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Overview

The monday.com integration lets your voice agents work with the board where you keep your contacts: recognize a caller from their phone number, create or complete their row, and add a summary of the call to that row as an update. You choose the board and its columns, then which agents use monday.com. Connecting your account does not give access to any agent until you check it.
This integration is in beta. You need a monday.com account whose user can edit the board of your contacts and post updates on it.

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What You Can Do

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Setup

1

Connect monday.com

Go to Integrations, click Create Integration and choose monday.com. A monday.com window opens: sign in if needed, then allow access for Tala.
2

Choose the board of your contacts

Back in Integrations, click Board next to monday.com. Choose the board that holds your contacts, then its columns:
  • Phone column: a column of type Phone (required);
  • Email column: a column of type Email, or None;
  • Name column: the row name (first column of the board), or a text column.
Click Save.
3

Choose the agents

Click Agents next to monday.com, check the agents that should use your board, then click Save. No agent is checked by default.
4

Tell your agent when to use it

In the agent’s instructions, say when to look up the caller, when to save their details and when to add a call summary, for example: “At the start of the call, look up the caller in the CRM. Before hanging up, add a short summary of the call.”
In your board, enter each phone number with its country (the flag next to the number): the agent recognizes a caller from the number and its country.
A duplicated agent starts unchecked: check it again in the Agents window if it should use monday.com too.

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How It Works

  • Phone numbers: the agent uses the number the caller is calling from, or a number or email the caller confirmed during the call. A row is only recognized when its phone number is exactly the caller’s number, without an extension. The number is read with the country saved with it; without a country, save it with its country code (for example +33 4 65 71 12 34).
  • Numbers that may belong to someone else: a number with an extension (+33 4 65 71 12 34 ext. 5) does not tell which desk it comes from, and a number saved without its country says nothing about its country when your agent does not speak French. Such a number never recognizes the caller, but it still counts: if a row holds the caller’s number this way, the agent picks no row, adds none for that number and writes nothing, even when the caller confirms their email. It does not tell the caller about that row.
  • Several matching rows: if more than one row has the caller’s number, the agent does not pick one and changes nothing.
  • Name required: every monday.com row has a name. If the caller has not given their name yet, the agent asks for it first.
  • Phone number needed without an email column: if your board has no email column and the caller’s number is hidden, the agent asks for a phone number before adding a row.
  • Company: the company named by the caller is not saved in monday.com yet.
  • Call summaries: up to three summaries per call, always on the row found or created during that call, and only while that row is still active on the chosen board.
  • No board chosen yet: until a board is saved in the Board window, checked agents do not use monday.com.
  • Board or column removed: if the chosen board or one of its columns is deleted or changes type, the agent stops using monday.com until you choose again in the Board window.

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Example Conversation

Caller: Hello, I’m calling about my quote.Agent: Hello Ms Martin, thank you for calling back. Let me take note of your request…A summary of the call is added as an update on Camille Martin’s row.
Caller: Hello, I would like information about your services.Agent: Of course. May I have your first and last name?Caller: Paul Durand.A row for Paul Durand is added to your board with his phone number, then the call summary is added to it.

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Managing the Connection

  • Board: in Integrations, click Board next to monday.com to change the board or its columns at any time.
  • Agents: click Agents next to monday.com to check or uncheck agents.
  • Delete: click the trash icon next to monday.com. Your agents stop using monday.com.

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Security

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Troubleshooting

  • Check that a board is chosen in the Board window next to monday.com
  • Check that the agent is checked in the Agents window
  • Check that the agent’s instructions say when to look up the caller
  • If two CRMs are connected to the organization, agents use neither: keep only one
  • The caller may be calling from a number that is not on their row
  • A number saved without its country may not recognize the caller: save it with its country code (for example +33 4 65 71 12 34)
  • Check the number in your board: it must have its country (flag)
  • If several rows share the number, the agent does not pick one
  • The list shows the boards your monday.com user can open, most recently used first
  • Open the board in monday.com, then reopen the Board window: it moves to the top
  • Sub-item boards and documents are not listed
  • Click Create Integration, choose monday.com again and allow access
  • You receive an email when the connection needs to be renewed

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Next Steps

Tools & Functions

See all available tools

Call Transfer

Transfer callers to your team