AI Receptionist context as a CRM variable

[rlg]

Hi,

Let's assume an AI Receptionist.
It discusses with the caller, and transfers the call to a queue, ringing agents with the call context (John Doe is looking for a new car, request is urgent).

My goal is to retrieve this context to insert it into a CRM, especially when call has finally been missed.
I was then thinking about a CRM integration, but then, is the call context available as a variable in the CRM templates ?

Do I perhaps need to record the whole call and to transcribe it, then using the [Transcription] and [Summary] variables (seems like a heavy / resource consuming workaround) ?

Any other solution I would have missed ?

Thank you very much !

 

[Evolute IT]

Hi,

Let's assume an AI Receptionist.
It discusses with the caller, and transfers the call to a queue, ringing agents with the call context (John Doe is looking for a new car, request is urgent).

My goal is to retrieve this context to insert it into a CRM, especially when call has finally been missed.
I was then thinking about a CRM integration, but then, is the call context available as a variable in the CRM templates ?

Do I perhaps need to record the whole call and to transcribe it, then using the [Transcription] and [Summary] variables (seems like a heavy / resource consuming workaround) ?

Any other solution I would have missed ?

Thank you very much !

For now, the [Transcription] and [Summary] with the call recording is the best way.

I'm guessing the screening data will eventually come to the templates in due time.

 

[rlg]

Thank you @Evolute IT for your reply.
Hope then the [Screening] variable will be part of v20u10

 

[rlg]

@nikolascx sorry to bother you directly with this, but do you know if this could be added to u10 ?
Thank you very much !

Edit : found the already posted idea here.