Flexfone CallAI summaries in Herodesk

A phone call is often the most important conversation a customer has with you, and the one that leaves the least behind. The colleague who picks up the next email rarely knows what was promised on the phone, so the customer ends up explaining it all again.

If you use CallAI with your Flexfone phone system, that gap is now closed.

Every call, summarised on the conversation

Connect CallAI to your Flexfone channel in Herodesk. When a call ends and CallAI has summarised it, Herodesk adds the summary as an internal note on the caller’s open or pending conversation. The note shows whether the call was incoming or outgoing, when it happened, how long it lasted and who took it, with a link to open the call in CallAI.

Notes are internal, so customers never see them. Your colleagues and Copilot can read them when they look at the customer’s conversations.

Jump to the moment that matters

Timestamps in the summary are links. Click one, and CallAI opens the call at that exact point, so you can listen to the part you need instead of the whole call.

You decide what happens to a new call

Not every call belongs to an open case. For callers without an open conversation, choose what Herodesk does:

• Create a closed conversation with the summary, so the call is on record
• Create a pending conversation for your team to follow up, with SLA timers running
• Keep only the call log, without a conversation

You also choose the inbox that new call conversations land in.

Outgoing calls are logged too

Calls your team makes from Flexfone are now logged on the customer’s contact, just like incoming calls. Add the new outgoing-call web service URL in Flexfone PBX Admin to switch it on.

No summary left behind

If a summary from CallAI does not reach Herodesk straight away, Herodesk fetches it automatically afterwards. You do not need to chase missing notes.

How to set it up

Open your Flexfone channel in Herodesk and find the CallAI summaries section. Paste a CallAI API token with the conversations scope, add the webhook URL shown in Herodesk under CallAI’s webhook subscriptions, and paste the webhook secret back into Herodesk. Save, then send a test from CallAI. Herodesk confirms when the connection is verified.

CallAI summaries need a CallAI account. Herodesk AI agents do not answer phone calls; the summaries support your team.

Explore the Flexfone integration for the full picture, or contact us if you would like help connecting CallAI.