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Introduction to Bonnie

Bonnie is your AI-powered companion in Voyado Customer Engagement. It gives you one consistent, helpful place to get support, take action, and build workflows, all through a simple conversational interface. Bonnie helps you navigate the platform, make smarter decisions, and delegate work without needing to know exactly where or how to start.

Whether you need a quick answer, expert guidance, or help creating an automation, Bonnie is always within reach.

Prerequisites

  • You must have access to Voyado Customer Engagement.
  • Bonnie’s availability depends on your subscription and tenant configuration; you must have Extended AI as an add-on.
  • Some features, like accessing tenant data or acting in-app, may be limited or introduced gradually.

Start using Bonnie

You don’t need to install anything to start using Bonnie.

  1. Open Customer Engagement.
  2. Click on the floating Bonnie button to start a chat.
  3. Start with a question, such as: How do I create a win-back automation?

Screenshot with arrow pointing to where you can find Bonnie in Voyado Engage

How it works

Bonnie is designed to support work in Voyado Customer Engagement, and what it can do depends on your permissions and what’s available in your tenant. In some cases, Bonnie will suggest what to do next. In other cases, it can create a draft, for example an automation workflow, that you review before activating.

How to understand Bonnie’s behavior

  • Scope: Bonnie is designed to help with tasks and questions related to Customer Engagement.
  • Language handling: Bonnie replies in the language you use. If it switches by mistake, tell it Answer in English or Answer in Swedish.
  • Clarifying questions: If your request is ambiguous, Bonnie may ask a few short questions before it gives guidance or creates a draft, for example target audience, timing, channel, and success criteria.
  • Confirmations: If your request involves creating or changing something in Customer Engagement, Bonnie will ask you to review and confirm before anything is activated or goes live.
  • Continuous chat: Bonnie is designed as a continuous chat, so you can keep context while you work.
  • Resumable workflows: If you close Bonnie during a process, you can return and continue where you left off.

How to start a conversation with Bonnie

  1. Open Bonnie in Customer Engagement by clicking on the floating button.
  2. Ask your question or describe what you want to achieve.
  3. If needed, answer Bonnie’s clarifying questions. 
  4. Follow the steps or apply the recommendations in Customer Engagement.

Screenshot of Voyado Engage with the Bonnie chat window open

Ask Bonnie about your data

Bonnie can answer questions about your data in Voyado Customer Engagement. Ask about message performance, delivery, engagement, revenue, and more without leaving the chat. The metrics Bonnie understands are consistent with the Analytics experience, so answers always reflect the same definitions and calculation logic as your dashboards.

Example questions you can ask:

  • Are our SMS unsubscribes higher than usual this month?
  • Did our delivery rate drop compared to last month?
  • How did our email sendouts perform last month?
  • Has our click-through rate improved since the last quarter?
  • What was the open rate for our sendouts in April?
  • Did our conversion rate improve compared to the previous month?

For a full overview of metrics and how they're calculated, see Analytics — KPIs and definitions.

Use cases

How to get guidance in context

Use this when you want best-practice advice while you’re planning a campaign or flow.

  1. Ask a question, such as: What’s a good reminder sequence for users who didn’t convert?
  2. Review the guidance Bonnie provides.
  3. Apply the advice in Customer Engagement.

How to understand what to do when results change

  1. Ask something like: Our click rate is down compared to last week—what should I check first?
  2. Bonnie suggests likely causes and a short investigation checklist.
  3. Use the checklist to validate and decide what to adjust in Customer Engagement.

How to get help defining a segment

  1. Ask something like: How should I define a segment for high-value customers who haven’t bought in 60 days?
  2. Bonnie proposes criteria, edge cases, and validation tips (size, overlap, exclusions).
  3. Build the segment in Customer Engagement using the recommended rules.

How to choose the right channel and cadence

  1. Ask something like: Should this flow use email only, or email + SMS—and how often is too often?
  2. Bonnie explains tradeoffs, common best practices, and what to consider (audience, consent, urgency).
  3. Apply the recommended approach in Customer Engagement.

How to troubleshoot when something doesn’t behave as expected

  1. Ask something like: Why might customers not enter my automation when they should?
  2. Bonnie walks through common causes and asks clarifying questions (trigger conditions, segment membership, exclusions).

How to get Bonnie to build an automation for you

Use this when you want Bonnie to draft an automation workflow for you.

  1. Describe what you want to build, for example: Create a welcome automation for new customers: send a welcome email immediately, a tips email after 2 days, and a reminder after 7 days if they haven’t purchased.
  2. Answer Bonnie’s follow-up questions, for example audience or trigger, timing, exclusions, stop conditions, channels, and content needs.
  3. Bonnie generates and creates the automation workflow draft in Customer Engagement for you to review.
  4. Review and edit the workflow (steps, timing, content).
  5. Approve it when you’re ready.

You can find more information about automation workflows here: Building automations

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