Telephony

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.