Missed call and voicemail triage for Quo and Slack

Build me an agent workflow that triages every missed or voicemail call on my Quo business number in real time. For each call I want the agent to decide whether the caller looks urgent or upset, and then either alert my support team in Slack or send the caller an automated text reply from the same Quo number.

Trigger: a Quo webhook on call events. Use the Create Webhook for Calls operation to subscribe, then filter the incoming event to only the cases where the call ended as missed or went to voicemail. Ignore completed answered calls.

When the agent runs for one of those events, it should gather context in this order: (1) call Get a Call by ID with the call id from the webhook payload to confirm direction, participants, the Quo phone number that received the call, and the caller's phone number; (2) call Get Call Voicemail for that same call id to retrieve the voicemail transcript and recording URL (skip gracefully if no voicemail was left and the outcome was simply a missed ring); (3) call List Messages in Quo scoped to the Quo phone number and the caller's number to fetch the most recent SMS history between them, sorted newest first, capped at the last 10 to 15 messages.

With that context the agent classifies intent into one of two buckets: URGENT or ROUTINE. Treat it as URGENT when any of these are true: the voicemail mentions a complaint, refund, outage, broken product, deadline, threat to cancel, legal language, or an audibly upset tone described in the transcript; the recent SMS history shows an unresolved issue, a repeated callback, or escalating frustration; or the caller explicitly asks for a callback today. Otherwise treat it as ROUTINE: first-time callers leaving general questions, sales inquiries, vague "call me back" voicemails, missed rings with no message, and the like. When context is sparse and the signal is genuinely ambiguous, bias toward ROUTINE so we do not flood Slack with noise.

If URGENT, use Slack's Send a Message operation to post to my support channel. The message should include: a one-line headline naming the caller and why this looks urgent, the full voicemail transcript in a quoted block, a one-sentence summary of the prior text history with that caller (or "no prior conversation" if there is none), and a recommended next step (e.g., "call back now", "escalate to on-call", "open a ticket and reply via SMS"). Use Slack's mrkdwn formatting and link out to the voicemail recording URL when available. Do not also send the auto-reply in this case.

If ROUTINE, use Quo's Send Text Message operation to text the caller back from the same Quo number they dialed. The reply should acknowledge the missed call by name if we have it, confirm we received the message, and give a realistic follow-up window. Keep it warm but brief, two short sentences max. Do not post anything to Slack in this case.

Configuration the user should be able to edit easily: the Slack channel for urgent alerts, the list of keywords or topics that bump a call to URGENT, the auto-reply text and follow-up window, the Quo phone numbers in scope (so they can opt a sales line in or out), and a toggle to bias even harder toward auto-reply when in doubt. Phone numbers must be in E.164 format when calling Quo. Handle Quo and Slack rate limits gracefully and never double-send the auto-reply if the workflow retries.

Additional information

What does this prompt do?

Listens for missed calls and voicemails on your Quo business number in real time.
Pulls the voicemail transcript plus the recent text history with that caller to understand the context.
Flags urgent or upset callers with a Slack alert that includes the transcript, a short context summary, and a recommended next step.
Texts routine callers back from the same Quo number letting them know the call was received and when to expect a follow-up.

What do I need to use this?

A Quo account where you can generate an API key (you must be a workspace Owner or Admin).
A Slack workspace and the channel where your support team watches for urgent customer issues.
A clear sense of which words or topics count as urgent for your business (refunds, outages, angry tone, deadlines, and similar).

How can I customize it?

Change the rules the agent uses to decide what counts as urgent versus routine.
Swap the Slack channel that receives urgent alerts, or send to a different channel for after-hours misses.
Edit the auto-reply text, including a custom follow-up window like "within two business hours" or "by tomorrow morning".
Tighten or loosen the bias toward auto-replying when context is sparse so quiet voicemails do not flood Slack.

Frequently asked questions

Will this work if a caller has never texted us before?

Yes. When there is no prior text history, the agent leans on the voicemail transcript alone and defaults to the polite auto-reply unless the message itself sounds urgent, so first-time callers still get a same-day acknowledgement.

Does the auto-reply go from the same number the caller dialed?

Yes. The text is sent from the same Quo phone number the caller tried to reach, so the reply lands in the existing thread on their phone and looks like a continuation of the conversation.

What stops Slack from getting spammed by every voicemail?

The agent only escalates to Slack when the voicemail or recent texts suggest a real issue, like a complaint, an outage, a deadline, or upset tone. Routine misses, like sales pings or unclear voicemails, get the auto-reply instead.

Do I need a Quo Business or Scale plan?

Voicemail transcripts are required for this to work well, so you need a Quo plan that includes voicemail transcription. If transcripts are not available on your plan, the agent will still send the auto-reply but will skip the Slack alert step.

Can different Quo numbers route to different Slack channels?

Yes. You can extend this so calls to your support line post in one channel and calls to your sales line post in another, with different auto-reply copy for each.