Thoughtly Office Hours - April 14, 2025

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Managing Inbound Call Responses [00:02:00]

• Discussion about managing callbacks from campaigns, including controlling the volume of responses by batch processing leads in smaller groups.
• Recommendations were made to transfer calls to agents or self-manage them, and the importance of crowd control if many leads are engaged simultaneously was emphasized.
• The conversation highlighted the issue of handling callbacks, especially when a campaign involves thousands of contacts.

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AI and Automation Strategy [00:05:00]

• Strategies to build screening automation were discussed, which can handle massive volumes of calls and filter them effectively.
• Insights were shared on optimizing conversations using AI to manage second-layer meetings and callbacks.
• The need for a system to handle large volumes of conversational data and automate the response process was recognized.

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Agent Configuration and Debugging [00:10:00]

• A discussion on configuring agents in Thoughtly V1.8 versus V1, focusing on structuring chatbot speech using specific syntax.
• An in-depth look at debugging agents, with examples of troubleshooting webhook response handling and enhancing debugging features within the platform.
• Addressed the complexities related to determining call flow and managing node responses.

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Variables and Conditional Logic [00:20:00]

• Introduced concepts of integrating conditional logic within conversations, allowing for dynamic conversational flow based on system variables.
• Current workarounds for lacking specific conditional features were suggested, anticipating future enhancements to system variables and logic paths.
• Shared strategies for using custom prompts to generate more natural language responses dynamically.

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Thoughtly Builder Enhancements [00:25:00]

• Discussed enhancements in V1.8 such as noise sensitivity and verbatim settings, making agents more adaptable and capable.
• Introduced improvements in mid-call functionalities and enhanced accuracy in navigation using new architecture approaches.
• Emphasized the forward-looking release of V2, promising further robustness in handling complex conversational logic.

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Automation Use Case Showcase [00:35:00]

• Showcased a hotel reservation system using automations to handle significant data processing and response generation through custom prompts and webhooks.
• Presented how automation could integrate seamlessly with external booking systems, thereby eliminating additional service costs.
• Detailed a sophisticated scenario of managing call sequences and timing by leveraging Thoughtly’s automation features.

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Industry Discussion Around Third-party Tools and Competitors [00:40:00]

• A lively discussion evolved around third-party automation tools and their comparisons, like Make.com versus alternative platforms like n8n, focusing on cost-effectiveness and extensibility.
• Concerns about industrial-scale deployments were shared, and suggestions for managing various third-party integrations coming into the market were considered.
• Potential new competitors were debated, with mentions of exploratory interest in growing the platform’s functionalities to rival these competitors.

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Handling Overwhelming Call Volumes [00:50:00]

• Strategies for parsing data and managing callback flows in high-volume outreach campaigns were discussed.
• Participants provided insights on how automation could help in appropriately distributing leads based on geographical call routing and area code identification.
• The frustration of managing large call data and retrieving meaningful insights from it using advanced automation tools was a major focus.

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Closing Thoughts and Workflow Refinements [01:00:00]

• A brief walkthrough of setting up inbound automations, addressing disconnected configurations, and routing based on incoming call metadata.
• Identifying gaps in current inbound systems and solutions to optimize workflows to handle geographic-specific communication.
• Reinforced the significance of engaging partners or specialized teams to support sophisticated automation workflows and unmet needs.

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Current Challenges and Roadmap Insights [01:10:00]

• Participants discussed challenges with existing AI and automation tools, sharing shared learnings to encourage collective problem-solving.
• Roadmap insights were provided about upcoming rolling credits adjustments, promising to align better with client usage and operational flexibility.
• Advocacy for community involvement in the platform’s evolution was apparent, with Thoughtly actively seeking user feedback.