Customise an Enreach Picapp bot

Open Bots, select your Picapp receptionist and choose Edit. Your usual organisation, role and tag permissions apply. Edit prompts, additional context, voice and skills in BeAI. The Telephony tab remains available for codecs, outbound DTMF, RTP test mode and automatically marking conversations as read. Enreach owns the enterprise, extension and SIP connection; only connection and REGISTER settings are hidden. Create another Enreach subscription to add an extension.

Solution locks apply to GUI, API, snapshots and administration assistance. Resynchronisation preserves skills and additional context configured in BeAI. Reload after a concurrent update conflict.

New bots default to Gemini 3.1 Flash Live Preview and the model’s default voice unless another choice is supplied. Existing bots keep their model. Selecting an explicit BeAI bot template retains its choices. The AI model can also be selected in Enreach configuration.

Enreach Picapp skill

Enreach Picapp replaces the old Enreach UP skill. Only Picapp bots can use it. It needs no customer credentials and is enabled on creation. Platform and Solution action permissions still apply.

Search accessible internal users and groups, check presence and telephony state, transfer calls and share the factual call context through a CallNote. Missing presence remains unknown; a group is not presented as an available human. The final note preserves the transfer context. Known configured extensions are resolved and checked by BeAI without a prior model directory tool. Empty or ambiguous resolution blocks transfer. An accepted transfer request does not prove that the destination answered. Unknown effects are never retried automatically.

Choose transfer destinations

Enable Transfer and select the authorised internal extensions. Opening a Picapp bot editor refreshes the company’s directory in the background; Refresh directory requests another update. The list supports the Transfer skill’s two-to-six-digit extensions. Each choice shows its number, Enreach name and type: user, group, ACD group or voice service. The Enreach name is also displayed as a read-only prefix beside the optional Additional context. Describe when to use the destination there. Choosing another extension updates the prefix. Classic SIP bots retain their free-text extension and description fields.

An administrator must configure the platform’s directory read connection once. If refreshing fails, the last known catalogue remains usable and the editor shows the issue. Previously configured missing extensions are preserved for review, but new destinations must belong to this company’s catalogue. Renamed extensions update after the next refresh.

Users require current presence and telephony availability. Groups and ACD groups require their own presence, whose documented format may omit individual telephony state. Unavailable or unknown presence prevents these transfers. IVRs and compatible voice services do not require human presence; identity, access, number and hidden/locked checks still apply. Unknown contact types are not treated as voice services.

Only names, numbers and types are cached. Known destinations use a direct contact read at transfer time, under the live call’s permissions, without an extra model search tool. The colleague’s approval never overrides presence or the authorised destinations. An unavailable destination is refused before dispatch and the bot follows its fallback scenario.

The same edit permissions apply to GET /api/v1/bots/{id}/transfer-directory and POST /api/v1/bots/{id}/transfer-directory/refresh. A queued refresh returns 202; poll the GET operation for its state. Save destinations with PATCH /api/v1/bots/{id}/skills/transfers, sending only extension and description. The names, types and references are read-only. Enreach SSO remains restricted to the authorised bot and refresh requests require CSRF protection.

Urgent escalation

Describe urgent situations, target groups and fallback instructions in the bot prompt. For example, collect the caller’s name, site and incident details, search for Support, then ask the subscription user to choose between transferring to Support and taking a priority message.

User consultation sends a popup to the user associated with this subscription, on compatible myIstra/mobile applications, not to an arbitrary destination agent. It accepts two to six choices and waits up to 60 seconds after sending. Only a recognised returned choice is confirmed, including a refusal. Without a confirmed choice, apply the scenario’s fallback instructions and do not resend. Enreach must advertise compatible call functions.

Colleague questions and choices stay in the Enreach popup. The caller hears a brief waiting announcement and the next step, without tool names or technical parameters. Gemini Live conversation history uses the audio transcription, excluding the model’s internal preparation text.

Transfers use Enreach’s dedicated telephony API and do not require a transfer function in the consultation function catalogue. The Transfer skill’s destinations, offer permissions, fresh directory checks and presence rules still apply. A rejected request or uncertain transfer remains visible in Actions and is not retried automatically.

Before consulting a colleague, the receptionist asks the caller to hold. BeAI checks that this announcement was spoken and that its audio has finished playing through the telephone media queue before sending the request. The colleague’s 60-second response window starts at that point. Transfers also wait for the spoken announcement to finish. An interrupted or unconfirmed announcement prevents dispatch; a timeout never forces a transfer in the middle of a sentence. The bot follows its configured fallback instead.

Spoken messages remain in conversation history across tool sequences and when the call closes. Preparing an announcement is an internal step with no Enreach request sent; it is neither a failed consultation nor a reply from the colleague.

SIP health

A green indicator means recent positive SIP OPTIONS responses from the monitored runtimes. Probes run every 60 seconds; samples expire after three minutes. Partial, failed or stale checks are not green. The peer is learned from an authorised SIP call, so a first call is needed before health can be measured. No individual REGISTER is sent. SIP reachability does not guarantee credit or a human’s availability.

Access and API

When your operator enables SSO, open Configure the BeAI receptionist from the Enreach Picapp applications. Enreach verifies your session and opens the bot editor without a BeAI password. This access is restricted to the associated bot and lasts up to 30 minutes; Solution restrictions still apply. Link availability depends on the Enreach client and the interfaces declared on the Solution. Call callback tokens never grant bot administration access.

Use the same operations through /api/v1/bots/{id} and its prompting, voice and skills sections. Set the skill with PATCH /api/v1/bots/{id}/skills/enreach-picapp and {"enabled":true}. Read picapp_sip_status for the same health state as the GUI. For Picapp bots, PATCH /api/v1/bots/{id}/sip accepts {"outbound_dtmf_enabled":true,"codecs":["alaw","ulaw"]}. Set RTP test mode using PATCH /api/v1/bots/{id}/conversation with {"test_mode":true}. Other SIP fields are refused. These settings apply to the next call and survive resynchronisation.

Authorised administrators can inspect and test call actions under Administration → Enreach Picapp → Subscription → Call decisions, or through the Picapp API operations. Actions and notes remain scoped to their call and company.

Business instructions and contextual help

In Edit → Enreach Picapp, use two Markdown fields: Directory and availability (4,000 characters) and Escalation scenarios (10,000 characters). Describe the situation, details to collect, the question and choices for your colleague, and what to do for each choice or if there is no answer. Previous fallback instructions are preserved inside scenarios when reading or restoring an older configuration. BeAI manages the tool protocol separately; customers cannot edit it through the skill.

Both fields use the same visual/Markdown editor as the greeting instructions. Click the ? next to any bot instruction field for its purpose and a short example. This also covers transfer destinations, calendars and other skills, including newly added rows. The help works with a keyboard and closes with Escape. Labels and help follow the French or English interface language.

The same fields and permissions apply to PATCH /api/v1/bots/{id}/skills/enreach-picapp. The legacy write-only fallback_instructions field appends non-empty text to scenarios without duplicating an identical fallback; it is no longer returned. Edit escalation_scenarios to change or remove merged fallback text. Technical prompts are restricted to platform administrators in the dedicated screen and /api/v1/technical-prompts.

One final note and fewer tool steps

BeAI now publishes one shared final note containing the existing conversation summary, every question and its offered choices, each confirmed answer or absence of confirmation, and transfer outcomes, with timestamps. No intermediate consultation or transfer notes are sent. No extra summary generation is requested. BeAI waits up to five minutes for a late summary or pending action; after expiry, publication is marked refused and the available report remains in BeAI history. HTTP 204 confirms publication without a response body. HTTP 200 must contain the expected note; an empty response without success confirmation remains uncertain. Uncertain note requests are never resent. Previous intermediate notes remain visible.

The model uses the consultation tool, then transfers directly to an allowed extension. BeAI checks capabilities, resolves the exact contact and refreshes presence internally. If the announcement was already spoken, it waits for real RTP playout without another model round trip; otherwise speech preparation remains required. The intended known-destination flow uses two model tool calls. Actual token savings depend on the scenario; no fixed percentage is guaranteed.

Conversation lists and details show distinct icons for consultation, directory search, presence, transfer and notes. Repeated actions of the same type share an icon with a count. Hover or focus it to read all operations, outcomes and local timestamps in a styled, scrollable popover. Escape closes it. Missing historical timestamps are identified. Exports, API actions and statistics retain the individual records.

Administrators can select an allowed extension in the call Actions screen. The equivalent POST /api/v1/integrations/enreach/subscriptions/{id}/calls/{callId}/actions accepts {"request_id":"transfer-1","name":"transfer","arguments":{"extension":"204","context":"Approved transfer to the on-call service."}}. Use either extension or the existing contact_id, never both; the same permissions and checks apply.

Call closure after a transfer

Enreach can close the BeAI dialogue when transferring. Closure alone does not prove that the caller hung up voluntarily or that the transfer failed. BeAI waits for the pending action result before requesting the final report. New tool requests after closure are ignored without creating a failed business action.

HTTP 204 for a transfer means Request accepted, without confirming that the destination answered. A response timeout remains Uncertain result: the request was sent but HTTP did not confirm its outcome. It is never retried automatically. The summary and final note preserve that distinction. Historical traces retain their recorded states.

Compact tools and prepared call context

The model now uses four business tools: directory search, availability by extension, transfer by extension, and colleague consultation with a question and two to six choices. BeAI handles provider identifiers and conversions. A confirmed free-text colleague answer is also available to the bot, within its configured business rules and permissions. Numeric ambiguity remains uncertain.

Company, caller, recipient, initial DND state, local start time and configured destinations are supplied once from existing call data. No full directory or stale presence is injected and no blocking external request is added to admission. The single final note includes free-text answers as well as choices. Detailed actions remain in history and statistics; only the model receives compact results.

Live transcript and call note link

During a Picapp call, BeAI forwards received caller and receptionist speech to Enreach in ordered full snapshots. This backend operation adds no AI tools or model requests. Internal instructions and technical tool results are excluded. MyIstra/mobile display depends on the platform version; automatic transcription may contain errors.

The single final note retains the BeAI summary and colleague questions/options/answers and adds a read-only link to this call's summary and transcript. It grants no bot, recording, account or other-conversation access. Anyone holding this link can read it for seven days. Keep it private. Disabling the platform, uninstalling the subscription or archiving the organisation blocks access.

Enreach currently stores url and urlLabel only on historical notes. If the call still exists on their platform, including after a transfer, these fields may be lost. MyIstra link display requires their update. BeAI does not resend the note to avoid duplicates. This limited bearer link is independent of future Enreach SSO support.

Beone and platform administrators can view delivery status and revoke a link in Administration → Enreach Picapp → Subscription → Calls. An unconfirmed delivery does not interrupt voice. Expired/revoked links show an unavailable message; reopen the original Enreach link to reload the shared page.