Daniella's Customer Brain

Bettermove <> OneAI: Tech integration

3 min read

Bettermove <> OneAI: Tech integration

Date: 2026-02-16 | Duration: 47.029998779296875 min | Account: bettermove

External attendees: aung@codingstudio.net, lewis@provalis.co.uk, nick@bettermove.co.uk, rory@bettermove.co.uk

Summary

The team discussed the integration of communication channels, particularly WhatsApp and SMS, alongside email workflows. Yochai Levi confirmed that WhatsApp would complement phone communications, primarily for follow-ups, and not replace campaign management tools. Lewis Clark highlighted the roles of SMS and email in Salesforce, emphasizing the need to unify these channels to avoid fragmentation. Strategic positioning of platforms was debated, with concerns about competing with more mature tools from competitors like Braze and HubSpot. Technical setups for AI-driven calling were reviewed, revealing challenges with lead routing and call disconnections. Daniella Block shared a list of nine consultants to support Salesforce user setup, and next steps include finalizing agent configuration and scheduling a follow-up meeting to review progress on ongoing testing and validation.

Key Points

📞 Integration Focus on Communication: WhatsApp and SMS will complement emails, enhancing follow-ups and maintaining phone-centric engagement. 🔗 Unified Channel Strategy: Aim to merge email, SMS, and WhatsApp on one platform to avoid fragmentation in customer communication. 🤖 AI Calling Setup Issues: Initial testing revealed challenges with lead routing and call disconnections; further refinement needed for reliable operation. 👥 Consultant Coordination for Testing: Sharing a list of nine consultants supports effective lead assignment during tests and live interactions. 📅 Next Steps and Follow-Up Meeting: Immediate focus on agent configuration and testing; next meeting set for Wednesday at 9:15 AM. 🔍 Ongoing Testing Priorities: Core focus on validating lead updates and call routing to ensure smooth production readiness.

Overview

  • Integration Focus on Communication: WhatsApp and SMS will complement emails, enhancing follow-ups and maintaining phone-centric engagement.
  • Unified Channel Strategy: Aim to merge email, SMS, and WhatsApp on one platform to avoid fragmentation in customer communication.
  • AI Calling Setup Issues: Initial testing revealed challenges with lead routing and call disconnections; further refinement needed for reliable operation.
  • Consultant Coordination for Testing: Sharing a list of nine consultants supports effective lead assignment during tests and live interactions.
  • Next Steps and Follow-Up Meeting: Immediate focus on agent configuration and testing; next meeting set for Wednesday at 9:15 AM.
  • Ongoing Testing Priorities: Core focus on validating lead updates and call routing to ensure smooth production readiness.

Action Items

Lewis Clark Create Salesforce users for all consultants based on provided list to enable proper lead ownership and call routing (20:00) Standardize phone number formatting across lead sources for consistent integration performance (11:00) Continue testing AI telephony functions and provide feedback for improvements, including callback and note/activity scenarios (43:00) Prepare for next integration session on Wednesday 9:15 AM (44:00)

Yochai Levi Adjust agent configuration to resolve call disconnect issues related to idle time and call handling (39:00) Enable sandbox agent call routing for isolated testing separate from live agents (35:00) Manually delete existing test records in the system as needed to enable retests (28:00) Work on finalizing agent setup to achieve end-to-end telephony integration flow (43:00)

Daniella Block Share Fireflies meeting transcript and notes from previous meetings as requested (10:00) Provide consultant list and assist in confirming consultant details with Rory (21:00) Relay call disconnect issues and conversation links to tech team for troubleshooting (31:00) Schedule and coordinate the follow-up technical meeting for Wednesday morning with Lewis and Yochai (44:00)

Nick Statman Follow up with Lewis on testing telephony and WhatsApp integration and next steps (10:00)

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