Telecom companies often get millions of customer requests per day, like requesting recharge, porting their number, and more. With the Telecom bot template, you can go bot first in your approach to handle these requests. You can help customers save time by enabling them to help themselves, and also enable your agents to focus on more critical requests/issues. 

Depending on the kind of services you provide, you can tweak the telecom bot template to suit your needs. For example, you can modify existing flows, add more dialogs depending on your use case, use the Answers module for handling FAQs, and more. You can also customize your bot to match your brand and deploy it on the self-service widget. 

The Telecom bot template covers the most common flows for the following scenarios:

  • Prepaid

  • Postpaid 

  • Join our Network

Let’s look at each of these in detail.


  • Recharge: Enable customers to recharge their phone numbers through the bot by fetching the relevant APIs. 

  • Balance: Enable customers to check their call and data balance, and also display the validity.

  • Past recharges: Enable customers to view their past recharges. You can display up to the past three recharges by fetching the API.

  • Find a store: Enable customers to find their nearest store by fetching their pin code or the nearest city.

  • International roaming: Enable customers to activate international roaming on their phones by displaying the relevant ISD plans. 

  • Download app: Provide a link to customers to download your telecom app through which they can perform all the above actions and more. 


  • Pay bill: Enable customers to pay their postpaid bills online by opening the Pay Bill URL.

  • Billing information: Enable customers to view their billing information like their account balance, due date, and their last two transactions. 

  • Current plan details: Enable customers to view their billing information like their plan name and its validity.

  • Recommended plans: Enable customers to browse your available postpaid and view their recommended plans.

  • Switch to prepaid: Redirect customers to your website to help them switch to a prepaid SIM.

  • Update email: Enable customers to update their email by listing all the available methods in which they can do so.

  • Special offers: Display a list of special offers for their mobile number through a carousel.

Join our network

Enable customers to port from their current telecom service provider to your network by redirecting them to the ‘Join our network’ URL.

The following are to be considered if you’re deploying this bot template for your business:

API Library: The default API endpoints that come with the template are dummy. Make sure to remove the dummy URLs, response parameters, and payload content, and update the API library with your business’ APIs.

Placeholder: Responses in the bot flow are static because no placeholders were used. Depending on whether responses to the questions are fetched from an external source (through APIs), make sure to replace the dummy static responses with placeholders of the response parameters.

Authenticating using OTP: All the relevant flows, by default, have the native OTP authentication enabled for ensuring secure transactions/conversations. To use the native OTP auth functionality, read this article.