Thoughtly Office Hours - March 31, 2025

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White Label Sneak Peek [00:15:00]

• During the meeting, a sneak peek of the much-anticipated white-label feature was provided. Although not yet launched, attendees were encouraged to provide feedback.
• White label involves branding customization, enabling you to add your organization or client’s logo to Thoughtly.
• Discussions revolved around allowing custom domain names via CNAME entries to prevent end-user discovery of Thoughtly’s backend costs and functions.
• It was noted that billing and minute tracking will be handled at the organization level, not visible to end-users within individual workspaces.

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MCP Alternatives Discussion [00:15:00]

• The potential of enabling MCP as an alternative to restful APIs was discussed.
• Discussions highlighted the immense potential and simplicity of MCP (Message Control Protocol), with participants expressing eagerness to see integrations.
• Concerns and excitement were expressed regarding MCP’s ability to streamline and simplify complex workflows traditionally handled through multiple tools.

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Call Automation and Record Time [00:20:00]

• Participants raised queries about call recording storage duration and automation trigger capabilities within Thoughtly.
• It was clarified that recordings are stored indefinitely but a feature to manage records is in the pipeline.
• The discussion included a reported issue with call automation triggers not activating when a call goes unanswered.
• Plans to develop feature requests for unanswered call detection and automation were shared.

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Disable Interruption Troubles & V1.8 Feedback [00:30:00]

• A frustrating user experience was shared regarding the “disable interruption” feature where queued responses cause interruptions post-call.
• Steps to rectify the experience were discussed with promises of forward the feedback to improve future iterations.
• Version 1.8 was scrutinized, with its features compared unfavorably to 1.0 due to issues with sound quality.
• Assurance was given that ongoing improvements in node transitions and interactions are underway.

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White Label Organization and Client Management [00:35:00]

• Clear distinctions were emphasized between organization and workspace settings in white-label configurations.
• The organization level handles billing, integration, and client organization. Workspaces focus on client settings and allocations.
• Future enhancements include custom roles and templates for tailored user management and clearer interface layouts.
• Customized branding is highlighted, including the importance of clear client workspaces differentiated by branding and logos.

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Integration & Custom API Requests [01:35:00]

• Several integration requests were mentioned, including the potential to use favorite integrations instead of just embedding from known platforms like Google.
• Users requested a more robust API integration framework with endpoints allowing custom dashboards, reporting, and CRM connectors.
• Email handling via custom SMTP settings was suggested to enhance post-call email processes, with future support for automation and personalized client-domain support.

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SIP Integration and Partner Plans [01:40:00]

• SIP integration was addressed, with aspirations to allow users to bring their own carriers like Telix or Twilio to manage billing externally.
• The conversation drifted into future plans of integrating 3CX system calls, highlighting the need for seamless SIP trunking to manage costs and efficiency.
• Thoughtly’s white label solution is intended to evolve through an agency partner program, with incentives for partners who onboard multiple clients.

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Competitive Landscape and Product Suggestions [02:10:00]

• Discussions surfaced around competitive platforms like Retail.ai and its feature parity with Thoughtly.
• Features like global nodes, API architecture, and voice model capabilities with lower latency were noted as points of differentiation.
• Suggestions were made for incorporating ideas and structures seen in competitor platforms like Retail AI to enhance Thoughtly’s offerings.
• Attendees expressed a preference for community-driven input to refine the product in line with both competitive pressures and user needs.