Use Cases

Five concrete things you can build with botts.ai today — a customer support widget, an internal knowledge assistant, lead capture with forms, a phone agent, and a CRM-connected voice agent — with the exact features to combine and links to the relevant docs.

botts.ai is a general-purpose AI agent platform. The same building blocks — Agents, Knowledge Bases, Deployments, Forms, and Integrations — combine into very different solutions depending on the channel and configuration you choose.

This page walks through five concrete setups, each built entirely from features that exist in the product today.

Customer Support Widget

A chat widget on your website that answers product, billing, and how-to questions from your own documentation — 24/7, in your branding.

Features to combine

• Knowledge Base — crawl your FAQ page, help center, and product documentation. Set a crawl schedule (daily, weekly, or monthly) so the agent stays in sync with your docs. See Knowledge Bases.
• Agent with a support-focused System Prompt — define tone, answer length, and escalation rules. See Agents.
• Website deployment — embed the widget with a single script tag; it works on any site. Customize the welcome message, up to 5 suggested messages, the preview banner, colors, logo, and the feedback (thumbs) toggle in the widget editor. See Deployments.
• Backup model — configure a backup model, ideally on a different provider, so the widget keeps answering if the primary model has an outage. See Deployments.
• Support Ticket form (optional) — enable the built-in Support Ticket template so the agent can capture an escalation (subject, description, email, priority) when it can't solve the issue. See Lead Capture with Forms below.
• HTTP tools (optional) — connect your own API (for example an order-status endpoint) so the agent can answer account-specific questions. Admin or Owner role required to create tools. See Integrations.

How to set it up

1. Create a Knowledge Base under Knowledge Bases and add your help-center URL as a website source. Run the first crawl and set a recurring schedule.
2. Create an agent under Agents, write the System Prompt, and link the Knowledge Base.
3. On the agent's Deploy tab, add a Website deployment, pick a model (and a backup model), and customize the widget in the editor with live preview.
4. Copy the embed snippet and paste it into your website.
5. Review real conversations under Conversations and fill Knowledge Base gaps the transcripts reveal. See Conversations.

Example System Prompt

You are a support assistant for CloudTech Solutions.
Answer questions about our products, billing, and technical setup
based on the knowledge base.

Rules:
- Be concise. Most answers should be 2-3 sentences.
- If a question requires account-specific information,
  ask the customer to contact support@cloudtech.com.
- If you cannot solve the issue, offer to file a support ticket
  and collect the details with the support_ticket form.
- Never share internal processes or pricing breakdowns.

Internal Knowledge Assistant

A private assistant your team chats with inside the botts.ai dashboard — trained on your employee handbook, IT guides, and policies. Nothing is embedded on a public website.

Features to combine

• Knowledge Base with uploaded documents — upload your internal documents as PDF, DOC, DOCX, TXT, or MD files (up to 100 MB per file). You can also crawl a publicly reachable site such as your documentation portal. See Knowledge Bases.
• Chat (Internal) deployment — deploys the agent to the Chat page in the dashboard sidebar, where your team members talk to it. One Internal Chat deployment per agent. See Deployments.
• Access control — choose who can use the assistant: Organization (all members), Role-based (minimum role Builder or Admin), or Invite Only (a specific member list). Members with the chat-only Member role see only the agents their access mode permits. See Team & Billing for roles.
• Knowledge Browse (optional) — a toggle in the agent editor that lets the agent list Knowledge Base sources and read full documents instead of only searching snippets. Useful when answers require reading a whole policy document.
• Backup model — Internal Chat deployments support a backup model for failover, just like Website deployments.

How to set it up

1. Create a Knowledge Base and upload your internal documents (drag and drop supports multiple files at once).
2. Create an agent, link the Knowledge Base, and optionally enable the Knowledge Browse toggle.
3. On the Deploy tab, add a Chat (Internal) deployment. Pick the access mode, set a welcome message, and optionally upload a chat avatar.
4. Invite your team under your organization's members. Members open Chat in the sidebar and start asking questions.

Lead Capture with Forms

The agent collects structured data — name, email, booking details, ticket information — in the middle of a natural conversation, validates it, and stores it as a form submission you can review and export.

Forms work on every channel: the website widget, internal chat, and phone calls.

Features to combine

• Form / Lead Capture — a section in the agent editor (Configure tab) with a master toggle. Enable it, then pick built-in templates or define custom forms.
• Email notifications (optional) — check Send notification on submission to email each submission to your organization's notification email address (set on the organization settings page).
• Forms tab — every submission appears on the agent's Forms tab, filterable by form name, with CSV export and delete.
• Contacts enrichment — name, email, and phone from a submission are saved to the end user's contact record, visible on the agent's Contacts tab. See People & Memory.

Built-in form templates

Custom forms

If the templates don't fit, build your own form: give it a name, then add fields with a field name, a type (string, number, integer, or boolean), a description that tells the AI what to ask for, and a required flag.

How it works in conversation

1. The agent asks for the form's fields conversationally — it doesn't render a literal form, it collects the values in chat (or by voice on a phone call).
2. Submitted data is validated against the form's schema; if something is missing or invalid, the agent asks the user to correct it.
3. Each form can be submitted once per conversation — duplicate submissions are rejected automatically.
4. The submission is stored and, if enabled, emailed to your notification address.

Phone Agent

A voice agent on a real phone number that answers every call — for example a receptionist that shares opening hours, answers service questions from the Knowledge Base, and takes booking requests with a form.

Features to combine

• Phone deployment — created instantly when you select the Phone channel on the Deploy tab. Phone deployments require a voice model; you pick one of 8 voices (Alloy, Ash, Ballad, Coral, Echo, Sage, Shimmer, Verse). See Deployments.
• Phone number — buy a Swiss or US local number into your organization's number pool and assign it to the deployment. Buying and managing numbers requires the Admin or Owner role and counts against your phone-number quota.
• Welcome message — the first thing the agent says when it picks up.
• Knowledge Base — the same Knowledge Base the agent uses in chat also answers questions on calls. See Knowledge Bases.
• Booking Request form (optional) — enable the built-in Booking Request template so the agent collects name, email, date, and service by voice. See Lead Capture with Forms.
• Call settings — transcription language hint (Auto, English, Deutsch, Français, Italiano), noise reduction, call recording (off by default), and a maximum call duration (dashboard default: 10 minutes).
• Access control (optional) — Public is the default for customer-facing lines. For an internal line, choose Organization, Role-based, or Invite Only: the caller's number is matched against the phone numbers in your members' profiles, and unauthorized callers hear a spoken "Access denied" message.

How to set it up

1. On the agent's Deploy tab, select the Phone channel — a phone deployment is created with defaults and opened for editing.
2. Buy or assign a phone number from your organization's pool.
3. Set the welcome message, pick a voice, and adjust call settings.
4. Call the number and test. Transcripts (and recordings, if enabled) appear under Conversations. See Conversations.

Example System Prompt

You are the phone assistant for Dr. Müller's dental practice in Zurich.
Answer calls professionally and helpfully.

Rules:
- Provide information about our services, opening hours, and location.
- For appointment requests, collect the patient's details with the
  booking_request form and confirm we will call them back.
- For emergencies, give the emergency dental number: +41 44 200 33 88.
- Be calm, professional, and reassuring.

CRM-Connected Voice Agent

A phone agent that does more than answer questions: when a customer calls, it looks them up in your CRM by phone number, greets returning customers by name, and logs the call outcome — or books a follow-up — back in your CRM, all during the conversation. This is the pattern behind "voice agent plus your business systems."

Features to combine

• Phone deployment — a voice agent on a real number. See Deployments.
• HTTP tools — the bridge to your CRM. Define a lookup_customer tool (a GET to your CRM's contact endpoint, filtered by phone) and a log_interaction tool (a POST that adds a note or task). Agents can't browse the web, but they can call any HTTP API you configure. See Integrations.
• Secrets — store your CRM API key once and reference it as $secret:crm_api_key in the tool's authentication, so the key never appears in a prompt or tool definition. See Integrations.
• Knowledge Base (optional) — answer product and service questions on the call from your indexed content.
• Booking Request form (optional) — capture a callback or appointment by voice when the request can't be resolved live.
• Customer Memory (optional) — remember preferences and standing instructions per caller across calls. See People & Memory.

How to set it up

1. In Integrations → Secrets, add your CRM API key as a secret (for example crm_api_key).
2. In Integrations → Tools, create the HTTP tools — for example a lookup_customer (GET https://your-crm.example.com/contacts?phone={phone}, auth Bearer $secret:crm_api_key, with a phone parameter) and a log_interaction (POST https://your-crm.example.com/contacts/{id}/notes, with id and note parameters).
3. Create an agent, attach both tools, and optionally link a Knowledge Base.
4. On the Deploy tab, add a Phone deployment, assign a number, and pick a voice.
5. In the System Prompt, tell the agent when to call each tool: look the caller up at the start, use their name, and log a summary before hanging up.

Example System Prompt

You are the phone assistant for [Your Company].
At the start of every call, use the lookup_customer tool with the
caller's number to check whether they are an existing customer.

Rules:
- If the customer is found, greet them by name and reference their account.
- If not, ask how you can help and offer a callback with the booking_request form.
- Answer product and service questions from the knowledge base.
- Before ending the call, use log_interaction to save a one-line summary.
- Never read account IDs or internal notes aloud.

Building Your Own Use Case

These five setups share a common pattern:

1. Define the mission — What specific problem should the agent solve?
2. Gather the knowledge — Crawl or upload the information it needs into a Knowledge Base.
3. Set the rules — Write a System Prompt that says what the agent should do and what it must never do.
4. Choose the channel — Website widget for visitors, Chat (Internal) for your team, Phone for callers. See Deployments.
5. Iterate — Review transcripts under Conversations, fill Knowledge Base gaps, and refine the System Prompt.

Start with one use case, get it working well, and expand from there. Multiple agents can share the same Knowledge Base, so a support widget and an internal assistant can build on the same content.

Last updated on June 16, 2026