At Konamiya, we believe that AI should enhance human capabilities, not replace them. Our vision for AI-driven automation is to simplify, accelerate, and optimize workflows, allowing professionals to focus on high-value tasks.
Previously, we discussed how we automated email drafting for sales teams using Make.com, ClickUp, and OpenAI. Now, we’re introducing a new functionality: automated lead qualification through a Voice AI Agent. This agent follows a structured conversation flow, analyzes the interaction, and logs the insights directly into ClickUp.
The result?
A single agent can multiply their efficiency by prioritizing only the most engaged leads, significantly improving both productivity and service quality for our clients.
Below, we’ll explain how we leverage Retell AI to handle both outbound and inbound calls efficiently.
What Is Retell AI?
Retell AI is a cutting-edge platform that enables the creation of AI voice agents for handling phone calls and automating tasks, such as appointment scheduling, with a latency of 600-800 ms. This ensures near real-time responsiveness while balancing computational complexity to maintain a natural conversation flow.
Key Features of Retell AI:
✅ Call transfer between agents for smooth conversation flow
✅ Sentiment analysis to gauge customer emotions
✅ CRM system integration for efficient data management
Designed with security in mind, Retell AI is SOC 2 and HIPAA certified, ensuring compliance with industry standards. The platform is widely used across healthcare, finance, and customer service, making it a reliable choice for businesses looking to enhance their voice communication automation.
Why We Chose Retell AI Over Other Platforms
Before implementing Retell AI, we thoroughly tested the market for the best solution. We explored several alternatives, including BlendaAI, VoiceFlow, Synthflow, and more. The two finalists were Vapi and Retell AI—both offering similar UI, pay-as-you-go pricing models, and API integrations.
After rigorous testing, Retell AI emerged as the winner, primarily for two reasons:
- SIP Trunking Support – SIP Trunking significantly reduces call costs by allowing businesses to integrate their own telephony provider. This ensures lower per-minute rates, better call quality, and scalable infrastructure to handle high-volume calls efficiently.
- Built-in Free Agent Testing – Retell AI allows both chat and voice testing directly in its dashboard, making development and debugging much smoother.
Additionally, Retell AI offers seamless integration with Cal.com, enabling effortless meeting scheduling. With just a few configuration tweaks, we automated the booking process, further streamlining our lead management pipeline.
Our Automated Call Workflow with Retell AI
We handle both outbound and inbound calls, with a structured flow designed to maximize efficiency.
1. Outbound Calls: How It Works
Our AI-powered lead qualification process starts when an agent selects “Schedule AI Lead Phone Call” from the action menu in ClickUp.
Step-by-Step Flow
1️⃣ ClickUp triggers an automation, sending a webhook request to Make.com.
2️⃣ Make.com verifies the data:
- Checks if a phone number exists.
- Validates the phone number format.
- Retrieves lead details.
- Extracts existing ClickUp comments to understand prior interactions.
- Analyzes data via OpenAI to personalize the call script.
3️⃣ The call is registered in Retell AI, and ClickUp statuses update accordingly (e.g., “CALL REGISTERED” or “ERROR”).
4️⃣ Retell AI executes the call and streams real-time event updates back to Make.com.
Post-Call Processing:
✅ Retell AI sends the transcript and call outcome.
✅ OpenAI analyzes the transcript and generates a structured JSON report.
✅ Additional data from Retell AI is appended for more comprehensive insights.
✅ The final summary is logged as a ClickUp comment, ensuring the agent has clear, actionable insights.
2. Handling Inbound Calls
Inbound calls are handled differently. Since we focus on outbound lead engagement, we only accept calls from leads we’ve already contacted.
Step-by-Step Flow
📞 When a lead calls back, Retell AI sends a webhook request to Make.com.
🔍 Make.com cross-references the number with outbound call logs.
📂 The system retrieves relevant data about the previous interaction.
🗣️ Retell AI receives an updated conversation context, allowing the AI agent to respond intelligently.
✅ Post-call processing follows the same structured flow as outbound calls, ensuring data consistency.
Conclusion: Key Takeaways & Compliance Considerations
Retell AI provides an advanced, flexible, and cost-effective voice automation solution, with extensive customization through its dashboard, API, and SIP trunking capabilities.
By integrating Retell AI, Make.com, and ClickUp, we have successfully automated lead qualification, enabling sales teams to focus on the most promising prospects—without wasting time on unqualified leads.
🚀 More automation, better efficiency, and higher sales conversions.
Compliance Considerations for AI-Powered Calls in Europe
When conducting AI-driven voice calls, especially within the European Economic Area (EEA), it is crucial to adhere to GDPR (General Data Protection Regulation) and local telecommunications laws.
Key Best Practices for Compliance:
📌 Consent for Call Recording – If calls are being recorded, you must explicitly inform the lead at the beginning of the call and, in some cases, obtain their consent. A typical disclaimer could be:
“This call is being recorded for quality and compliance purposes. If you do not wish to be recorded, please let us know.”
📌 Legitimate Interest vs. Consent – Under GDPR, processing personal data (including recorded conversations) requires a lawful basis. If call recording is not strictly necessary, obtaining explicit consent is the safest approach.
📌 Right to Be Forgotten – Leads must have the right to request deletion of their data, including call recordings. Your system should provide a mechanism for handling such requests.
📌 AI Disclosure Requirement – Under GDPR, businesses must inform users when they are interacting with an AI-driven system. A best practice is to offer an option to speak with a human agent when requested.
📌 Respecting “Do Not Call” Lists – Some EU countries maintain opt-out databases for unsolicited calls. Ensure compliance by verifying leads against such lists before initiating outbound calls.
📌 Data Storage & Security – If call transcripts or recordings are stored, they must be protected with strong encryption and access controls, ensuring only authorized personnel can access them.
📌 Data Retention Policy – Companies should define a clear data retention policy for call recordings and transcripts, ensuring compliance with GDPR data minimization principles.
🚀 Ready to Automate Your Lead Qualification Process?
Want to see Retell AI in action? Contact us today to explore how AI-driven voice automation can improve your lead qualification process and help your team convert more leads with less effort! 🚀