Introduction

The Vlozi Chatbot is an AI-powered customer support assistant that works across your website, WhatsApp, and Telegram — all from a single configuration. It answers questions using your knowledge base, remembers returning customers, and hands off to your team when it can't help.

What you get

• AI that knows your business — powered by your knowledge base, the bot answers questions specific to your products, policies, and services
• Three channels from one setup — website chat widget, WhatsApp Business, and Telegram, all sharing the same bot configuration
• Persistent customer memory — returning customers are recognised and the bot adapts its tone and responses to their history
• Human handoff — the bot escalates to your team when a question is beyond its scope, with an SLA timer so sessions don't go unanswered
• Unified inbox — one dashboard view for all sessions across all channels

How it works

Customer sends message
        │
        ▼
Chat Engine receives (widget, WhatsApp webhook, Telegram webhook)
        │
        ▼
Identifies/creates customer contact (Contact Intelligence)
        │
        ▼
Loads bot config (persona, model, memory mode)
        │
        ├── Fetches customer mood (fast, < 5ms)
        ├── Checks memory triggers → loads full context if matched
        └── Searches knowledge base (if enabled)
        │
        ▼
Assembles system prompt → calls LLM
        │
        ├── Streams response (widget) or sends as single message (WhatsApp/Telegram)
        ├── If handoff trigger detected → escalates to human, starts SLA timer
        └── Logs message to inbox + ingests to Contact Intelligence

Channels

Key concepts

Bot config

A single per-tenant configuration controls all channels: persona prompt, model tier, creativity (temperature), memory mode, welcome message, fallback message, and the handoff trigger phrase. All channels share this config.

Session

A session is one conversation thread with one customer contact. Sessions have a status:

• ai_handled — the bot is responding automatically
• human_escalated — the bot has handed off; a team member should reply
• closed — conversation resolved

Channels

A channel is one connected platform account (one WhatsApp number, one Telegram bot, one website domain). You can have multiple channels per platform and multiple tenants each with their own independent channels.

Contact Intelligence

Customer contacts are managed by Contact Intelligence (CI), a separate service that tracks customer profiles across all Vlozi products. The chatbot resolves or creates CI contacts automatically when a customer first messages.

Memory modes