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Creating Workflows in Phonely: A Step-by-Step Guide 📞✨

Welcome! In this tutorial, we'll walk you through creating complex workflows in Phonely's dashboard. These workflows can automate tasks such as filling out forms, asking questions, and transferring calls.

 The Workflows tab is only available for professional, business, or enterprise plans. Ensure your plan is upgraded to one of these levels to access this feature.

 Workflows operate like a call form flow structure.  

They use natural language to gather information and return it as structured data.   

📧 For example, if you ask for an email address, Phonely will format it as such, making it available for webhooks or integrations like Zapier.

 workflows. For this tutorial, we will focus on 

 to begin setting conditions for the workflow. 

Set conditions under which the flow should execute.   

Phonely will have normal conversations with customers but will activate the workflow upon meeting the start flow condition.

You can isolate workflows to specific features, ensuring the AI agent focuses on the task at hand.   

If needed, enable access to the knowledge base or agent design page for the AI to use that information.

Define the days and times the workflow should be available.    

Outside of these hours, different workflows can be executed.

 button and selecting a question type.   

Provide recommended answers if applicable.  

You can require a selection to proceed. For example, Phonely will not move forward unless the user answers the question.

Format responses as text, number, date, email, phone number, URL, etc.   

Use the repeat answer feature for critical information like email addresses or phone numbers.

Add any additional instructions or rules for the AI agent regarding each question.

Set tags for call outcomes to track performance in the analytics section.

Configure the workflow to send SMS messages with content like links to forms.   

Example: Send a text message with an onboarding flow to new customers.

Transfer calls between different workflows.   

This can be useful for managing complex scenarios or handling multilingual calls.

Phonely offers a wide range of features for creating dynamic and effective workflows. Explore integrations with Google Calendar, SMS, and custom APIs to further enhance your setup.

Thank you for following this tutorial. We look forward to seeing the innovative workflows you create with Phonely!

Building a call flow

This guide will walk you through the Start Flow block in Phonely, detailing how it functions and how you can customize it to enhance your AI receptionist’s performance. The Start Flow block is crucial as it determines when specific workflows are triggered based on customer interactions.

: Once on the agent page, click on the “Workflows” tab to access the Start Flow block.

The Start Flow block allows Phonely to initiate specific workflows when certain conditions are met during a conversation. This ensures that Phonely can seamlessly manage tasks like scheduling appointments without interrupting the natural flow of a conversation.

 You can define specific phrases or intents that will trigger a workflow. For example, if a customer wants to “schedule an appointment,” Phonely can be programmed to recognize this intent through semantic matching, even if the exact phrase isn’t used.

 You might set a condition as “when someone wants to schedule an appointment,” which tells Phonely to trigger the appropriate scheduling flow.

 The Start Flow block allows you to control what additional information (like documents or websites) Phonely can access during a workflow.

 If you want Phonely to have access to specific documents to answer off-script questions, keep these enabled. Conversely, if you want Phonely to focus solely on the task at hand, you can disable these options.

 If Phonely’s default behavior isn’t performing as desired in a particular flow, you can input additional instructions. These instructions apply to the entire workflow, helping Phonely optimize its performance according to your specific requirements.

 You can instruct Phonely to address users by their name more often or change the way it responds to certain prompts.

 A default flow is a baseline workflow that runs every time Phonely answers a call. This is useful for tasks like collecting the caller’s name, phone number, and email address before proceeding with other actions.

 While it’s optional, allowing Phonely to access documents can be beneficial for answering unexpected questions during a call.

 Be specific with the additional information you provide to ensure Phonely’s behavior aligns with your expectations.

 If your operations require certain information at the start of every call, setting a default flow ensures consistency and efficiency.

The Start Flow block is a powerful tool for customizing how Phonely interacts with your customers. By understanding and utilizing the features outlined in this guide, you can fine-tune your AI receptionist to better meet the needs of your business.

Stay tuned for additional tutorials on other blocks to further enhance your Phonely setup.

Start Flow Block

In this tutorial, we’ll guide you through the Question Block in Phonely and demonstrate how you can link questions together to create powerful and automated workflows. These workflows can answer any type of question and fill in specific information, making your AI receptionist more efficient and human-like.

The Question Block is an essential component in creating workflows within Phonely. It allows you to ask specific questions to users, with a focus on creating a more human-like interaction. Unlike traditional IVR systems, Phonely can adjust the conversation style to ensure a natural flow, even if the input isn’t perfect.

: Personalize the conversation by incorporating the user’s first name and other details.

: Phonely can automatically improve the style of the conversation to make it more human-like, rather than robotic.

: Start by navigating to the Phonely agent page 

: Scroll down to create a new question by clicking the plus sign and selecting the question block.

: Once the question block is added, the sidebar will pop up where you can input the information. For instance, you could ask, “Can I get your full name, please?”

: If the question requires a specific answer type, you can create flow branches. If not, Phonely will understand the context and proceed accordingly.

: You can set up Phonely to repeat the customer’s name, ensuring accuracy by asking the caller to confirm the information.

: Provide extra guidance for Phonely, such as ensuring it captures both first and last names.

: These tags help track where users drop off in the workflow, providing insights into potential issues.

: If a caller drops off after the “name question,” this will be tagged and visible in your analytics dashboard.

Branching Workflows and Linking Questions

Branching workflows are useful when handling tasks like scheduling appointments. For example, you can set up different branches for:

: Allowing appointment scheduling via text.

: Transferring the call to a live person for scheduling.

Phonely can recognize semantically similar responses and perform the corresponding task, just like a human would.

Phonely allows you to store answers as specific data types, such as phone numbers, emails, or dates. This makes it easy to retrieve and use this information later, whether for scheduling or other purposes.

: When asking for a phone number, select the “phone” answer type. Phonely will store this as a phone number and use it in subsequent interactions, like sending SMS confirmations.

Phonely stores question-answer pairs as variables that can be used in API requests. This feature is particularly powerful for tasks like appointment scheduling, where the information gathered from users can be automatically processed.

: After collecting a phone number, Phonely can send an SMS with the link to schedule an appointment.

The Question Block in Phonely is a versatile tool that can be used to create simple or complex workflows, allowing for a more human-like interaction with users. By leveraging features like branching workflows, data type selection, and API integration, you can optimize how Phonely handles conversations.

For more tutorials and help with Phonely, visit our 

Creating Question Blocks in Phonely Workflows

Question Block

The multi-ask function in Phonely allows you to efficiently gather multiple pieces of information from a customer in a natural, conversational manner. This tutorial will guide you through using this feature in your workflows.

 to learn more about Phonely's capabilities.

Navigate to the Agent Design page and select the Workflows tab.

In your workflow, click the '+' button to add a new block.

Select the "Multi-Ask" option from the available blocks.

1. For each piece of information you need, add a question:  

Name: Give a descriptive name (e.g., "name", "phone", "email")   

Type: Select the appropriate data type (e.g., text, phone, email)   

Question: Briefly describe what Phonely should ask or obtain

   Question 1:
   Name: name
   Type: text
   Question: Get customer name

   Question 2:
   Name: phone
   Type: phone
   Question: Get customer phone

   Question 3:
   Name: email
   Type: email
   Question: Get customer email

After the multi-ask block, you can use the gathered information in subsequent blocks by selecting the appropriate multi-ask response when configuring actions or conditions.

Allows Phonely to guide the conversation naturally

Reduces the need for manual question crafting and linking

Ideal for collecting multiple pieces of information without complex branching

For more detailed information and support, visit the Phonely Help Desk at 

By using the multi-ask function, you can create more efficient and natural-sounding workflows in Phonely, improving both the agent creation process and the customer experience.

Letting Phonely ask multiple questions in seconds

Creating Multi-Ask Blocks in Phonely's Flow Builder

Multi-Ask Block

Using the End Flow and End Call Blocks in a Flow

The end flow and end call block can be used to terminate a Phonely flow, this quick tutorial goes through how you can use them to build optimal flows for your AI agent.

The End Flow when you want Phonely to exit the current conversation flow but remain available for further interaction.

Add the End Flow block at the end of your workflow.

Set an end flow message (e.g., "Is there anything else I can help you with?").

Tag the outcome for analytics (e.g., "Scheduled successfully").

Allows Phonely to return to the main agent for additional questions.

Useful for completing a specific task while keeping the conversation open.

1. Add the End Call block where you want the call to end definitively.

Automatically hangs up the call after reaching this block.

Use when no further interaction is needed or desired.

1. Don't place any actions after the End Flow or End Call blocks within the same flow.

2. Avoid using End Call block after transfer actions, as the call will have already left Phonely's platform.

3. Post-call actions can be configured separately for tasks after the call ends.

End Flow: After scheduling an appointment, to allow for additional questions.

End Call: When the user is unqualified or the conversation is definitively complete.

Both blocks allow you to tag outcomes, providing valuable data for your call history and dashboard analytics.

How to use the end flow or end call block to terminate a flow

How to terminate a workflow with an end call or end flow block

End Flow & End Call

The Transfer Workflow block allows Phonely to transition from one workflow to another, enabling you to:

Simplify complex workflows by breaking them into smaller, manageable parts

Easily modify and update specific sections of your call flow

A/B test different workflow variations to optimize performance

Drag and drop the Transfer Workflow block into your existing workflow   

Alternatively, select the block from the available options

Click on the Transfer Workflow block to open its settings   

Select the target workflow you want to transfer to from the dropdown menu   

Ensure the Transfer Workflow block is properly linked within your current workflow

The call will continue from the beginning of the selected target workflow

You can easily delete blocks by selecting them and pressing the Delete or Backspace key

This feature allows for modular workflow design, improving maintainability and testing capabilities

Splitting a long, complex workflow into multiple shorter workflows

Creating reusable workflow components that can be shared across different call flows

Implementing decision trees that lead to specialized workflows based on user responses

Use clear naming conventions for your workflows to easily identify transfer destinations

Regularly review and optimize your workflow transfers to ensure smooth user experiences

Transfer Between Phonely Workflowa

Transfer Workflow Block

The Knowledge Base block allows Phonely to access and utilize information from your knowledge base during conversations, making it ideal for product support, troubleshooting, and providing specific information to users.

1. Add the Knowledge Base block to your workflow:   

 Drag and drop or select the Knowledge Base block in your workflow

Provide instructions for Phonely (e.g., "Refer to the knowledge base to resolve the issue")   

Select specific documents or sections of your knowledge base to reference

Before the Knowledge Base block, add question blocks to gather relevant information (e.g., "What is the problem with your order?" or "What is the product name you're having issues with?")

Allows Phonely to dynamically access and use information from your knowledge base

Can be tailored to specific topics or documents within your knowledge base

Utilizes conversation history to provide context-aware responses

Providing detailed information about products or services

Answering frequently asked questions with up-to-date information

Reduces the need for extensive pre-programmed responses

Allows for more flexible and comprehensive support

Keeps responses current by referencing the latest information in your knowledge base

Provide clear instructions to guide Phonely's use of the knowledge base

Regularly update your knowledge base to ensure accurate information

Use preceding questions to gather context and narrow down the scope of the knowledge base search

Using the Knowledge-base Block to answer questions

How to use the knowledge base block

Knowledge-base Block

Using the Logic Block in Phonely's Platform 

The Logic block allows you to compare answers from multiple questions, validate information, and make decisions based on combined criteria. This is useful for qualification processes, authentication, or complex decision-making in your workflows.

1. Set up prerequisite questions:   - Use Multi-Ask or individual question blocks to gather necessary information

2. Add a Logic block:   - Place the Logic block after your question blocks in the workflow

3. Configure the Logic block:   - Select the answers or variables you want to compare   - Choose the comparison type (equal to, not equal to, greater than, less than, etc.)   - Set up multiple conditions using AND/OR operators

4. Define outcomes:   - Create paths for both true and false outcomes   - Connect subsequent blocks based on these outcomes

1. Multi-Ask Block:
Question 1:
Name: phone
Type: phone
Question: Get customer phone number

Question 2:
Name: name
Type: text
Question: Get customer name

Question 3:
Name: email
Type: email
Question: Get customer email

2. Logic Block:
Conditions:
IF (phone == "specific_number") AND (name == "Will")
THEN
  Outcome: True
ELSE
  Outcome: False

3. Outcome Paths:
IF True:
  Connect to: Next question or process block
IF False:
  Connect to: End Call block
    Set call reason: "fake Will"

Various comparison operators (equal to, not equal to, greater than, less than, etc.)

Can compare answers from different parts of the workflow

Useful for API validation and other complex logic

Complex decision trees based on multiple inputs

Validating information across different questions

Plan your logic carefully to cover all possible scenarios

Use clear naming conventions for your blocks and outcomes

Test thoroughly to ensure all paths work as expected

Flows