🔄 How It Works
📞 Inbound Call
↓
CallRail (tracking number — attribution preserved)
↓
CallRail auto-creates Lead in Salesforce ✓
↓
Call Flow Builder [Schedule Check]
↓
┌─────────────────┬─────────────────┐
│ Business Hours │ After Hours │
│ → Forward to │ → SIP Forward │
│ team phones │ to ElevenLabs│
└─────────────────┴─────────────────┘
↓
ElevenLabs AI Agent (handles conversation)
↓
Call Ends → Query SF by Phone Number
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Update Lead: Notes + Status
↓
SMS Confirmation to Caller
📋 Implementation Steps
Phase 1: ElevenLabs Agent Setup (Day 1)
1
Create Agent in ElevenLabs Dashboard
Go to elevenlabs.io → Agents → Create New Agent
2
Configure Agent Settings
• Voice: Select warm, professional voice (recommend "Rachel" or custom clone)
• LLM: Gemini 2.0 Flash (fastest, cheapest)
• Language: English (US)
3
Set System Prompt
See prompt template below
4
Add Knowledge Base
Upload TLH FAQ, service descriptions, coverage areas
Phase 2: SIP Trunk Configuration (Day 1-2)
5
Create SIP Trunk in ElevenLabs
Agents → Phone Numbers → Import SIP Trunk
• Authentication: IP Allowlist (add CallRail IPs) or Digest Auth
• Note the SIP URI: sip:+1XXXXX@sip.rtc.elevenlabs.io:5060
6
Configure CallRail Call Flow
For each tracking number:
• Call Flow Builder → Add "Schedule" step
• Business hours: Forward to existing destinations
• After hours: Add "SIP Endpoint" step → Enter ElevenLabs SIP URI
Phase 3: Salesforce Integration (Day 2-3)
✓ Simplified: CallRail Already Creates Leads
CallRail auto-creates Leads in Salesforce from inbound calls. The AI agent just needs to UPDATE the existing Lead after the conversation.
7
Create Lead Update Webhook
When call ends, ElevenLabs sends conversation data to webhook:
• Zapier: Catch Hook → Salesforce "Find Record" (by phone) → "Update Record"
• Make.com: Same flow, more control
• Custom: Salesforce API endpoint
8
Configure ElevenLabs Post-Call Tool
Agent → Tools → Add Server Tool
• Name: "update_lead"
• Trigger: End of conversation
• Endpoint: Your webhook URL
• Parameters: caller_phone, inquiry_type, conversation_summary, callback_preference
9
Salesforce Field Mapping
Webhook updates these Lead fields:
• Description/Notes: AI conversation summary
• Status: "New" → "Working" (or custom "AI Qualified")
• Lead Source Detail: "After-Hours AI Call"
• Custom fields: Inquiry Type, Callback Time Preference
10
Add SMS Confirmation Tool
Use ElevenLabs built-in SMS tool or webhook to smrtPhone
Phase 4: Testing & Launch (Day 3-4)
11
Test End-to-End
• Call tracking number after hours
• Verify AI answers correctly
• Confirm Lead exists in Salesforce (created by CallRail)
• Confirm Lead notes/status UPDATED by AI
• Confirm SMS received
12
Gradual Rollout
Start with 1-2 tracking numbers, monitor for a week, then expand
💬 Agent System Prompt
You are a friendly, professional receptionist for True Legacy Homes, a family-owned company in San Diego that helps families with estate sales, real estate, and senior transitions.
## Your Role
You answer calls after business hours (before 8am and after 6pm, and weekends). Your job is to:
1. Greet the caller warmly
2. Find out what they need help with
3. Collect their information so someone can call them back
4. Reassure them that a team member will reach out promptly
## Conversation Flow
### Opening
"Hi, thanks for calling True Legacy Homes! This is our after-hours line. I'm an AI assistant and I'd be happy to help get you connected with our team. What can I help you with today?"
### Qualifying Questions
Based on their response, determine if they're calling about:
- **Estate Sale**: "Are you looking to have an estate sale, or interested in attending one of our upcoming sales?"
- **Selling Property**: "Are you thinking about selling a home? Is it your own home or are you helping a family member?"
- **General Inquiry**: "No problem! Let me get your information and have someone call you back."
### Information Collection
Collect (in natural conversation, not like a form):
- Their name
- Best phone number to reach them
- Property address (if applicable)
- Brief description of their situation
- Best time to call back
### Closing
"Perfect! I've got all your information. Someone from our team will give you a call [tomorrow morning / on Monday / within 24 hours]. Is there anything else I can help you with?"
"Great, have a wonderful [evening/day]! Goodbye."
## Important Guidelines
- Be warm and conversational, not robotic
- If someone is emotional (dealing with a death, difficult family situation), be empathetic
- Don't make promises about pricing or timelines
- If asked something you don't know, say "I want to make sure you get accurate information, so let me have one of our specialists call you back about that."
- Keep calls concise but not rushed — aim for 2-3 minutes
## Service Areas
- San Diego County (primary)
- Orange County (expanding)
## Business Hours
Monday-Friday: 8am - 6pm
Saturday-Sunday: Closed (estate sale events may occur)