> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tala-assistant.com/llms.txt
> Use this file to discover all available pages before exploring further.

# monday.com

> Recognize callers from a monday.com board and log every call there

![monday.com logo](https://mintcdn.com/tala-73c4b5d5/Cvqmpcwjwcane5YM/images/integrations/monday.svg?fit=max\&auto=format\&n=Cvqmpcwjwcane5YM\&q=85\&s=ad6af10aa551222a191165b0c7d854a0)

## 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.

> [!NOTE]
>
> 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.

## What You Can Do

| Feature | Description |
| - | - |
| **Caller recognition** | The agent looks up the caller's phone number in the board you chose and can greet known callers by name |
| **Row creation** | A new caller is added to the board with their name and phone number, and their email if they confirmed it during the call |
| **Row completion** | When the caller is recognized from the number they call from, a missing phone number, email or name is added to their row |
| **Call summary** | A short summary of the call is added to the caller's row as an update |
| **Your data stays yours** | Information already in your board is never replaced |

## 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."

> [!TIP]
>
> 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.

> [!TIP]
>
> A duplicated agent starts unchecked: check it again in the **Agents** window
> if it should use monday.com too.

## 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.

## Example Conversation

> [accordion] Known caller
>
> **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.*

> [accordion] New caller
>
> **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.*

## 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.

## Security

| Setting | Value |
| - | - |
| Access | The boards your monday.com user can see; Tala reads and writes only the board you chose |
| Existing information | Never replaced |
| Shared with the agent | The name of a row recognized from the caller's own number |
| Never shared with the agent | Emails and phone numbers stored in monday.com |

## Troubleshooting

> [accordion] The agent does not use monday.com
>
> * 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

> [accordion] A known caller is not recognized
>
> * 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

> [accordion] My board is not in the list
>
> * 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

> [accordion] monday.com asks to reconnect
>
> * Click **Create Integration**, choose **monday.com** again and allow access
> * You receive an email when the connection needs to be renewed

## Next Steps

> [card] [Tools & Functions](https://docs.tala-assistant.com/workflows/tools.md)
>
> See all available tools

> [card] [Call Transfer](https://docs.tala-assistant.com/workflows/call-transfer.md)
>
> Transfer callers to your team


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.