Customer service
Answers to frequent questions and handoff to the team with the context ready.
AI solutions and AI Lab
AI solutions development and AI Lab
We design, test and put into production artificial intelligence solutions for service, sales and operations: AI agents, voice agents, copilots and automation connected to your telephony and your systems.
- AI agents
- Testing lab
- Support in Spanish
What it is
What is the AI Lab?
It's how we run AI projects: we start from a specific case in your operation, test it with a prototype and, if it works, take it to production integrated with your channels, your telephony and your data. Scope and cost are defined for each project.
Includes
- AI agents for chat and WhatsApp
- Voice agents for calls
- Copilots that suggest replies
- Automation and integrations
What's included
What does the service include?
Every project is carried out by our technical team, with scope and timelines agreed with you.
AI agents
They reply, qualify and book on the channels your customers already use.
Voice agents
They handle the first phone contact and leave the case ready for your team.
Copilot for your team
It summarizes the conversation and suggests a reply; a person decides whether to send it.
Flows and rules
They assign, tag and route each case along the path you define.
Integration with your systems
We connect AI with your CRM, your phone system and your tools.
Tracking and analytics
Dashboards to see conversations, times and team performance.
How we work
Our process
Clear stages, with reviews alongside you at each one.
Step 1Discovery
Together we pick a specific case in your operation where AI adds value.
Step 2Design
We define the agent's behavior, channels, data and rules.
Step 3Prototype in the lab
We build a first version and test it with real cases.
Step 4Pilot
We run it with part of your operation and adjust as needed.
Step 5Production
We integrate it with your telephony, your channels and your systems.
Step 6Continuous improvement
We review results and keep fine-tuning with you.
Case study
Case study: AgentePortal
AgentePortal is an omnichannel platform with AI, WhatsApp, PBX and CRM, built on our telephony experience. It brings chats, calls and social channels into the same thread, so customers can switch channels without losing the conversation.
AI agents
They reply, qualify and book on WhatsApp and other channels, with CRM context.
Omnichannel inbox
WhatsApp, Instagram, Messenger, email and voice for the whole team.
Voice agent
It takes the first contact, books the appointment in the calendar and leaves the record ready for a person to follow up.
Integrated telephony
Calls land in the same history as the chat, and the recording is saved on the customer record.
Flow builder
Visual rules to assign, tag and continue the conversation.
Analytics
Times, open conversations and team performance on a single dashboard.
Features taken from the AgentePortal website and the documentation of its agent mobile app.
Case study
Case study: AgentePortal Core, flexible by design
AgentePortal Core is the core underneath AgentePortal. Its strength is flexibility: custom modules, dedicated environments and unlimited integrations, with capacity defined by each deployment and its infrastructure.
Custom modules
Each company enables the modules it needs, and new capabilities can be built on the same core without rebuilding the operation.
Dedicated environments
One environment per customer, company, site or unit, with its own users, channels, modules and configuration.
Unlimited integrations
API and webhooks to connect ERP, external CRM, billing, e-commerce and your own applications. Each integration's contract is defined in the project.
Scales with the deployment
Unlimited capabilities according to the deployment: capacity is defined by the infrastructure of each implementation.
Channels that come into the same core
- Messenger
- SMS
- Voice and telephony
- Webchat
Integrates with your systems
- ERP
- External CRM
- Billing
- E-commerce
- Your own applications
Through API and webhooks. Each integration's contract is defined in the project.
Integration with commercial CRMs
We have no integration limits
AgentePortal Core integrates with CRMs, ERPs and commerce platforms through API and webhooks. Each integration is custom-built in the project, based on your company's system and processes.
- HubSpot
- Zoho CRM
- Odoo
- Zendesk
- SAP
- Shopify
- WooCommerce
Also: Salesforce · Pipedrive · Microsoft Dynamics 365 · Bitrix24 · Freshworks / Freshsales · monday.com.
What is typically synced
Capabilities built in each project based on the CRM and what you need.
Contacts and companies
Two-way creation and updating of contacts.
Deals and stages
Deals and pipeline stages based on what happens in the conversation.
Tickets
Creation and tracking of support cases.
Call logs and recordings
Each call is logged on the CRM record, with its recording.
Notes and tasks
What's agreed in the chat or call arrives as a note or task.
Click-to-call
Call from the CRM through the Core's telephony.
Screen pop
When a call or message comes in, the customer record opens.
Your CRM isn't on the list?
We'll integrate it. Tell us which system you use.
Ask about an integration
HubSpot, Zoho, Odoo, Zendesk, SAP, Shopify, WooCommerce, Salesforce, Pipedrive, Microsoft Dynamics 365, Bitrix24, Freshworks, Freshsales and monday.com are trademarks of their respective owners. They are mentioned only as systems a custom integration can be built with; they are not native or certified connectors and do not imply any partnership or endorsement.
How a case flows
Channel, context, action and external systems all go through the same case: no copying data from one tool to another.
Step 1: Receive
Channels, calls, API and applications.
Step 2: Identify
Contact, company, channel, history and context.
Step 3: Decide
Rules, schedule, priority, queue and automation.
Step 4: Distribute
Person, queue, AI, flow or external system.
Step 5: Sync
CRM, data, API, webhook or event.
Seven-layer architecture
01Channels
WhatsApp, Instagram, Messenger, email, SMS, webchat, telephony and API.
02AgentePortal Core
Identity, context, permissions, company, conversation and call.
03Modules
Inbox, CRM, PBX, AI, distribution, automation and analytics.
04Automation engine
Rules, events, flows and actions on the case.
05Data
Conversations, calls, contacts, opportunities and activity log.
06API and webhooks
The way in and out to the company's systems.
07External systems
ERP, external CRM, billing, e-commerce and your own applications.
API first
Modules integrate with other systems through APIs and events.
Modular
Each company enables the modules its operation needs.
Event-driven
An important change can notify another system.
Extensible
A new capability is added on top of the core, without rebuilding the operation.
Security and control
Roles, permissions and activity log: each person sees what their role allows.
Multi-company
Several companies, sites or units, each with its own users, channels and modules. Isolation details are agreed in each project.
Core features
- Omnichannel: WhatsApp, Instagram, Messenger, email, SMS, voice and webchat in the same core
- Telephony: extensions, DIDs, trunks, IVR, queues, recordings and CDR
- CRM: contact, opportunity, task, notes and history
- Routing by channel, schedule, queue, priority, availability and rules
- AI: an agent that handles the first turn and a copilot for the team
- Each case flows through: receive, identify, decide, distribute and sync
- Roles, permissions and activity log
Use cases
- Contact center
- Sales
- Collections
- ISP
- WISP
- Services
- Operations
Content taken from the public AgentePortal Core page (agenteportal.com/core) and José Areche's article on its architecture (joseareche.com). Capacity depends on the infrastructure of each deployment. WhatsApp, Instagram and Messenger logos are trademarks of Meta Platforms, used only to identify the channels.
Benefits
Why choose PortalPBX?
After-hours service
AI takes the first contact when your team is away.
Your team decides
AI handles the repetitive work; people step in when judgment is needed.
Tested before scaling
We validate each case with a prototype before taking it to production.
Support in Spanish
We support you through design, launch and improvement.
Use cases
Who is it for?
Sales
Lead qualification, appointment booking and follow-up from the conversation.
Operations
Automation of repetitive tasks across channels, telephony and systems.
Pricing
Pricing based on your project
Contact us
We send you a proposal with scope, timelines and cost for your project.
Related services
Complete your solution
Cloud phone system
Extensions, IVR, queues, recording and WebRTC softphone for your business.
Voicebot and AI
AI voice agents for 24/7 service.
Custom development
Custom telephony and communication platforms, integrations, portals, APIs and dashboards.
Cloud contact center
Professional customer service with advanced management tools.
Frequently asked questions
Frequently asked questions
Quick answers about AI solutions and the AI Lab.
See all questionsContact us. It depends on the use case, channels and integrations. After the analysis we send you a proposal for your project.
That's not the approach. AI handles the repetitive work and prepares the context; your team decides on the cases that need judgment.
Yes, it's part of the project. We assess your systems during the analysis and propose the right integration.
Interested in AI solutions and the AI Lab?
Tell us about your project and we'll help you choose the right solution.