What differs by channel
A side-by-side of what emily can do on WhatsApp, phone calls, web chat and browser voice.
Abilities differ more than you might expect
emily runs on the same data, memory and rules everywhere, but what she's actually able to do is not identical on every channel. Phone calls are the narrowest — built around ERP questions. WhatsApp adds CRM logging and Knowledge Bank search on top of that. Web chat has her widest range, including reading photos. Browser voice matches WhatsApp on ERP, CRM and Knowledge Bank access and can move you around the app too, but not everything web chat can do — see browser voice for what it covers.
Side by side
| Can she... | Phone calls | Web chat | Browser voice | |
|---|---|---|---|---|
| Ask about your ERP | Yes | Yes | Yes | Yes |
| Check live stock or purchasing (needs a direct ERP connection) | Yes | Yes | Yes | Yes |
| Read a company, contact or deal from the CRM | Yes | No | Yes | Yes |
| Log a note or update a record in the CRM | Yes | No | Yes | Yes |
| Search the Knowledge Bank | Yes | No | Yes | Yes |
| Read a photo you send her | Yes | No | Yes | No |
| Move you to another part of the app | No | No | Yes | Yes |
Opening a named company, contact or deal on screen is narrower than that last row: that one is web chat only — see opening a record.
Every ERP answer is read-only
Every "Yes" in the ERP rows above means she can look the number up and tell you — on every channel, she reads your ERP and never writes back to it. That includes orders: placing one by voice or message isn't something she does today, on any channel.
The real differences
CRM. Reading or changing anything in the CRM — a company, contact, deal, note or task — works on WhatsApp, web chat and browser voice, and not on a phone call. That's true for looking a record up as much as it is for logging a note against one; a phone call doesn't get either half.
Knowledge Bank. The same three channels — WhatsApp, web chat and browser voice — can search your organisation's shared documents. A phone call can't: it stays focused on ERP questions.
Images. emily reads photos in web chat and on WhatsApp. Phone calls and browser voice are both spoken only, so there's no photo to send on either of them.
Moving you around the app. Web chat and browser voice can both bring up a part of the app for you. On WhatsApp and phone calls, she'll tell you where to go instead of taking you there.
Browser voice, in one place
Browser voice gets the same ERP, CRM and Knowledge Bank access as WhatsApp and web chat: ask her a business question, have her read or log something in the CRM, or search the Knowledge Bank, and it works the same as it would by typing. It can't read a photo — there's no image to send over a voice-only session. It can take you to another part of the app, the same as web chat. And if you ask her for something she can't do, she tells you plainly rather than failing silently or pretending to do it — see browser voice.
The one connection-based difference
Live stock and purchasing depend on whether your organisation uses the standard or the direct ERP connection — the same way on every channel above. It's a connection difference, not a channel one. See connect your ERP for what each option covers.