New at FlowLyne: Pre-Call API Actions for personalized calls from the very first second
What if your AI phone assistant could identify callers even before it answers the call? This is now possible - with our new Pre-Call API Actions feature.
This allows you to retrieve data from your CRM or other systems before the call and make it available to your assistant in real time - for a more personalized and intelligent conversation experience from the very first sentence.
What are Pre-Call API Actions?
With Pre-Call API Actions, you can have one or more API requests executed even before your FlowLyne assistant answers the call.
Typical use cases:
Comparison with CRM system: Is the number known? If yes, what is the name of the customer?
Access to databases: Is there already an open support case or a current offer?
Customer group recognition: VIP customer, test user or long-standing existing customer?
The answer to these API calls is available to the assistant directly at the start of the call - for example, to greet the caller by name or respond in a context-based manner.
Why this makes sense
A personal greeting not only looks more professional - it also saves time and ensures a better user experience.
Examples from practice:
"Hello Mr. Müller, nice of you to call again."
"I see you received an offer yesterday. Would you like to ask another question?"
"Your support request from last week is still open - may I update it?"
Such boardings are now possible fully automatically, without manual intervention or waiting loops.
How it works technically
You define one or more API endpoints in the settings that should be queried when a call is received
The API response can be structured in any way (e.g. JSON with name, customer type, ticket number, etc.).
This data is available to the AI telephone assistant in the prompt - even before it starts the call
You control how this information is used (e.g. greeting, prioritization, forwarding)
The whole thing is GDPR-compliant, quick to set up and can be fully integrated into your existing systems.
For whom is this interesting?
All companies that want to greet their existing customers by name and provide personalized assistance
Support departments that automatically synchronize calls with ongoing processes
Companies with high call volumes that can use context to automatically sort data and respond faster
As well as many other situations in which contextual information significantly improves call quality - e.g. through customized call flows, automatic forwarding or the targeted skipping of unnecessary queries
Summary:
Pre-Call API Actions makes your FlowLyne assistant even more powerful. It recognizes who is calling - and immediately speaks at eye level. This saves time, looks professional and opens up new possibilities for smart, personalized customer communication.
Test now - you can find the API documentation in the FlowLyne dashboard.