Introducing New Modalities

Previously, ElevenAgents could only handle voice and chat conversations via web, app, phone, and WhatsApp. However, resolving customer requests to completion often requires additional data such as proof of address, insurance claim evidence, and medical records.

With the new modality support, ElevenAgents can now process images, files (PDF), audio notes, contacts, and location information, enabling it to solve more complex problems end-to-end.

The key updates are as follows:

• WhatsApp: Can process images, PDFs, audio messages, contacts, and location pins. For example, if a customer sends a photo of a router, the agent can check its status and schedule an engineer visit.
• Web widget: Images and PDFs can be uploaded directly within the widget on a website or app, allowing customers to resolve issues instantly within the conversation without needing to switch to a separate form or email.

Additionally, agents offer a cross-channel context feature that maintains the full context even as channels and modalities change. Whether an estimate is sent via WhatsApp during a voice call or a customer resends a signed PDF, the flow of the conversation remains uninterrupted and is managed as a single continuous thread.