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The Telephony channel in Neuroncx AI connects your agent team to patients and leads through structured voice call workflows. Unlike messaging channels where automation handles most of the conversation, telephony is primarily agent-assisted — your team uses the Transactions Console to dial leads, conduct conversations, and record outcomes that feed directly back into the lead management pipeline. Call transcriptions are also processed through the LLM pipeline, enabling AI-assisted analysis of call content at scale.

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How Telephony Fits Into the Lead Lifecycle

Telephony typically activates after an automated channel has made initial contact but the lead has not yet converted. An agent reviews the lead’s history in the Transactions Console, places a call, and updates the stage based on the conversation outcome. This keeps your CRM state accurate and ensures that downstream automation — follow-up messages, reminders, re-engagement sequences — fires at the right time. Common telephony entry points include:
  • A WhatsApp booking flow where the patient dropped off before confirmation.
  • A Web View lead capture where the patient expressed interest but did not complete a booking.
  • An imported lead from a previous CRM that requires an initial outreach call.

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Placing Calls from the Transactions Console

1

Open the Lead Record

In the Transactions Console, locate the lead you want to call. Review the channel source, previous interaction history, and current stage before dialling so you have full context for the conversation.
2

Initiate the Call

Click the call action on the lead record. The telephony integration connects your agent to the patient’s registered phone number. The call session is logged automatically against the lead.
3

Conduct the Conversation

Guide the patient through the relevant workflow — booking confirmation, query resolution, or re-engagement. The platform records the call for transcription processing.
4

Update the Lead Stage

After the call ends, set the lead’s stage to reflect the outcome. Select the stage that most accurately describes the result of the conversation.

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Lead Stages After a Call

After each call, update the lead to one of the following stages to keep your pipeline accurate and trigger the correct follow-up automations.
Accurate stage updates are critical for pipeline reporting. Leads left in an outdated stage skew the Booking Channel Performance metrics in the Channels Overview dashboard and may trigger incorrect automated follow-up messages.

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Call Transcription and LLM Processing

Every call made through the Telephony channel is recorded and sent through the Neuroncx AI LLM pipeline for transcription and analysis. The platform processes these transcriptions to extract intent signals, sentiment data, and actionable insights that surface in the Cx Ops dashboard.
The Cx Ops dashboard tracks transcription volume — for example, 1,581 transcriptions processed in a recent reporting period. Use this data to gauge call activity levels and compare transcription-derived intent signals against self-reported lead stages for quality assurance.
Transcription data helps you:
  • Identify common objections or questions raised during calls and update your scripts accordingly.
  • Verify that agent-reported stage updates match the actual conversation content.
  • Feed conversation-level signals back into your ontology to improve automation coverage over time.

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Call Processing Workflow

The Call Processing workflow in Neuroncx AI handles the end-to-end journey from call initiation to transcription storage. This workflow runs automatically in the background — you do not need to manually trigger transcription or analysis steps.
If you notice that transcriptions are not appearing for recent calls, check that the telephony integration is active in your Channel Settings and that the recording permission is enabled for your business number. Silent failures at the recording layer are the most common cause of missing transcription data.

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Best Practices for Outbound Calling

  • Call during business hours relevant to the patient’s location. Check the lead’s timezone before dialling.
  • Review the full interaction history before a call — knowing whether the patient previously attempted a WhatsApp booking gives you a natural conversation opener.
  • Log the stage immediately after the call ends, while the conversation is fresh. Delayed stage updates are the leading cause of inaccurate pipeline reports.
  • Use RNR strategically — if a patient registers three or more RNR outcomes across different times of day, consider switching to a messaging channel before attempting another call.