The salesperson should never start a call from a blank screen.
An AI-assisted brief pulls the contact history and turns it into a short, plain-English opener — not a script. The demo covers cold-call, warm-nurture and archive branches.
What triggers this workflow
Twilio (call), Chatwoot (chat) or Listmonk (email reply) fires an event with the contact ID.
Source: Channel reply event
Workflow steps
- Twenty CRMRead historyFetch the contact record, last 5 conversations and quote status from Twenty CRM.
- n8n + LLM stepSummariseOne-paragraph brief, suggested opener, and a single recommended action.
- n8nBranchCold-call, warm-nurture or archive — based on activity recency and consent.
- Chatwoot internal noteDeliverThe brief lands in Chatwoot as a private note for the assigned owner.
Tools used
Human handoff
Always a salesperson in the loop
The brief is a guide, not a script. The owner is free to rewrite the opener before using it; the workflow never sends the opener on its own.
- Customer explicitly asks to speak with a person
- Conversation is over 6 months old and consent is unclear
- Contact is on the agreed do-not-contact list
Try it in your browser
Edit the sample inputs, choose a branch, and see what the workflow produces. The sandbox runs offline — no accounts touched, no messages sent.
Try it in your browser
Edit the inputs, pick a branch, and see what the workflow produces. Runs entirely in your browser — no messages are sent, no accounts are touched.
1. Incoming channel activity
phone activity detected for Hannah. History: "Quote sent 2 weeks ago. No reply."
2. Branch handling
Handoff for Hannah. Suggested opener (use as a guide, not a script): "Hi Hannah, it's [Name] from [Business]. We've been trying to reach you about your quote — did anything put you off? Happy to talk it through or move on, whichever suits."
3. CRM snapshot
- Contact
- Hannah
- Channel
- phone
- History summary
- Quote sent 2 weeks ago. No reply.
- Suggested action
- cold-call-handoff
- Last activity
- Fri, 25 Sept, 2:44 am
Sample data only. Numbers, names and messages are placeholders for illustration. Wire the live workflow separately using the setup notes below.
Setup for production
Wiring it for production
Live deployment needs the source CRM, the LLM endpoint and a brief-review step.
- Connect Twenty CRM with read access to People, Notes and Quotes.
- Configure the LLM endpoint (self-hosted or hosted) — credentials stored in n8n, never in the workflow JSON.
- Add a human-review step in Chatwoot so the suggested opener is a draft, not an automatic send.
- Document the consent and do-not-contact lists in Twenty CRM so the archive branch respects them.
Production prerequisites
- Twenty CRM with a complete contact record
- LLM endpoint configured (no API keys checked into the workflow file)
- Consent and do-not-contact lists maintained in the CRM
Nothing here runs by default. Configuration has to be in place before any live send, booking or contact write.
Questions
Does the summary send anything on its own?
No. The summary is a draft brief delivered to Chatwoot as a private note. The owner reviews, rewrites if needed, and decides what to send or say.
What if the customer history is incomplete?
The brief flags gaps — for example 'no quote on file' or 'consent unclear since 2024-04'. Gaps are surfaced rather than fabricated.
More demos you can run in your browser
CRM Summary & Channel Handoff across the platform
Want this crm summary & channel handoff workflow running on your stack?
Pick the demo you're curious about or describe your own. We'll come back with what a real deployment looks like for your business — the workflow, the prerequisites, the people involved.