AI WORKFLOWS · CALL CENTER · END-TO-END FLOW

The Call Center — the whole flow, top to bottom

Every piece in one flow: two ways a call starts, the gates each one passes, the HERMES brain, the five workflows, and the customer lifecycle after a booking: confirm → 24-hour reminder → on-the-way call → CSAT, with caller verification, the Do-Not-Call list, and call-logs → KPIs each wired at the point they fire. Boxes tagged NEW recently shipped and are deployed live.

ENTRY

NEW

Web-chat widget

INBOUND CHANNEL · EMBEDDABLE

a <script> on any site → same AI brain. human takeover from the dashboard.

Voice call

INBOUND CHANNEL · RETELL

caller dials your number. "anything Thursday?" → booked →

Owner launches a campaign

OUTBOUND · POST /CAMPAIGNS

lead list → CSV upload or JSON; CSV columns → per-lead variables.

NEW

DNC list

TCPA

opt-outs stored, checked at launch.

GATES

NEW

Channel auth & caller identity verify

HMAC / owner check on every channel · sensitive flows verify by one-time code before specifics.

DNC + TCPA compliance

scrub against the DNC list · dial only inside each lead's local 8am–9pm window.

HERMES ORCHESTRATOR · CALL CENTER · 5 OF 84

WORKFLOWS

Outbound Sales

OUTBOUND · CAMPAIGN

pitch → objections → qualify → book → reconcile

Lead Qualification

OUTBOUND · CAMPAIGN

reach → qualify → score → warm handoff → CRM sync

INBOUND

Inbound Support Queue

CALLER / WEB-CHAT

answer → triage → tools: availability → book → FAQ

Appointment Setting

OUTBOUND · CAMPAIGN

reach → offer real slots → book on calendar

Collections

IDENTITY-VERIFIED · FDCPA

verify → balance → plan → XRP link

ACT

HUMAN

Warm / soft handoff

right rep by skill · "no AI please" → instant human.

Book appointment

real calendar slot → confirmed job.

Dial leads

RETELL BATCH · OWNS PACING

each lead inside their local window.

NEW

Reconcile

/WEBHOOKS/RETELL · CALL_ENDED

call → its lead → status → counters. loops back to Hermes.

AFTER
BOOKING

Confirm

AT BOOKING

SMS + email confirmation.

NEW

24-hour reminder

SCHEDULER · DAY BEFORE

SMS + email, in the customer's local time.

NEW

On-the-way call

DAY OF · /JOBS/{ID}/EN-ROUTE

voice call + SMS: "your plumber is on the way, ~N min — still good?"

NEW

CSAT survey

AFTER THE CALL/VISIT

one "rate us 1–5" text → attached to the call.

MEASURE

NEW

Call logs → KPIs GET /DASHBOARD/CALL-CENTER

every call (in + out) logs summary, sentiment, duration, disposition → volume · transfer rate · avg duration · CSAT · DNC size

    INBOUND / WEB-CHAT
    OUTBOUND GATES & COMPLIANCE
    HERMES & WORKFLOWS
    APPOINTMENT LIFECYCLE
    RECONCILE / MEASURE LOOP
    NEWRECENTLY SHIPPED (DEPLOYED)
  