Thoughtly Office Hours - April 14, 2025


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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.