Feb 4 • 🏆 Wins
Building a quoting system for a music industry client. Voice + chat had to match perfectly.
The setup:
- Chatbot in Voiceflow
- Voice agent in VAPI
- Airtable for middleware CRM
- Both need identical user journeys
The user experience on the website chatbot had to match the voice agent experience.
🙌 Similar questions. Similar flow. Similar outcomes. 🙌
Problem is that that the Voice Agent is a different beast to a chatbot. Compromises had to and have to be made.
The CRM problem:
Their current CRM isn't full-featured. Limited API.
The real pain? Maintaining OAUTH sessions.
Each request needs proper logging. Session tokens expire.
The solution:
🚖 Built a middle data layer in Airtable. Feeds both chatbot and voice agent. 🚖
Now:
- Information is consistent across both channels
- Client can update messaging easily
- No technical skills needed to change offers
- One source of truth
Their existing CRM was creating more problems than it solved. Especially as the client's current way of operating did not fit neatly into a simple automation. Airtable helped a lot, especially as the usage fits neatly into the free tier.
💪🏿 Don't force yourself to work with bad infrastructure. 💪🏿
Sometimes, building a bridge might help.
I generally dont like adding new tech to current infrastructure due to the added complexity. But in this case it seems to be the right thing to do.
Their CRM stays. My Airtable layer handles the AI interactions. Everyone's happy.
The result:
- Consistent experience across voice and chat.
- Client can manage their own content.
- No developer needed for updates.
Ever had to build middleware because the client's systems weren't AI-ready?
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Building a quoting system for a music industry client. Voice + chat had to match perfectly.
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