Product / Channels
One agent. Every channel.
Customers call, message on WhatsApp and chat on your site, often about the same thing. Ruhu runs one agent on all of them, with the same knowledge, policies and tools, and each channel gets the format that suits it.
Channels
Where customers reach this agent.
- Web widgetacme-telecom.example · LiveChat and voice in the widgetLive
- WhatsApp+234 700 ··· 00 · Acme TelecomVerified name · Re-engagement template setLive
- Phone+234 1 ··· 4100 · TwilioVoice and SMS on the lineLive
- Phone+234 803 ··· 41 · Africa’s TalkingVoiceDraft
01 · Voice
Phone calls answered by the same agent as your chat
Buy a number or connect one you own, from Twilio or Africa’s Talking, bind it to an agent, and calls arrive with the voice you chose in Persona. Messages sent to the same line reach the same agent.
Phone Numbers
Numbers the agents answer on, with the provider, the channel and the agent behind each.
| Number | Label | Channel | Agent | Status | Provider |
|---|---|---|---|---|---|
| +234 1 ··· 4100 | Lagos main line | Voice · SMS | Telecom Billing & Disputes | Active | Twilio |
| +234 803 ··· 41 | Fibre support | Voice | Fibre Outage Triage | Active | Africa’s Talking |
| +234 700 ··· 00 | SIM swap line | Voice · SMS | SIM Swap & Activation | Draft | Twilio |
A number in minutes
Buy a number or connect a number you own, label it, and bind it to an agent per environment.
Your voice, your languages
Pick the voice in Persona and let the agent switch language when the caller does.
SMS on the same line
Texts to the line reach the same agent, under the same policies, without a second setup.
02 · WhatsApp
Answers where customers already are
Connect a WhatsApp Business number with three things from Meta Business Manager. Ruhu tests the credentials, keeps them encrypted, and sends the approved template when a conversation has gone quiet.
Connect a WhatsApp Business number
Three things from Meta Business Manager.
Before you start
The WhatsApp Business number this agent answers on. A developer or admin can connect it.
Phone number ID
Access token
A permanent system-user token. Stored encrypted and never displayed again.
Verify token
Used to check that webhooks really come from Meta.
Re-engagement
WhatsApp only allows an approved template after 24 hours. Ruhu sends this one.
Template name acme_case_updateChange template
ConnectDisconnect WhatsApp
Connected in one screen
Phone number ID, access token and verify token, stored encrypted and never shown again.
Re-engagement done properly
After 24 hours WhatsApp allows only an approved template. Ruhu sends the one you choose.
Verified, then live
The verified name and the credential check show before the channel goes live in an environment.
03 · Web chat
A widget on your site, with a voice option
Embed the widget with a publishable key, restrict it to your domains, and shape it in Widget settings: mode, position, colours, welcome message and button text. Customers can type, or tap the mic to talk.
Hello! Welcome to Acme Telecom support. I can help with connection issues, billing or plan changes. Could I have your account number so I can look up your line?
My internet has been dropping all evening. Account number 4471 0932.
Thanks. I have sent a six-digit code to the phone on this account. Please type it here so I can verify you.
482917
You are verified. I checked your area: there is an outage in Lekki Phase 1 since 18:40, and service is expected back by 21:30. Do you want a text when it is restored?
Yes please.
Widget settings
Mode & Appearance · Content · Allowed domains · Publishable keys · Embed code
Widget Mode
Position
Primary Color
Button Text
Company Name
Welcome Message
Allowed domains
acme-telecom.examplemy.acme-telecom.example
Publishable key
Widget analytics
Embed code
<script src="https://widget.ruhu.ai/v1/widget.js" data-publishable-key="pk_live_7f21····c0a9"></script>
Chat and voice in one widget
Widget Mode sets chat, voice or both. The mic starts a voice conversation in the browser.
Yours to brand
Company name and logo, primary and accent colours, position and button text.
Locked to your domains
Publishable keys and allowed domains keep the widget on the sites you name.
Built once
One agent to set up. Every channel follows.
Knowledge, policies and tools live in one document. Change a policy once and it applies to calls, WhatsApp and web chat at the same moment, while each channel gets the format that suits it.
Knowledge
The same documents and past answers behind every channel.
Policies
Hard and soft policies, written once, enforced on every channel.
Confirmation
Destructive actions wait for the customer’s yes, whichever channel they started on.
Tools
The same connections to your billing, ticketing and calendar systems.
Human handoff
When a person steps in, they get the summary
A handoff carries the conversation so far, the reason Ruhu handed off, what it verified and what it tried, so nobody asks the customer to start again.
- 01Verification status, so nobody asks twice
- 02What Ruhu checked, tried and why it handed off
- 03The conversation summary and its intent tags
FAQ
Common questions
Do we need to replace our help desk?
No. Ruhu creates and updates tickets in Zendesk through its integration, and a handoff carries the conversation and its summary to your team.
Can each channel have different rules?
Yes. A policy can apply to every channel or be scoped to one, and Atlas proposes channel policies as their own change family so you can review them separately.
How is identity matched across channels?
Each channel identifies the customer by what it has: the number on a call or WhatsApp thread, or the signed-in session in the widget. Checks such as an account number are written into the agent as steps. Linking one customer across channels is a customer-memory setting that ships off until you enable it.
Start with one workflow
Which customer request should we tackle first?
Bring a procedure and the systems it touches. We’ll walk through the agent, the setup and how you would measure the result.