Changelog

What’s new so far?

We’ve already made some exciting updates to Thoughtly this December. Here’s a quick overview of what’s new so far:

• Webhook Triggers: Trigger workflows based on events like new leads, inbound calls, or completed calls.
• New Google Sheets Actions: Append a row to a Google Sheet via Automations.
• SMS Actions: Send SMS messages via Automations.
• Smartsheet Integration: Connect Thoughtly to Smartsheet for seamless data management.
• New Acuity Actions: Added new actions for the Acuity Scheduling integration.
• Multi-Region Services: Thoughtly’s services are now intercontinental 🚀
  • In addition to our main data center in Virginia, we now have data centers in Oregon, Belgium, and Taiwan to support our growing global customer base. The web platform will automatically route you to the nearest data center and should provide a much faster experience for users outside of the U.S.
  • Note that our telecom services are still being routed through our Virginia data center, but we’re working on global deployments as soon as possible to improve call quality and latency for international calls.

Automations 🔁

We’re thrilled to announce the launch of Automations, a game-changing feature that empowers you to create dynamic workflows for your Voice Agents. Connect your Voice Agents to the tools you love, automate tasks, and streamline your operations like never before.

What Are Automations?

Automations are customizable workflows that allow you to trigger actions before, during, and after calls. Whether it’s updating your CRM, scheduling follow-ups, or connecting Voice Agents to real-time data, Automations let you streamline operations like never before.

Key Features:

• Triggers: Initiate workflows based on events like new leads, inbound calls, or completed calls.
• Actions: Perform tasks like making calls, sending SMS, updating records, or fetching real-time data.
• Integration Support: Seamlessly connect to tools like Salesforce, Typeform, HubSpot, and Google Sheets.
• AI-Generated Variables: Dynamically extract and use data from call transcripts to enrich workflows.
• Conditionals: Add branching logic with filters, switches, and if/else statements for complex workflows.

Real-World Use Cases:

• Call Leads Instantly: Trigger a call to new leads added to your CRM and update the CRM with the call outcome.
• Automated Data Retrieval: Fetch real-time stock prices or customer history before connecting a call.
• Scheduled Outreach: Set recurring workflows to check in with customers or send appointment reminders.
• Dynamic Call Flows: Adapt conversations in real-time using AI-extracted keywords and context.

Learn more and get started with Automations on the Automations Docs Page 📖

🔌 New Integrations

Thoughtly now integrates natively with dozens of popular tools. This November, you can now connect your Voice Agents to:

• HubSpot: Automate tasks, update records, and trigger workflows in HubSpot.
• PipeDrive: Create, update, and delete objects in PipeDrive.
• Acuity Scheduling: Automate appointment booking, rescheduling, and cancellations.
• Keap: Create, update, and delete objects in Keap.
• Mindbody: Automate appointment booking, rescheduling, and cancellations in Mindbody.
• Salesforce: Execute SOQL queries, create, update, and delete objects in Salesforce.
• Trello: Create, update, and delete cards in Trello.
• Zendesk: Create, update, and delete tickets in Zendesk.
• Google Sheets: Create, update, and delete rows in Google Sheets.

New & Improved

• You can now provide an extension number when transferring calls.
• Added in new languages for Voice Agents.
• You can now acquire phone numbers in more regions without contacting support by creating a regulatory bundle for that region.

The Thoughtly Voice Library 🗣️

Add a unique personality to your Voice Agents by browsing thousands of professional pre-made voices from our voice partners like ElevenLabs.

Filter a diverse range of voices by language, gender, and style to find the perfect match for your brand. Listen to voice previews before selection and save your favorites for quick access in the Agent Builder.

Learn more on the Voice Library docs page.

Credits & Lower Pricing! 🎉

Instead of having to pay for phone numbers, minutes, and upcoming usage-based features separately, credits makes it easy with one, straightforward virtual currency. Enjoy our lower, simplified pricing.

Learn more on the Billing docs page 📖

New & Improved

• Calls that go to voicemail without voicemail drops enabled will no longer incur charges.
• Credit usage is now accurately billed, eliminating rounding up to 10 credits for calls under one minute.
• Verified business accounts can now make international calls.
• Agent tools now support query strings for Calendly URLs, such as for the purpose of UTM tracking.

Conversational SMS 💬

This update brings powerful new capabilities to enhance how you interact with your customers via text, even during active phone calls.

You can now initiate and continue full AI-powered Thoughtly conversations over SMS, just like you would during a call. This allows for seamless, real-time text interactions with your customers, powered by the same advanced AI that runs your voice conversations.

To use these new SMS features, ensure your business is verified. Once approved, you can start leveraging this powerful tool immediately.

Learn more on the Conversational SMS docs page.

Caller ID Masking for Outbound Calls

This feature allows you to ensure that your outbound calls appear to come from a specific phone number of your choice, providing a consistent and professional experience for your customers.

With Caller ID masking, you can mask your outbound phone calls to display a specific phone number that you’ve added and verified on the platform. This is useful for businesses that want all calls to appear as if they are coming from a central or recognized number that is not owned by Thoughtly itself.

Setup

To enable Caller ID masking, navigate to the “Phone Numbers” section on the left-hand side of the platform, then select “Caller ID” in the top right corner. Enter the phone number you want to use, and click “Enable.”

After entering your phone number, you’ll receive a validation call. Simply enter the six-digit validation code to confirm ownership, and you’re all set!

Use Cases

• BYON (Bring Your Own Number): Use your existing phone number for outbound calls, then forward inbound calls to your Thoughtly agent.
• Consistent Branding: Ensure that all customer interactions, whether by phone or text, reflect your brand’s central contact number.
• Improved Customer Trust: Calls appearing from a recognized number are more likely to be answered, leading to better engagement and fewer missed connections.

Learn more on the Caller ID docs page.

Rules & Training 🥇

This update allows you to fine-tune and customize the behavior of your AI agents with unprecedented precision, ensuring they respond exactly the way you want in any given scenario.

You can now train your AI agents directly through an intuitive interface. Simply interact with your agent, and if a response doesn’t meet your expectations, you can modify it instantly. This allows for a more natural and efficient training process.

Each rule you create is tied to a specific node in the conversation flow. This means you can manage, edit, or add new rules to individual parts of the conversation, giving you granular control over how your agent interacts with callers.

Learn more on the Rules & Training docs page.