Incoming Call Node

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Overview

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Use Cases

• Post-Call Processing: Automatically send follow-up emails or SMS after calls
• CRM Integration: Update customer records with call details
• Ticket Creation: Generate support tickets based on call content
• Analytics: Track and analyze inbound call patterns
• Lead Qualification: Score and route leads based on call outcomes
• Callback Scheduling: Schedule follow-up calls for unresolved issues
• Notification Systems: Alert teams about important customer calls

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How It Works

1. Customer calls your voice agent’s phone number
2. Voice agent handles the conversation
3. When call ends, Incoming Call Node is triggered
4. Call details and transcript are passed to subsequent workflow blocks
5. Automated actions are executed based on your workflow configuration

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Outputs

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Bot_Number

• Phone number on which the customer called the voice agent
• The inbound line or SIP address
• Format: +[country code][number]

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Use_Case

• The voice agent that handled the call
• References the agent configured in your account
• Useful for routing different call types

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Call_Time

• Timestamp of when the call occurred
• Format: ISO 8601 date format YYYY-MM-DDTHH:MM:SSZ
• Includes timezone information

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Call_Status

• Final status of the call
• Possible values:
  • connected: Call was successfully connected and completed
  • couldn't connect: Call failed to connect

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Call_Duration

• Duration of the call in seconds
• Excludes ring time and connection delays
• 0 for failed connections

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Call_Direction

• Direction of the call
• Always inbound for this node
• Distinguishes from outbound calls

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Customer_Number

• Customer’s phone number who made the call
• Format: +[country code][number]
• Can be used for callback or identification

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Customer_Details

• Customer information in JSON format
• May include: name, email, account ID, etc.
• Populated from your CRM or previous interactions

{
  "name": "John Doe",
  "email": "[email protected]",
  "account_id": "ACC-12345",
  "customer_type": "premium"
}

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Transcript

• Complete transcript of the call conversation
• Includes speaker tags (Assistant vs Customer)
• Formatted text with timestamps

Assistant: Hello! Thank you for calling. How can I help you today?
Customer: Hi, I need help with my recent order.
Assistant: I'd be happy to help. Can you provide your order number?
Customer: Yes, it's ORD-12345.
...

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Workflow Examples

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Example 1: Post-Call Email Follow-up

1. Incoming Call Node (trigger)
2. AI Query Agent Node (analyze call and generate email)
3. Send Email Node (send follow-up to customer)

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Example 2: CRM Update

1. Incoming Call Node (trigger)
2. Smart Filter Node (check if call was successful)
3. Webhook Node (update CRM with call details)

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Example 3: Callback Scheduling

1. Incoming Call Node (trigger)
2. AI Query Agent Node (determine if callback needed)
3. Schedule Callback Node (schedule follow-up call)

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Example 4: Support Ticket Creation

1. Incoming Call Node (trigger)
2. AI Query Agent Node (extract issue details)
3. Webhook Node (create ticket in support system)
4. Send Email Node (notify customer of ticket number)

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Example 5: Lead Scoring

1. Incoming Call Node (trigger)
2. AI Query Agent Node (analyze conversation for buying signals)
3. Smart Filter Node (filter high-quality leads)
4. Webhook Node (send qualified leads to sales team)

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Configuration

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Setting Up Inbound Telephony

1. Configured Inbound Trunk: Set up SIP trunk in Telephony Integration
2. Mapped Voice Agent: Associate your agent with the inbound number
3. Tested Connection: Make a test call to verify setup

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Adding to Workflow

1. Create or edit a workflow
2. Add the Incoming Call Node as the first block
3. Connect subsequent blocks to process call data
4. Save and activate the workflow

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Processing Call Data

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Using Transcript Data

• Sentiment Analysis: Determine customer satisfaction
• Intent Detection: Identify customer needs
• Information Extraction: Pull out order IDs, dates, etc.
• Quality Assurance: Review agent performance
• Training Data: Improve agent responses

Query: Analyze the call transcript and extract:
1. Customer's main issue
2. Whether issue was resolved
3. Customer sentiment (positive/negative/neutral)
4. Any follow-up actions needed

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Using Call Metadata

• Performance Metrics: Track average call duration
• Availability Analysis: Identify peak call times
• Success Rate: Monitor connection success
• Reporting: Generate call volume reports

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Best Practices

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Workflow Design

• Keep It Simple: Start with basic workflows and add complexity gradually
• Error Handling: Include fallback actions for failed steps
• Testing: Test workflows with sample calls before going live
• Monitoring: Regularly review workflow execution logs

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Data Processing

• Validate Data: Check that required fields are present
• Handle Failures: Account for calls that couldn’t connect
• Privacy: Respect customer data privacy regulations
• Retention: Set appropriate data retention policies

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Performance

• Async Processing: Use webhooks for long-running tasks
• Batch Operations: Group similar actions when possible
• Timeout Handling: Set appropriate timeouts for external calls
• Rate Limiting: Respect API rate limits for integrations

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Integration

• Idempotency: Ensure actions can be safely retried
• Authentication: Secure all external API calls
• Error Logging: Log errors for troubleshooting
• Monitoring: Set up alerts for workflow failures

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Monitoring and Analytics

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Track Workflow Performance

• Execution Count: How many times workflow triggered
• Success Rate: Percentage of successful executions
• Average Duration: Time to complete workflow
• Error Rate: Failed workflow executions

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Call Analytics

• Call Volume: Calls per hour/day/week
• Peak Times: When most calls occur
• Average Duration: Typical call length
• Connection Rate: Successful vs failed calls

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Business Insights

• Common Issues: Frequently discussed topics
• Customer Sentiment: Overall satisfaction trends
• Agent Performance: Call handling effectiveness
• Conversion Rates: Leads to customers ratio

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Troubleshooting

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Workflow Not Triggering

• Inbound trunk not configured correctly
• Agent not mapped to phone number
• Workflow not activated

• Verify telephony integration setup
• Check agent mapping in Integrations section
• Ensure workflow is saved and activated

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Missing Call Data

• Call disconnected before completion
• Transcript processing delay
• Network issues

• Check call status in Call History
• Wait a few minutes for transcript processing
• Review system status page

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Workflow Execution Errors

• Invalid configuration in subsequent blocks
• External API failures
• Timeout issues

• Review workflow execution logs
• Test each block individually
• Check external service status

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Next Steps