Transcription
Yo, guys, welcome back. In today's video, I'm going to show you how to connect your Retail Voice Agent to your Go Highlevel account. If you're watching this video, it's because you understand that you can build far superior voice agents inside of Retail, but you don't quite know how to connect that Retail agent to your Go Highlevel account so that you're automatically logging all of the conversation data, things like the call recording, the call transcript, all the post call properties, like how do you update the custom fields? How do you move the lead to different stages in the pipeline? Today's video is going to answer all those questions, so stay tuned as I promise I'm going to provide a ton of value.
But, before we get into the nitty-gritty, let's do a quick demo.
>> Hello, you've reached Bright Dental. My name is Emma, and I am an AI agent, but I promise I'm one of the good ones. How can I help you today?
>> Hey, Emma. Uh, I'd like to schedule in a teeth whitening appointment, please.
>> That's wonderful. We can certainly help you brighten your smile with a whitening treatment. To get started, can I please have your full name?
>> Yeah, it's Matthew Cohn.
>> Great. And what is the best phone number to reach you on? Thank you. What day would work best for you to come in for the teeth whitening?
>> Uh, do you have time tomorrow or Friday?
>> I have a few openings tomorrow, Thursday. Would 10:00 a.m., 11:30 a.m., or 1:30 p.m. work for you?
>> 10:00 a.m. sounds perfect.
>> Perfect. I've got you booked in for your teeth whitening tomorrow, Thursday, May 10th at 10:00 a.m. You'll receive a confirmation shortly. Is there anything else I can help you with today, Matthew?
>> No, that's perfect. Thank you.
Okay, now let's jump over to Highlevel to see how all of that information has come through and make sure it all looks good.
Okay, so now we are inside of Go Highlevel, and you can see that my contact record has now populated inside of the appointment booked stage, which is exactly what we wanted. Let's go into the contact record to see what that looks like.
Okay, so now we're inside of the contact record and inside of the sort of chat UI, you can see that the call recording has now been uploaded in there, so I can listen back to that call recording at the click of a button. On the right-hand side, we've got the call date, the outcome, the summary, and also the full call transcript there as well. And then if I go over to my custom fields folders, if I open the Bright Dental inbound example, you can see that the reason for the call has been captured directly inside of the CRM. The service of interest was the appointment booked, the appointment date and time, and also the call outcome. So, today's video, I'm going to show you exactly how to populate all of that information inside of your HighLevel so that every single call is automated and you have all the information that you need about those calls as well.
Before we do that, just want to reintroduce myself in case you're new here. My name is Matt, I'm the founder of Future Flow AI, where we build AI voice and text agent systems for service-based businesses to help them capture, qualify, and convert more leads. We've helped our clients generate over 5 million pounds in additional revenue using our systems and I've also personally taught over 6,000 people how to build AI voice agents for themselves. So, with all that out the way, let's jump into retail where I'll show you how to actually connect your voice agent directly to GoHighLevel.
So, here we are inside of the Retail AI Agent Builder. As you can see, I have my prompt here on the left-hand side. I have my welcome message down there underneath. I have some functions set up here as well to actually book appointments. I have my post-call data extraction set up and I also have my webhook settings set up. So, today's video isn't, you know, to break down exactly how the prompt works or how the function works. All I want to do in this video is show you exactly how to connect your agent directly to GoHighLevel. And all you need to do is go to our webhook settings here under agent level webhook URL, and you can see that I have a webhook URL in here. So, what that's doing is that is that's saying to Retail, or we're saying to Retail, where we want to send all of our end of call reports to. So, if you don't know what an end of call report is, basically, whenever your voice agent starts or finishes a call, it produces a call report. Retail actually produces three different call reports. We have call started, call ended, and call analyzed. Now, call analyzed is the only report that we actually care about, but I'll show you why that matters later on.
So, inside of GoHighLevel, what you're going to want to do is open a fresh automation. Then, at the top of your automation, you're going to add a new trigger. And that new trigger is going to be an inbound webhook. Once you select the inbound webhook, it's going to pop this little right-hand sidebar up on your screen. And as you can see, there is a URL. This is your webhook URL that we're going to give to Retail. So, all you want to do is go to the right-hand side for this little There's a little clipboard there. So, you want to copy that. You want to go back to your Retail agent. And then, all you need to do is paste that URL inside of there like that. And then, your Retail should auto-save that webhook. So, now, what we've got set up is we're telling Retail, "I want you to send all of the end of call reports to this webhook URL." But, we're not done there. Once you have done that, you can't save this trigger without a mapping reference. So, what you're going to want to do is you're going to call your agent again now that you've mapped the webhook URL to the agent level web hook URL. So, you're going to call the agent and I'll do that just now. You don't need to have a conversation with it, just a quick phone call will do. So, I'm just going to call the agent.
>> Hello, you've reached Bright Dental. My name is Emma and I'm an AI agent, but I
>> Okay, we don't care about that. Now, once we've done that, we should be able to fetch some sample requests. So, that's I've pressed fetch sample request, select reference payload, and now you can see that there's three different payloads. So, this is where the different call reports comes into play that I was talking about earlier. So, you have your call started report, you have your call ended report, and then you have your call analyze report. And the call analyze report is the report with all the information that we want and want to update inside of our GoHighLevel. And it's always going to be the last report that comes through. So, if I just select this report here, going to open this tab up a little bit bigger, and if I scroll to the top, I can see that the event name is call analyze, okay? So, that's Now that I know that it's the call analyze report, I can save the trigger, and now my inbound web hook will populate.
Obviously, the next stage of that is then, you know, creating or updating a contact so that whenever your agent speaks to someone new, that is a new contact record that's saved inside of your CRM. And if it's speaking to someone who already exists inside of your contact base in GoHighLevel, it will update their custom fields as well. But, instead of building this from scratch, I'm going to jump to an already built-out automation to show you what that looks like once it's fully built-out.
So, here we are inside of the fully built-out automation, which is going to capture all of the important details from our inbound agent call. So, you can see that we have our inbound web hook, which is obviously going to capture the call reports from Retail or tell Retail where to send them to. We have our call analyze module, which is going to filter out the other call reports that we don't need and only push through the call analyze reports. But then we have a couple other components, which is capturing all the details that we want inside of our HighLevel. And that first one is our create/update contact. So inside of here, what we're doing is we're capturing the post-call properties from our agent. So all of these properties here, we're capturing that data and then assigning it to its associated custom field. Now you will have to create the custom fields yourself and give them the right naming convention. Um but once you've done that, it's pretty easy to sync up. So if I just do one example, let's take the Bright Dental inbound call outcome custom field. If I just delete that, add a new field, type in Bright Dental. I've created the custom field, and then I just use this tag, open up the inbound webhook trigger, type in call outcome, and then select that. And now every single conversation that comes into this automation, the custom fields and the post-call properties will be properly synced up so that they show up inside of that contact record in the custom field folder.
The next thing that we set up is the logging of the call recording. So it's this module here called log external call. And inside of here, we're again using the information from the inbound webhook, which is the call analyze report from Retail, to map all the information that we need. So we actually receive that information inside of the end of call report, the direction. We can leave the date blank cuz GoHighLevel will automatically populate that in a format that we can read, this ISO 8601 format. We map the two and the from number from the end of call report, and as the attachment, we use the recording URL so that we're actually giving the recording to GoHighLevel so that it can populate it inside of the contact record.
Third thing we have is our call notes, where what you saw on the right hand side of the contact record. So, we're giving or we're stating the call date, the call outcome, the full call summary, and also the call transcript. So, that shows up nice on the right hand side. And then, the final thing that we're doing is we're organizing our leads into their associated pipeline stage based on the call outcome. So, the way that we set that up is inside of our retail agent, we actually have a post-call property called call outcome. And inside of here, we basically describe the agent or instruct the agent to output out of these choices, what was the outcome of the call. So, either they booked the appointment, they requested a call back, it was just a general inquiry, whatever the call outcome was. And then, inside of our automation, we use this conditional module to essentially branch off each of these leads into their associated stage based on the call outcome property that we've received from retail for that phone call. So, you can see that we've got different branches for each of the call outcomes. So, appointment booked, call back, general inquiry. And then, along down that branch, we're adding a tag to that lead, and then also putting them into their appropriate pipeline stage using this create opportunity module, okay?
And this is just the beginning of what you could do inside of GoHighLevel. For example, if I have an inbound lead that calls my inbound voice agent and books an appointment, I could then add in an internal notification here to notify my team about any leads that have booked an appointment. Also, since we have now created a contact record for that lead, we could then add them to other nurture sequences like a newsletter, SMS, or whatever other marketing sort of channels that you have going on. But, to go through everything else that you could do inside HighLevel would probably take me 10 more videos, so we're going to wrap this video up here.
To summarize in very short notes, in order to connect your retail inbound voice agent directly to your Go HighLevel, all you need to do is create an automation inside of HighLevel with inbound webhook as the main trigger. The inbound webhook will have this URL, which you copy and then paste inside of your agent-level webhook URL. Once you do that, now Retail will send all of the end of call reports directly into this Go HighLevel automation. You filter out all the other end of call all the other call reports, so call started and call ended, and you only push through the call analyze report because that's the only report that matters. And then once you have that information from the call analyze report going through your automation, you can then assign all of the information to the appropriate parts of the system where it needs to go. For example, you can assign the post-call properties to their custom fields inside of this create/update contact. You can log the call recording with this log external module. You can add notes to the contact record with this add notes module, and you can organize your leads into their appropriate pipeline stages using this condition module and your call outcome post-call property.
And that brings us to the end of the video. I just want to thank you very much for watching the video. If you enjoyed this video and got value from it, then leave a like, leave a comment, or even hit the subscribe button because I'm going to be posting way more content like this far more consistently going forward. So, if you enjoy the videos of seeing how you can connect Retail to Go HighLevel and everything else that you can do with those two platforms, then definitely stick around. Like I said as well, all the resources from this video will be available inside of my voice agent vault along with all of my other resources on how to create voice agent systems for your business or to sell to other businesses. If you made it this far, I just want to say thank you very much and I look forward to seeing you on the next one.