CUSTOMER SUPPORT
Voicemail-to-Callback Triage Queue
Transcribes inbound support voicemails, scores each one for urgency and intent, and writes a prioritized callback task into Airtable with a one-line summary and suggested talking…
How it runs
The automated pipeline, trigger to output.
- TriggerNew voicemail recording receivedHTTP webhook
- ActionTranscribe audio to textElevenLabs
- ActionSummarize, classify intent, score urgencyOpenAI
- LogicRoute by urgency score (high vs standard)
- OutputCreate prioritized callback taskAirtable
What it does
Turns raw voicemail audio into a ranked callback queue. Each voicemail is transcribed, summarized, classified by urgency and topic, then logged as a structured Airtable record an agent can work top-down.
When to use it
Use this when your support line collects voicemails after hours or during overflow, and you want agents to start each shift with a clean, prioritized list instead of replaying audio one message at a time.
How it works
- 1A new voicemail recording arrives via webhook (URL plus caller metadata).
- 2ElevenLabs transcribes the audio to text.
- 3OpenAI summarizes the transcript into one sentence, extracts caller intent, and assigns an urgency score from 1 to 5.
- 4A logic step routes scores of 4 to 5 into a high-priority bucket and the rest into standard.
- 5The result is written to Airtable as a callback task with caller number, summary, urgency, topic, and suggested talking points, sorted so agents see the most urgent calls first.
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 AirtableBases, tables, views, automations.
- 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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