outube.com/watch?v=pjm8y3uILg4) - [Personalization with Google Sheets]() [(2) ]()

### Answer You can connect Retell AI to Google Sheets using automation platforms like Make.com or n8n. [(1) ]() [(2) ]() ## Using Make.com 1. Set up a Google Sheets module to watch for new rows or read existing data (like name, email, phone number) . [(1) ]() 2. Add the Retell module to create phone calls, passing data from your sheet as dynamic variables to personalize conversations. 3. Map your sheet columns to Retell's dynamic variables (e.g.,

name

,

email

) so the agent can use that information during calls. ## Using n8n You can build an outbound calling system that pulls contact info from Google Sheets, personalizes each call, and updates the sheet after each call with results. [(2) ]() ## Storing Call Data Back to Sheets To send collected information (like customer name, email, treatment type) back to Google Sheets, you can: - Collect the data during the call and retrieve it via post-call summary. [(3) ]() - Use an API call with the call ID to get the post-call summary and fill it into your Google Sheet. - Alternatively, use a custom function through a webhook to send data to Make.com during the call. ## For Inbound Personalization You can use an inbound webhook to look up the caller's phone number in Google Sheets, retrieve their info, and inject it as dynamic variables so the agent recognizes returning callers. [(4) ]() Check out these tutorials for step-by-step guidance: - [Make x Retell Tutorial | How to trigger a call from google sheet]() [(1) ](

​ To learn more, see the sources I considered: [[1] Make x Retell Tutorial | How to trigger a call from google sheet]() [[2] Personalization with Google Sheets]() [[3] Help please connect Retell to Google sheets](https://discord.com/channels/1186424376300679209/1392503734847799427) [[4] If I call an agent, can it recognise me with my phone number and talk based on prev. talks?](https://discord.com/channels/1186424376300679209/1300050268897017956) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy Can retell ai pull phone number from my crm and recall customer’s name?

### Answer Yes, Retell AI can pull customer data from your CRM and use it to personalize calls, including recalling a customer's name. ## How It Works For Inbound Calls: Retell AI's webhook-driven system enables real-time CRM lookups. When a call comes in, you can use an inbound webhook to look up the caller's phone number in your CRM, retrieve their information, and inject it as dynamic variables. [(1) ]() This enables: - **Caller Identification**: Automatic recognition of returning customers based on phone number - **Historical Context**: Access to previous interaction history, preferences, and account status - **Personalized Responses**: Tailored greetings that acknowledge customer history For Outbound Calls: When creating a call via the API, you can pass customer-specific data using `retell_llm_dynamic_variables`:

json
{
  "retell_llm_dynamic_variables": {
    "customer_name": "John Doe"
  }
}

[(2) ]() ## Using Dynamic Variables You can reference these variables in your agent's prompt using the format

{{customer_name}}

. This allows the AI to greet callers personally, for example: "Hello Mr. Smith, I see you're calling about your premium account." [(1) ]() For the caller's phone number specifically, you can use the dynamic variable

{{user_number}}

. [(3) ]() ## Integration Approach The typical flow involves using a middleware like Make.com or n8n to: 1. Receive the call event 2. Query your CRM using the caller's phone number 3. Return the customer data as dynamic variables to Retell [(4) ]()

​ To learn more, see the sources I considered: [[1] ](https://www.retellai.com/resources/retell-ai-receptionist-understands-calls-better) [[2] Register Phone Call](https://docs.retellai.com/api-references/register-phone-call) [[3] Use "caller ID" as "Customer phone number" in Summary SMS](https://discord.com/channels/1186424376300679209/1459879339196809289) [[4] Discord message from @miguelpinto7865 on 2024-11-17](https://discord.com/channels/1186424376300679209/1294891368505937952/1307827971595173961) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Function calling enables your AI agent to perform actions like transfers, bookings, and API integrations. [(1) ]() ## How Function Calling Works Based on the conversation context, the LLM determines when a function is needed, extracts required parameters, Retell calls your function, and the result is incorporated into the conversation. ## Pre-built Functions Retell provides ready-to-use functions for common scenarios: - **End Call**: Terminate conversation gracefully—used after completing tasks or when the caller requests - **Transfer Call**: Route to human agents for escalation or department routing - **Press Digits**: Send DTMF tones to navigate IVR systems or enter codes - **Check Availability**: Query available time slots for appointment scheduling - **Book Calendar**: Create calendar events to confirm appointments or meetings - **Send SMS**: Send text messages for confirmations or follow-ups ## Custom Functions Custom functions allow you to extend your agent's capabilities by integrating external APIs, providing additional knowledge, or implementing custom logic. [(2) ]() When a custom function is called, Retell sends a request (POST, GET, PUT, PATCH, DELETE) to your specified URL with the function name and parameters. Custom function features include: [(1) ]() - Flexible parameters: Define any input structure - Async execution: Run in background without blocking conversation - Error handling: Graceful fallbacks for failures - Response control: Customize what the agent says during/after execution ## Function Node (for Conversation Flow) If you're using Conversation Flow, the Function Node is used to call a function. The funct

ion associated with the node will be called when entering that node. [(3) ]() Key settings include: - **Speak During Execution**: Generate an utterance like "Let me check that for you" while the function executes - **Wait for Result**: Wait for the function to finish before transitioning to the next node

​ To learn more, see the sources I considered: [[1] Function Calling Overview](https://docs.retellai.com/build/single-multi-prompt/function-calling) [[2] Custom Function](https://docs.retellai.com/build/conversation-flow/custom-function) [[3] Function Node Overview](https://docs.retellai.com/build/conversation-flow/function-node) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.