Airtable
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Airtable connects the agent to one table in one of your bases. The agent greets known callers by name, finds the right record while the caller waits, and adds or updates rows, for example a new enquiry or a changed address. Integrations - Catalogue - Airtable - Connect opens Connect Airtable. One connection is shared by the whole company.
What you need before you start
Section titled “What you need before you start”- An Airtable personal access token. In Airtable go to airtable.com/create/tokens, create a token and give it the scopes
data.records:read,data.records:writeandschema.bases:readon the base you want. - A table with at least one column that holds phone numbers. Name and email columns help the agent greet and confirm callers.
- Optional: a “Last modified time” field in the table, so updates sync faster.
What you enter
Section titled “What you enter”First setup
Section titled “First setup”- Create the token in Airtable with the three scopes on your base.
- Integrations - Catalogue - Airtable - Connect. Paste the token and click Test token.
- Pick the Base, then the Table, then map the phone, name and email columns. Click Connect.
- Open My Agents - your agent - Skills - Tools & Workflows, turn the Airtable tool on and open its settings.
- Pick the operations. Identify caller by phone is ticked by default. Add Create record or Update record only if the agent should write to the table. Turn on Auto-identify caller on connect to look the caller up as soon as the call starts.
- Save the agent.
- Prove it: call from a phone number that exists in the table. The agent should know who you are. Then ask it to find a record by name.
What the agent can do
Section titled “What the agent can do”Know the caller
- Recognise the caller by phone number and greet them by name.
Find records
- Search by free text across the mapped name, email and phone columns.
- Open a record by its Airtable record id.
Write (only the operations you enabled)
- Create a new record in the connected table.
- Update fields on an existing record, using the column names it saw in the table.
Caller recognition uses a copy of the table that Voice Logica keeps in sync in the background. Searching, creating and updating go to Airtable directly.
Troubleshooting
Section titled “Troubleshooting”Test token finds no bases
The token works but has no access to a base. Edit the token in Airtable, add your base and the scopes data.records:read, data.records:write and schema.bases:read, then test again.
A caller who was just added to the table is not recognised
Recognition uses the synced copy, which refreshes in the background every few hours. On Integrations - Connected, open Airtable and click Sync now to pick up new rows straight away. Also check that the number is in one of the columns you mapped as Phone field(s).
The agent cannot create or update a record
Check that Create record or Update record is ticked on the agent and that the token has the data.records:write scope. Required columns in your table must receive a value, so tell the agent in its instructions what to collect from the caller.