Thoughtly Office Hours - February 17, 2025

Join us weekly for Office Hours to discuss all things Thoughtly. RSVP here to be notified about upcoming sessions.

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Calendarly and GHL Integration [00:02:00]

• Discussion on the new persistent calendar invite link to simplify regular attendance without rebooking.
• Addressed the reactivation of the Calendarly integration and suggestions to work with question prompts.
• Noted the progress towards integrating Google High Level (GHL) with Thoughtly version 1.5, focusing on creating nodes to manage scheduling and its associated actions.

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Handling Delays on Call Connections [00:06:00]

• Desmond and Tony raised concerns about call agents starting to talk immediately upon connection, often before the recipient has their phone up to their ear.
• Torrey shared the issue’s connection to outbound call interface detection and the latency of language models.
• Proposed adding a delay feature to facilitate proper call pick-up and interaction, with potential plans to improve answering machine detection using alternative technologies like Telnix.

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Version 1.5 Improvements and Challenges [00:10:00]

• Tony K highlighted challenges with the Thoughtly 1.5 builder regarding conversation flow rigidity compared to the fluidity of 1.0.
• The 1.5 builder is perceived as too linear, leading to less dynamic conversations similar to early IVR systems.
• Torrey explained the purpose of V1.5 as a solution for compliance-driven enterprise clients needing predictable call scripts.
• Announced upcoming V2 builder, combining fluidity and strict actions, resolved many of V1.5’s limitations.

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Industry Use Cases: Car Dealerships [00:18:00]

• Tony Q inquired about experiences using Thoughtly with car dealerships, expressing interest in transforming BDC operations.
• Explained the common agency structure and the pricing model for agency fulfillment while participating in Thoughtly’s partner network to amplify business opportunities.
• Direction given for connecting with existing partners like Will to assist with implementation.

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Creating Contacts and Texting Workflows [00:24:00]

• Shane asked about generating contacts during a call and the differentiation between call and text workflows in the new V1.5.
• Advised against creating contacts during calls due to processing time, suggesting post-call automation for tasks not immediately essential.
• Concerning text workflows, suggested building separate agents better suited for text-based interactions to avoid confusion in mixed media interactions with the same agent.

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Implementing Memory in Conversations [00:44:00]

• Steven explored maintaining conversation context across multiple calls, asking about variable use for conversation continuity.
• Tony K and Torrey proposed utilizing API and metadata to store and reference conversation history.
• Emphasized customizing memory prompts in workflows to better retain essential information and enhance AI responses during follow-up interactions.

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User Feedback on Version 1.5 Outcomes [00:53:00]

• Savvy Matthew provided feedback on the V1.5’s handling of outcomes, preferring previous simplicity for quick phrase matching.
• Carlos assured that usability issues are acknowledged and solutions are forthcoming, as addressed in the upcoming V2 design.
• Hover-based solutions were discussed to improve outcome displays, with input requested from the broader community.

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Promoting and Enhancing the Partner Program [00:56:00]

• Matthew discussed implementing Thoughtly with 3CX for small businesses and the potential for enriching the Partner Program.
• Torrey highlighted the Partner Program’s value in providing agencies with fulfillment contracts, emphasizing collaboration within the community.
• Encouraged experienced users to join and support the network, offering support through Thoughtly’s Slack group.

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Caller ID and Number Management [01:05:00]

• Tony K queried methods to enable single number utilization across multiple agents, focusing on outbound call ID functionality.
• Discussion emphasized potential verification methods and system limitations on assigning numbers across several agents.
• Explored practical solutions like temporary agent creation, verification, and thematic feedback on improvement.

These are the detailed discussion points from the Thoughtly weekly office hours. Each topic includes timestamps to facilitate locating the specific section within the recording.