> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Sendbird AI Chatbot

> Connect DialNexa calls to Sendbird AI Chatbot for ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation workflows.

Sendbird's AI Chatbot enables businesses to integrate intelligent, automated conversational agents into their applications, enhancing customer engagement and support.

<Note>
  Use Sendbird AI Chatbot with DialNexa when a caller needs help, escalation, callback, product triage, or a status update that support teams must own.
</Note>

## Where Sendbird AI Chatbot fits in a DialNexa workflow

Sendbird AI Chatbot should receive DialNexa output when the conversation affects a ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Escalate VIP or angry callers" icon="check-circle">
    Flag sentiment, account value, SLA risk, repeat contact, and cancellation language.
  </Card>

  <Card title="Capture product feedback" icon="check-circle">
    Separate bugs, feature requests, usability confusion, and missing documentation.
  </Card>

  <Card title="Close the loop" icon="check-circle">
    Trigger callbacks, status updates, or support replies with the exact promise made during the call.
  </Card>

  <Card title="Avoid repeat questions" icon="check-circle">
    Send the questions DialNexa already asked so agents do not restart discovery.
  </Card>
</CardGroup>

## What DialNexa should capture for Sendbird AI Chatbot

* Customer name, account, email, phone, plan, support ID, ticket ID, and owner
* Issue summary, product area, urgency, sentiment, SLA risk, and expected resolution
* Tags such as bug, refund, cancellation risk, VIP, repeat contact, angry customer, or callback needed
* Transcript link, recording link, DialNexa call ID, CRM link, order link, and conversation link
* Duplicate ticket check, escalation owner, due date, and customer-visible next step

## High-value Sendbird AI Chatbot workflows

<AccordionGroup>
  <Accordion title="Support needs a callback task after no answer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Sendbird AI Chatbot. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Customer asks for refund or billing help">
    Use Sendbird AI Chatbot to keep the money-related context precise: reference number, amount if mentioned, customer claim, policy or approval need, and the safe follow-up path. Do not put private payment details into broad-access notes.
  </Accordion>

  <Accordion title="Repeated issue should become product feedback">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into Sendbird AI Chatbot. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Angry caller needs manager review">
    For this scenario, DialNexa should treat Sendbird AI Chatbot as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Customer calls about an unresolved ticket">
    For this workflow, DialNexa should send Sendbird AI Chatbot a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Use create bot">
    Use create bot only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new support record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>

  <Accordion title="Use update bot">
    Use update bot when the caller changes a field, status, owner, date, priority, note, consent choice, or next step on an existing Sendbird AI Chatbot record. Include the old value, new value, and reason from the call.
  </Accordion>
</AccordionGroup>

## Workflows that pair Sendbird AI Chatbot with other integrations

* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [Gmail](/integrations/gmail): Gmail for customer-facing follow-up.
* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [HubSpot](/integrations/hubspot): HubSpot for account value and renewal context.
* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [Slack](/integrations/slack): Slack for urgent support escalation.
* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [Jira](/integrations/jira): Jira for product bugs from calls.
* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [Google Docs](/integrations/googledocs): Google Docs for incident and QA notes.
* [Sendbird AI Chatbot](/integrations/sendbird_ai_chabot) + [Stripe](/integrations/stripe): Stripe for billing or refund context.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Sendbird AI Chatbot actions.
* Write a short operational summary into Sendbird AI Chatbot and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="What should stay internal?">
    Private account details, agent-only notes, escalation reasoning, and full transcripts should stay internal unless approved for customer messaging.
  </Accordion>

  <Accordion title="How should product feedback be captured?">
    Separate feature request, bug, confusion, missing documentation, and churn risk so product teams can use the signal.
  </Accordion>

  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>

  <Accordion title="When should a call become a product bug?">
    When the caller provides reproducible behavior, expected result, actual result, affected product area, and business impact.
  </Accordion>

  <Accordion title="How should angry customers be routed?">
    Tag sentiment, repeat contact, account value, cancellation language, and SLA risk, then notify the escalation owner.
  </Accordion>

  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>
</AccordionGroup>