Bot connections

A bot connection connects Live Hub to the bot that answers calls. It stores the bot's credentials, speech service configuration, and any call features that you enable. A routing rule routing rule directs calls to the bot connection.

Page	Use it to
Connect a bot	Create a bot connection for any supported bot framework.
Bot frameworks	Find the credentials required by your bot framework.
Speech-to-text services	Choose how Live Hub converts caller speech to text.
Text-to-speech services	Choose the voice that callers hear.
Manage bot connections	Edit, test, or delete a bot connection.
Assist bots	Let a bot monitor a live agent conversation and act on it.
Outbound calling	Have Live Hub place outbound calls.
Call transcript	Capture call audio as text.
Recording	Capture call audio.
Call transfer	Transfer a call to a human agent or another bot.
Background music	Play music during a call.
Failover actions	Define what happens when a call fails.
Speech customization	Customize speech recognition settings, including continuous ASR, silence timeouts, and DTMF keys.

If you would rather build the bot in Live Hub than connect an external one, see AI Agents. Enabling speech and telephony on an agent creates its bot connection for you.

Bot frameworks and speech

Live Hub integrates with many bot frameworks. Most connect through a text channel API and rely on a separate speech provider for speech-to-text and text-to-speech.

Google Dialogflow is the exception: it connects through a voice channel API and brings its own speech services, so no separate speech provider is needed.

Configure features for each bot connection

These features are configured independently for each bot connection. For example, you can enable call recording for one bot connection and disable it for another.

Feature	Where it is set
Outbound calling, recording, call transcript, call transfer	The Features tab
Barge-in, DTMF, maximum call duration, SIP headers sent to the bot	The Additional Settings group on the Settings tab. See Manage bot connections
Speech-to-text and text-to-speech providers	The Settings tab. See Speech providers

Two settings can also be configured elsewhere. In those cases, the other setting takes precedence: - Recording: If recording is enabled on a routing rule, that setting overrides the recording setting on the bot connection. - Maximum call duration: The maximum call duration configured for the account limits the value configured for an individual bot connection. For more information, see Account settings.

With Barge-in enabled, callers can interrupt the bot while a prompt is playing by speaking or pressing a DTMF key. When Barge-in is disabled, which is the default, callers must wait for the bot to finish speaking before they can respond.