What are actions in Ringly.io?
An action is something your agent can execute during the call, other than speaking and listening.
A few examples:
Books appointment in Google Calendar
Creates support ticket in Freshdesk
Gets order status from Shopify
Creates contact in Hubspot
Gets stock information from Woocommerce
How to create actions in Ringly.io
Go to your agent and click the "Actions" tab. Then, click "+ Create action". In the popup below, you can choose a custom action, book appointment, or e-commerce actions.
We’re adding new actions every week, so the screen below will be more populated.
Below are the steps for creating each type of action:
Custom action using Make.com
Book appointment
E-commerce actions
1. Custom action using Make.com
1. Custom action using Make.com
Let’s create an action to create a support ticket in Freshdesk, a customer support platform.
When you haven’t added a transfer phone number for human support, it’s useful to let the AI phone agent create tickets for problems that can’t be fixed on the phone.
Create a free account at make.com and click "+ Create a new scenario". Then you'll see the screen below and click on "Webhooks" and then "Custom webhooks":
Click "Create a webhook":
Give it any name you like and hit "Save". You can skip the IP restrictions:
Hit "Copy address to clipboard". We'll use this in a later step:
In Ringly.io, go to your agent and open the "Actions" tab. Click "+ Create action":
Choose the custom action:
We need to fill out some things:
Add the name of the action, which needs to be descriptive for it to be the most effective. For this example, we'll use the name "Create support ticket".
The description of the action, including what it does and when the AI phone agent needs to use it. In this case, we need to make sure the agent has the necessary information to create a support ticket. For our ticket we want the name and phone number of the customer, a subject and description of the ticket, and the priority. The phone number will already be sent by default, so we'll use this: "When a caller encounters an issue that cannot be resolved over the phone and requires human assistance, initiate the creation of a support ticket. Ask the customer’s name and a description of the issue. Then, assign a priority level yourself, and generate a subject of the issue yourself, so don't ask the caller."
For the Webhook or API URL we'll paste the URL we copied earlier in Make.com.
Lastly, we need to make sure the agent has the necessary information to create a support ticket. For our ticket we want the name and phone number of the customer, a subject and description of the ticket, and the priority.
To make sure the agent sends all the necessary information, we'll use input data. Click on "+ Add input data". For the data field name we'll start with the name "customer’s name" and the data field description will be "name of the customer". Hit "Create" and repeat for the other information as well, until you added all this:
customer’s name - name of the customer
subject - subject of the support ticket in a few words
description - description of the support ticket
priority level - level of priority for the support ticket. Only choose from: Low, Normal, High, or Urgent
It will look like the picture below. Don't forget to click "Create action" to save it.
Go back to your scenario in Make.com and click on "Run once" on the bottom left. Now the webhook will be waiting for an answer (see below). Call your AI phone agent and say you want to create a support ticket. The agent will use the action and send the information we need to create a ticket.
Make.com received the information and shows this screen (I didn't make a real call, but when you do, you'll also get call information including phone number):
To check, click on "args" to see the information for the ticket:
Next, click the "+" sign and look for Freshdesk and its action "Create a ticket". You can use any other ticketing software as well, but here we use Freshdesk:
Then, create a connection and fill in your API key (in Profile settings) and your company name:
Now click on the fields and add the dynamic information, like I did in the picture below. Be sure to toggle on "Show advanced settings". And, make sure you don't use to_number or from_number incorrectly:
Hit "Okay", and toggle on "Immediately as data arrives":
Then save, and make sure the scenario is active and then make a call to your AI phone agent, tell you want to create a support ticket.
Hooray, a ticket from Tom shows up in Freshdesk in seconds: 🎉
So, this was a quick guide on how to add an action like this to your AI phone agent.
If a ticket does not show up in Freshdesk:
Check the history of the Make.com scenario to see what the error is. Below, the issue was that I did not fill in a required field.
Make sure the scenario is active, like below. On default, Make.com turns off scenarios with an error. So when you fixed an issue, turn it on again.
Make sure you received all the information from the AI phone agent.
If there is an error you can't seem to fix, open the support chat in Ringly.io and ask us. We'll help you. Or ask the AI chat in Make.com.
Next steps:
Give the agent clear instructions on what to ask the caller, how to respond, etc.
Add more information for the ticket to make it work for your company
Make a few test calls to see if your agent handles everything correctly. If not, make changes to the instructions or the action description. Our most successful users make 7x more changes to the instructions than the rest.
2. Book appointment
2. Book appointment
Let’s create an action to book an appointment in your calendar, so that the agent can book appointments while you sleep.
Go to your agent and click on the Actions tab. Then, click on "+ Create action":
Choose the "Book appointment" action:
You'll see you need Cal.com for this. Don't have Cal.com? Just use Cal.com as a connector between Ringly.io and your own calendar. You can create a free account here.
First, connect your calendar. Click on Settings > Calendars > "+ Add Calendar".
Next, click 'Event types', and create an event type if you don't have one yet. This will be the type of appointment callers will be able to book.
On the Events type page, look at the URL in your browser. It should look like “https://app.cal.com/event-types/1024996?tabName=setup”. The number '1024996' in the URL is your Event type ID.
Paste that in the "Your Cal.com event type ID" field:
Then click 'Settings', then 'API keys', create a new one (give it any name you like, and set it to ‘Never expires’). After creating, you’ll only see the API key once, so be sure to copy it immediately.
Lastly, choose a timezone for your calendar. So if someone wants to book an appointment, the AI phone agent will mention the time slots according to the timezone you can specify here.
Click "Create action" and you're done! 🎉
Next steps:
In your agent, write clear instructions for the appointment booking process, e.g. first check the availability, then mention available times to user, then book an appointment on chosen time, then confirm to the user when the meeting is booked, and otherwise try again.
If you have multiple calendars, you'll need a paid plan for Cal.com.
If there are issues implementing this action, open the support chat and let us know :)
3. E-commerce actions
This one is super easy to implement.
When you create an e-commerce agent, the actions will be already added to your agent. The only thing you have to do is connect Shopify.
We'll add more built-in e-commerce connections. Let us know which integration you need!