Use Call Summary "Sentiment" to trigger workflows
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Dan Doyle
At the end of each Voice AI call, a summary includes a "sentiment" rating (positive or negative). I want to trigger workflows based on negative sentiment.
Use cases:
Alert team members to follow up or adjust the prompt.
Trigger a text to the caller to try and save the lead.
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Divyam Bhadoria
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The call transcript generated trigger can help with this. You can add AI Intent detection action or GPT action after it to identify the intent of the call and take required downstream actions -https://help.gohighlevel.com/a/solutions/articles/155000006632?portalId=48000045315
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Divyam Bhadoria
Merged in a post:
Include Voice Call Transcript as a Custom Value for Notifications and Emails
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Joseph Ramsay
I need to set up workflows that sends emails notifications to staff members who are not actively using the GHL platform. Currently, I can send a notification that includes contact information and some call information (incoming phone # etc) but there is no custom field to include the transcript of the phone call. Please consider adding a custom value for 1) phone recording transcript and 2) phone recording URL
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Aditya Jha
Hello Dan Doyle, one way to solve this is to pass the call transcript to an AI in a workflow.
Ronak Jindal
Merged in a post:
Add Call Transcript and Summary automation tags
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Sapien Lighting
I like what you did with Voice AI, where you can use it in automations like in the screenshot.
Application of request:
The same feature, but for all calls. As in calls that I make, or my sales team makes
(reasoning: I want to put the transcript of calls and the summary of calls into notes.
I want the exact same thing, but for regular human calls.)
Ronak Jindal
Merged in a post:
Call Recordings Summary and Searchable Transcription
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Carl Taylor
When AI auto transcribes the call, give us both a Summary and the actual transcription which we can search through to find the bit we want.
Like close https://www.close.com/call-assistant
Ronak Jindal
Merged in a post:
Actionable AI call summary that copies CallRail Convert Assist - action plan, coaching, smart follow up email/sms
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Marcus Clayton
CallRail just released a great new feature called Convert Assist. They've done some really solid prompt engineering and provide three things for each call:
- Action plan
- Coaching
- Smart follow-up
If these could be used in workflows, it would be super powerful.
Example from one call (I removed all identifiable info)
Action Plan
- Schedule site visit with Carter for property at 1234 STREET REMOVED, Memphis 00000
- Provide Steve with contact details for John Smith at jj@gmail.com and 901-123-3456
- Instruct Steve to call John Smith before arriving for quote
- Note request is to cut back trees and limbs in back lot to utilize more parking
- Follow up with John Smith after site visit to discuss Steve quote
Coaching
Positive:
- The agent gathered all necessary contact and property details to schedule an estimate. This will allow the landscaping company to effectively follow up.
- The tone was polite and friendly, building rapport with the customer.
Areas to Improve:
- When the call broke up, clarifying details could have been re-confirmed like the customer's name to avoid mistakes.
- Explaining next steps like the process, estimated timelines or costs for the work upfront helps set appropriate expectations.
- Thanking for the business opportunity at the end may strengthen the relationship for future work.
Here is a draft email for your customer:
Dear Mr. Smith,
Thank you for your call regarding landscaping services for your property at 1234 STREET REMOVED in Memphis. Per our discussion, Steve will be contacting you to schedule a time to come out and provide a quote for cutting back some trees and limbs in your back lot area.
Our goal is to help utilize more of your parking space as efficiently as possible. Steve will evaluate the site and provide recommendations on what work can be done. Please let me know if you need anything else or have additional questions in the meantime.
Thank you for considering XYZ Landscaping for your project. We look forward to serving Smith Company.
Best regards,
[Your name]
XYZ Landscaping
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Joseph Ramsay
I posted a similar request. I need to send transcripts or phone call RECORDINGS (not AI) to staff who do not access the GHL app. So we need a custom value for this to include in notifications and emails. A URL link to the recording would also be great. Please consider adding a custom value for 1) phone recording transcript and 2) phone recording URL
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Derick Fortin
Agreed. Right now this could be done through Make.com with an API call - definitely a more complicated/intricate build...would be nice to just have a value like we do for voice ai: {{voice_ai.transcript}}
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Tracy Ingram
So we can see the voicemail transcript, but we can't do anything with it?
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Chris Hunter
Yes, having the transcript option in workflows for all calls (not just voice AI) would be super helpful. The only way to do this now currently is an external service that gets kind of costly.
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