Update Airtable CRM with telli Call Event Data and Appointment Status

Description

Receive realtime call-event data from telli

Purpose and Problem Solved

This template automates the process of receiving and acting upon real-time call event data from telli, an AI-powered voice agent platform. It solves the challenge of manually updating CRM records and initiating follow-up actions based on call outcomes. By leveraging webhooks and n8n's powerful workflow capabilities, this template enables businesses to instantly update their Airtable CRM and trigger appropriate follow-up actions, enhancing efficiency and responsiveness in customer interactions.

Prerequisites

An active telli account with API access and webhook capabilities
An Airtable base set up as your CRM
n8n instance (cloud or self-hosted)

Airtable Specifications

Create an Airtable base with the following table and fields:

Table: Contacts
Fields:
Name (Single line text)
Phone (Phone number)
Email (Email)
Appointment_Booked (Checkbox)
Interest (Single select: High, Medium, Low)
Last_Call_Date (Date)
Notes (Long text)

Step-by-Step Setup Instructions

Webhook Configuration in telli:
Log into your telli dashboard
Navigate to the webhook settings
Set the endpoint URL to your n8n Webhook node URL
Select the "call_ended" event to trigger the webhook

n8n Workflow Setup:
Create a new workflow in n8n
Add a Webhook node as the trigger
Configure the Webhook node to receive POST requests

Parse Webhook Data:
Add a Set node to extract relevant information from the webhook payload
Map fields such as call_outcome, appointment_booked, and interest

Decision Logic:
Add a Switch node to create different paths based on the call outcome
Create branches for scenarios like "Appointment Booked", "Interested", and "Not Interested"

Airtable Integration:
Add Airtable nodes for each outcome to update the Contacts table
Configure the nodes to update fields like Appointment_Booked, Interest, and Last_Call_Date

Follow-up Actions:
For "Interested" but not booked outcomes, add an Email node to trigger a follow-up email campaign
For "Appointment Booked", add a node to create a calendar event or task

Testing and Activation:
Use the n8n testing feature to simulate webhook calls and verify each path
Once satisfied, activate the workflow

Example Workflow

Webhook receives a "call_ended" event from telli
Set node extracts call_outcome: appointment_booked = true, interest = true
Switch node directs to the "Appointment Booked" path
Airtable node updates the contact record:
Set Appointment_Booked to true
Set Interest to "High"
Update Last_Call_Date
Calendar node creates an appointment for the booked slot

Example Payload

Below is an example of the payload you might receive from telli when a call ends:
{
"event": "call_ended",
"call": {
"call_id": "b4a05730-2abc-4eb0-8066-2e4d23b53ba9",
"attempt": 1,
"from_number": "+17755719467",
"to_number": "+16506794960",
"external_contact_id": "external-123",
"contact_id": "6bd1e7e0-6d00-4c0b-ad5b-daa72457a27d",
"agent_id": "d8931604-92ad-45cf-9071-d9cd2afbad0c",
"triggered_at": 1731956924302,
"started_at": 1731956932264,
"booked_slot_for": "2025-02-24T15:30:00Z",
"ended_at": 1731957002078,
"call_length_min": 2,
"call_status": "COMPLETED",
"transcript": "Agent: Hello...",
"transcriptObject": [
{
"role": "agent",
"content": "Hello..."
}
],
"call_analysis": {
"summary": {
"value": true,
"details": "A call between an agent and a customer talking about buying an ice cream machine"
},
"appointment": {
"value": true,
"details": "2025-02-18T15:30:00Z"
},
"interest": {
"value": true,
"details": "The customer is interested in buying an ice cream machine"
}
}
}
}

In this example, you can see that the call resulted in a booked appointment and showed customer interest. Your n8n workflow would process this data, updating the Airtable CRM and triggering any necessary follow-up actions.

By implementing this template, businesses can automate their post-call processes, ensuring timely follow-ups and accurate CRM updates. This real-time integration between telli's AI voice agents and your Airtable CRM streamlines operations, improves customer engagement, and increases the efficiency of your sales and support teams.