Natalia Documentation
Two products: the console, where you create your agents and follow their conversations, and Natalia Analytics, which analyses your recorded conversations, in the Cloud or On-Premise.
Console: agents and actions
Configure an agent
Write what the agent says first, what it knows and what it must do. Your draft stays in your browser until you save it.
- First message and instructions
- A draft kept until you save
Try an agent
Try the agent before your customers do: in test mode on the instructions you are editing, then in live mode on a real contact point.
- Test mode: no conversation, not counted in your plan
- Simulated actions, request shown but never sent
- Live mode: a real conversation
Actions of an agent
What an agent does during a conversation: call a web service, transfer a call, alert someone by email, SMS or WhatsApp, search your documents.
- Six kinds of action
- What it does, when the agent uses it
Document search
Make your agent answer from your website, from the documents you upload yourself, and from SharePoint and OneDrive, and know when it will know your new content.
- A website, with additional pages
- Your PDF, Word, Excel, PowerPoint, email and text files, up to 5 MB each
- SharePoint and OneDrive, read again every day
- Reading progress and time left
Agent voice
Choose how a voice agent sounds on the phone: its voice, its pace, the words it must say differently.
- Six voices to listen to
- Speech rate and waiting time
- Pronunciations and recording announcement
Contact points
How your customers reach an agent: a number, WhatsApp, the web chat. Each one is added and set from the agent's page.
- Kinds offered by how the agent answers
- Web chat settings and installation
A WhatsApp business number assigned by Natalia, with no Meta account to create.
- One number per agent
- When no number is available
Exchange sources
Bring your team's calls into Natalia to analyse them, under an agent that does not answer there.
- Existing OVH telephony
- Import a conversation
Your organization
Organization settings
Invite your colleagues, give them a role, use your own Mistral key and choose your emails.
- Members and invitations
- Administrator and Member roles
- Your own key
- Email notifications
Copilot
Ask Copilot about the console. For an administrator, it proposes a plan to configure your agents, and applies nothing without your approval.
- Answers from your console and this documentation
- A plan to apply or refuse
- Go back after a plan
Your conversations
Console home
See what your agents took over on a period, and open the conversations behind each figure.
- The value of call time, at your hourly rate
- Calls handled to the end, calls transferred
- Conversations received per contact point
Conversations in the console
Find a call or a message, see what remains to handle, read the note and the summary, listen to a call live and take it over.
- Search, sorts, filters and CSV export
- Conversations to handle, marked handled in one click
- Live listening and call takeover
Trends in the console
Follow your analysed conversations over a period: activity, quality, costs, summaries and improvements.
- Activity per day, quality per month
- Advisor costs and time saved
- Recurring reasons and recommended actions
Your customer list
See who talks to your agents and what you know about them, and open a customer's conversations.
- Number, name and information
- Import a CSV or Excel file
- Filters in Conversations and Trends
Natalia Analytics
Natalia Analytics Cloud
Managed SaaS that transcribes and analyses your agents' recorded conversations: calls synced from your telephony account or imported audio files. Nothing to install.
- Existing telephony sync or WAV / MP3 import
- Analysis grid defined by you: criteria, categories, labels
- Trends: activity, quality, costs, improvements, summaries
- Hosted in France (Paris)
Natalia Analytics On-Premise
The Alcatel PBX edition has its own documentation.
Open On-Premise documentation