Capabilities
What your agent can do
In the Settings > Agent section you will find your agent’s capabilities: the communication channels it uses and the features it has enabled. These options determine what types of interactions it can handle.
Communication channels
The channel defines how your agent communicates with customers. You can choose from three options:
The agent will only handle conversations through messaging channels: WhatsApp, Instagram, and email. It will not manage phone calls.
Useful if your business receives more inquiries in writing than by phone, or if you don’t need phone support.
The agent will only handle phone calls. It will not reply to WhatsApp, Instagram, or email messages.
Useful if your primary support channel is the phone and you prefer to manage messages manually.
The agent will handle both calls and messages. This is the most complete option and the one recommended for most businesses.
Your agent will be able to answer phone calls and, at the same time, automatically respond to messages received through WhatsApp, Instagram, or email.
Changing the channel type does not delete existing configuration. If you disable calls, the call configuration is preserved and you can re-enable it at any time without having to set anything up again.
Additional features
In addition to channels, you can enable or disable features that extend what your agent can do:
Reservations
When you enable reservations, your agent will be able to manage bookings and appointments with your customers. This means that during a call or messaging conversation, Aura will be able to:
- Check your availability in real time.
- Suggest available time slots to the customer.
- Create, modify, or cancel reservations.
- Send confirmations.
If your business does not work with appointments or reservations, you can leave this option disabled.
Support
When you enable support, your agent will be able to manage support cases or incidents. This allows it to:
- Log customer problems or complaints.
- Classify cases by priority (low, medium, high, urgent).
- Try to resolve the inquiry with the information available.
- Mark the case as pending (callback) so someone on your team can contact the customer.
- Escalate the call to a real person if it cannot resolve the issue.
If your business does not need an incident management system, you can leave this option disabled.
To get started, we recommend enabling the Both channel (calls and messages) and the Reservations feature if your business works with appointments. You can enable Support later once you are more familiar with the platform.
