CHATBOTS
Voice IVR FAQ deflection with live Zendesk handoff
Answers inbound caller questions with an ElevenLabs voice agent, logs the full transcript to Postgres.
How it runs
The automated pipeline, trigger to output.
- TriggerElevenLabs voice agent posts call-ended webhookElevenLabs
- LogicCheck resolution flag / human-request intent
- ActionOpen Zendesk ticket with transcript + recordingZendesk
- ActionLog transcript and outcome to PostgresPostgres
- OutputConfirm deflection or escalation back to webhook callerHTTP webhook
What it does
Fronts your support phone line with an ElevenLabs conversational voice agent that handles common FAQs end to end. Every call is transcribed and stored, and any call the agent can't resolve is escalated into Zendesk with full context so an agent picks up where the bot left off.
When to use it
Use it when your phone queue is clogged with repeat questions (hours, order status, password resets) and you want to deflect the easy 60% while guaranteeing a clean handoff for the rest. Good for teams that already run Zendesk and want voice without standing up a full IVR platform.
How it works
- 1ElevenLabs fires a webhook when a call ends, carrying the transcript, intent, and resolution flag.
- 2The flow checks whether the agent marked the call resolved.
- 3Resolved calls are written to Postgres for analytics and closed out.
- 4Unresolved calls (or explicit "talk to a human" requests) create a Zendesk ticket with the transcript and recording URL attached.
- 5The transcript row is logged either way so deflection rate is measurable.
Set it up
What you configure once, before turning it on.
- 1Connect ElevenLabsText-to-speech, voice cloning.
- 2Connect HTTP webhookTrigger any URL on agent actions.
- 3Connect PostgresAny Postgres URL — query, write, migrate.
- 4Connect ZendeskTickets, queues, knowledge base.
- 5Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 6Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 7Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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