-facing tasks. This is an evolution and expansion of the  previous platform, where businesses could deploy AI agents to automate inbound phone calls and various operational workflows..

Below is a short step-by-step guide to help you create and deploy your AI agents using the new echowin V2 platform.

1. Sign Up and Access Your Platform

You can easily sign up by clicking on the "Get Started for Free" button at the top right corner when you visit https://echo.win. Once you've gained access to the platform, take the guided tour to familiarize yourself with its features.

2. Creating Your Employees

To create a new employee, click on the "Employee" tab on the left-hand side. Once on the employee page, click the "+ Add" button in the top right corner to add an employee. Provide a name and time zone for your employee to complete the process.

Now, you can see "Chat," "Training," "Channels," and "Configure" tabs. You can start chatting with your employee immediately via the "Chat" tab. This feature is also useful for testing your agent as you continue configuring. You can use the "Configure" tab to change your agent's settings at any time.

Next, let's proceed with making your employee fully functional and operational.

3. How to Make Your Employees Functional?

Here are the key steps to make your employee functional.

• Connect your employees to suitable "communication channels"

• Train your employees by first equipping them with appropriate "tools"

• And, provide them with "Instructions" on how to perform tasks using the available tools and channels.

4. What Would You Like Your Employees to Do?

Before configuring the "Channels" and "Training" your employees, let's determine what you'd like your employees to do.

Here are some example tasks for your employees:

1. Answer customer questions about your business, products, or policies

2. Transfer calls to a customer service team member when a caller requests to speak to a human

3. Send a calendar link via text when callers want to schedule an appointment

5. Setting Up and Training Your Employee for Each Task Above

Answer customer questions about your business, products, or policies

1. 1. Channels: Under the "Channels" section within the "Employees" tab, you will find a list of available communication channels. For your agent to handle calls, you need "Phone Integration." Select it, choose a desired number with an area code, and follow the steps to configure it.

   2. Training

      1. Tool: In the "Training" section within the "Employees" tab, go to the "Tools" section and click "Add Tool." From the list of tools, add "Search Knowledgebase." This enables your agent to search the knowledgebase to respond to callers. If you don't have a knowledgebase yet, first navigate to the "Knowledgebase" tab on the left-hand side and click the "Add" button to create one. This is the information source for your employees. Here, you can add web pages, documents, and references (Q&A pairs). You can create multiple knowledgebases and assign them to different employees with distinct roles.

      2. Instructions: At the bottom of the training page, there is space for instructions. Just as you would onboard a new employee, write instructions such as: "When customers inquire about our business, products, hours, or other information, provide accurate responses based on the information you have" You could also add guidelines like "Be polite and courteous" or "Be direct and concise."

Transfer the call to your customer service team member when callers want to speak to a person

1. 1. Channels: Your phone channel is already configured from the previous step.

   2. Training

      1. Tool: Click "Add Tool" and select "Transfer Call," then follow the steps to configure it.

      2. Instructions: For instructions, you might write: "When someone asks to speak to a person, transfer the call to [Name] configured in the 'Transfer Call' tool. Inform the caller that you're transferring the call before doing so." You can elaborate further, such as: "Before transferring, ask for a brief message about the call's purpose, then transfer the call. Optionally, send this message to yourself via text or email using the 'Send Email' or 'Send Text Message' tool."

Text callers a calendar link when they want to schedule an appointment

1. 1. Channels: Your phone channel is already configured.
   2. Training
      1. Tool: Select and add the "Send Text Message to Caller" tool.
      2. Instructions: Write something like: "When the caller requests to schedule an appointment, send them the Calendly link (e.g., calendly.com)."

Conclusion: 

After completing the training, use the 'Chat' feature to test how they operate. Be creative and explore the limits of your employees by giving them instructions and watch them go to action. To summarize, provide your employees with the appropriate communication channels, equip them with the right tools, and instruct them to perform a variety of tasks for your business.