Telephony

Use our software bots as robotic receptionists

Get

ThinkAutomation retrieves data from multiple sources

Do

ThinkAutomation checks this data against your telephony ‘if’ rules

Send

When a condition is met, ThinkAutomation is then triggered to run the relevant telephony action

Workflows for Telephony

Make triggered calls

Use ThinkAutomation for outbound call automation

A demo request hits your sales mailbox. ThinkAutomation extracts contact details to call the prospect on the spot. After speaking a pre-recorded message to ask if the prospect would like to speak to a team member, ThinkAutomation connects them to a salesperson immediately.

ThinkAutomation can follow up on inbound data with an instant connect phone call. This is powered by a smart Twilio integration, and your own conditional rules.

So, you can make automated calls to employees following a critical issue. You can bridge calls between customers and managers following urgent complaints. Or, you can create whichever call rule you need.

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Call routing

Use ThinkAutomation for inbound call management

You create a phone tree for your entire company using ThinkAutomation. ThinkAutomation can speak text, asking callers to press keys based on which team they would like to connect with. These key presses are then used to route all your inbound calls.

ThinkAutomation can offer a call routing service, directing your inbound calls to the relevant department or specific employee. This works off the back of rules that you set up.

For example, a standard rule might be: “If customer input value = 1, send call to customer services.” ThinkAutomation recognises the data input, and performs the right triggered action in response.

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Call recording

Use ThinkAutomation to record and save phone calls

You want to monitor customer calls to ensure that the information your team is providing is consistent and correct. You use the call recording feature to automatically save recorded conversations in an access-controlled folder, for management review.

You can enable ThinkAutomation to record phone calls. From there, it will save the call as an audio file for you to access and analyse.

Better yet, you can use your call audio files for further processing. The URL of your recording can be returned to a ThinkAutomation field or variable, allowing you to include stored phone calls as part of more detailed workflows.

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Call to CRM

Use ThinkAutomation to sync your call records

You want to improve your customer records by ensuring that phone calls are documented. So, you enable recording on customer calls. Then, you set up rules so that the URL of each call recording is automatically added to the right customer account in your CRM.

ThinkAutomation can save telephone conversations into your CRM or database as audio files. This helps you get all your customer details and conversations together in one place.

Rather than manually typing in the context of a customer call against a CRM record, ThinkAutomation will automatically add the actual recording on your behalf.

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Convert text to voice

Use ThinkAutomation to speak text to callers

You have terms and conditions that must be read at the start of a phone call. So, you give ThinkAutomation a text script. It will then read this aloud to the caller before passing them through to an agent, saving you time and effort.

ThinkAutomation can read text aloud as part of your call handling processes. Up to 4096 characters of text can be read in both male and female voices, and in multiple languages.

Even more useful, text can be personalised for each caller with %field% replacements. This is handy for informing customers in scheduled scenarios, such as bookings and deliveries, as well as for triggered call scripts.

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Call reporting

Use ThinkAutomation for statistics on your calls

You have a goal of handling all your inbound calls within a set amount of time. ThinkAutomation records call duration, and parses the statistics into a daily, weekly or monthly spreadsheet for easy reporting and data manipulation.

Factors such as call time, call duration and call status can all be captured alongside audio recordings of your calls. This information can then be stored and processed for further analysis.

You can also use your call data to trigger subsequent actions. This might be an automatic database entry deletion in event of an invalid number, a re-call attempt in event of a busy line, or any number of workflows.

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Call queues

Use ThinkAutomation for custom hold experiences

You want to relay relevant information to customers while they wait on hold. So, use ThinkAutomation to speak a series of time-based messages as wait times progress. This might be sharing email addresses or redirecting to web chat, or it might be an update as to where the caller is in the queue.

Since our software bots run trigger-based workflows which include speaking text, you can create efficient automated hold experiences for your callers.

For example, ThinkAutomation can run appropriate transcripts. It can convey – and collect – information from waiting callers. And it can manage expectations right up until it routes the caller to the right agent.

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Normalise phone numbers

Use ThinkAutomation for number formatting

You want all the telephone numbers listed in your databases to be formatted based on country, for ease of calling. So, you use ThinkAutomation’s country lookup functionality coupled with ‘if’ rules to run an action that automatically normalises phone numbers.

When making international calls, you need the correct country code preceded by the + symbol. So, ThinkAutomation can pre-format your phone numbers based on geolocation.

This helps you keep your customer records correct and consistent, as well as boosting the speed and efficiency of triggered outbound calls.

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Scheduled calls

Use ThinkAutomation to auto-dial

You integrate ThinkAutomation with your calendar, and use your calendar to schedule follow-up calls with customers. ThinkAutomation retrieves these calendar details, and uses them to automatically make the call at the specified time.

ThinkAutomation can make scheduled, automated outbound calls. It functions as an automatic dialler, calling the numbers you need at the times you specify.

When a scheduled call is answered, ThinkAutomation can both play a recorded message and/or connect the call to a live agent. You make the rules, and our software bots follow them.

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Click to call

Use ThinkAutomation behind web forms

You have a help section that typically has poor engagement rates. So, you add a “Click to call” option to provide live support to customers in need of help, using ThinkAutomation to bridge your calls.

ThinkAutomation can power a “Click to call” option on your website. The visitor submits a web form with a phone number, and ThinkAutomation proceeds to initiate the call.

This helps you smoothly connect online customers with customer service representatives, directly from your website.

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Contact list upload

Use ThinkAutomation to populate your call lists

You want to call all new users who have downloaded or trialled your service. You set up ThinkAutomation to automatically pull the contact numbers of new users added at the end of every day, week or month, to populate your contact list.

ThinkAutomation can extract custom call lists. Our software bots integrate with your systems, allowing data to be retrieved from databases, a CRM, spreadsheets and more.

You can create your call lists based on information such as location, account status, company size, or any other available data – for fine-tuned outreach campaigns.

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The workflow builder

ThinkAutomation lets you build your telephony workflows, your way. There are no limits to the number of workflows you can create, or the number of steps you can include. Our workflow builder is built on a foundation of conditions, triggers, and actions. You set the conditions, and our software bots will do the rest.

Condition

First, you define a condition. This will behave as an "if-check" for your trigger.

Trigger

Next, the trigger will fire an action when the relevant event happens. A trigger might be customer hitting a certain key, or the submission of a web form.

Action

An action will then process and complete your first automation step. For example, this is where our software bots might bridge a triggered call.

Get building

Ready to put our software bots to work? Start building your own automation workflows with a free trial of ThinkAutomation.

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