Introducing Retell Workflows: Native CRM and Helpdesk Automation, Built into Every Call

Retell Workflows is a native automation feature for Retell AI voice agents that retrieves CRM, helpdesk, and scheduling context before a call and automatically records outcomes afterward, aiming to replace middleware such as Zapier, n8n, Make, or custom functions for call-specific workflows. It executes actions as a dependency graph, allowing independent pre-call lookups to run concurrently while sequential steps wait for required outputs, with time limits intended to prevent slow integrations from delaying the start of a conversation. Post-call actions can update records, close or escalate tickets, create follow-ups, log call summaries, and send notifications, each controlled by conditions based on the call result. Native integrations include major platforms such as Salesforce, HubSpot, Zendesk, Microsoft Dynamics 365, GoHighLevel, Cal.com, Calendly, Slack, and Google Workspace, while custom function calls can connect to other APIs. The announcement positions the feature as a way to reduce per-task automation costs, latency, manual configuration, and compliance complexity while preserving existing CRM and helpdesk systems as the underlying sources of customer data.

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