CHATBOTS
Voice Hotline to Salesforce Case Routing
Accepts a recorded voicemail via webhook, transcribes it, matches the caller to a Salesforce account.
How it runs
The automated pipeline, trigger to output.
- TriggerInbound voicemail webhook with audio URLHTTP webhook
- ActionTranscribe recording to textElevenLabs
- ActionSummarize and extract subject/categoryOpenAI
- ActionMatch caller to Salesforce accountSalesforce
- LogicOpen case already exists for account?
- OutputCreate new case or append to open caseSalesforce
What it does
A field hotline records voicemails that arrive as a webhook with an audio URL. The workflow transcribes the message, identifies the caller's account in Salesforce by phone or spoken name, and either opens a new case or appends to an existing open one — turning ad-hoc voice calls into governed, assignable cases.
When to use it
Use this when field technicians, drivers, or remote agents call in reports and you need them captured as Salesforce cases with proper account linkage instead of lost voicemails. Good for service dispatch and warranty intake.
How it works
- 1An inbound webhook delivers the voicemail recording and caller metadata.
- 2ElevenLabs transcribes the recording to text.
- 3OpenAI summarizes the request and extracts the subject and category.
- 4A lookup matches the caller to a Salesforce account by phone number or named entity.
- 5A branch checks for an existing open case on that account.
- 6Salesforce creates a new case or appends a comment to the open one, then assigns the owning queue.
Set it up
What you configure once, before turning it on.
- 1Connect HTTP webhookTrigger any URL on agent actions.
- 2Connect ElevenLabsText-to-speech, voice cloning.
- 3Connect OpenAIModels, embeddings, files.
- 4Connect SalesforceAccounts, opportunities, cases.
- 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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