UFG Works Rep Guide -> Automation

Automation

Know exactly what the system handles and where the rep still has to act.

This page exists to remove ambiguity. It shows what is manual, what is automated, and what is still deliberately not automated in the current build.

Current Automation Scope

What the reconciler does
The live reconciler watches recent tagged outbound Aircall calls from the active UFG outbound numbers and runs on a short schedule during business hours. It is built to move the queue after the rep chooses the right outcome.

Automated

  • Read recent tagged Aircall calls on the UFG outbound numbers.
  • Mark the current call activity done.
  • Update the lead status.
  • Create one next activity only.
  • Sweep away stale duplicate human activities on the same lead.
  • Run the voicemail ladder.
  • Create or reuse a deal for qualified meetings.
  • Sync safe Pipedrive contacts and org front-door records into Aircall.

Still Manual

  • Launch the call from Pipedrive.
  • Choose the tag.
  • Create or update a real person when new contact info is learned.
  • Send the actual email.
  • Send the calendar invite.
  • Resolve ambiguous multi-contact or shared-line edge cases.
Not automated yet
True Gmail or Outlook draft creation, calendar event creation, mandatory-tagging setup itself, inbound-call disposition handling, and ambiguous multi-contact resolution still require human action.

Lead Inbox Behavior

Why reps used to see Yesterday after they already called
Pipedrive Leads Inbox follows the lead's open next activity. If the lead had two open human activities, the inbox often stayed anchored to the older overdue one. That made it look like the rep had not worked the lead even though a newer follow-up existed.

What happens now

  • The reconciler closes the current call after a valid tag.
  • It creates the one right next activity for the outcome.
  • It runs a stale-activity sweep to remove extra open calls or emails on the same lead.
  • The system now enforces one lead = one open human activity.

When reps still need to care

  • If a call was never tagged, nothing will move.
  • If the number match is ambiguous, the system may hold off on changes.
  • If someone manually creates extra activities as notes, the queue can still get noisy until the sweep catches them.

Manual vs Automated Reference

Step Manual Automated Not Automated Yet
Place the call Rep clicks the call from Pipedrive while Aircall stays open and connected. No. Auto-dial campaign behavior is outside this guide.
Choose disposition Rep must tag the call. No. The system will not infer an untagged call.
Move the queue No, unless something broke. Yes. The reconciler closes the current call, creates one next step, and removes stale duplicate open activities on the same lead. Nothing moves if the call is untagged.
Create the follow-up date No, unless the automation missed. Yes. It uses business-day follow-up logic and the voicemail ladder. Special one-off callback dates still need rep attention.
Follow-up email Rep sends it. Suggested draft content is added to the email activity note. True Gmail or Outlook draft creation is not live.
Meeting booking Rep books the meeting and sends invite. Deal creation or reuse and next task placement are automated for qualified meetings. Calendar event creation is not automated.
Lead ownership Ops may rebalance owners in batches. Existing rebalance rules protect recently touched Keith leads. Tagging a call does not change the owner.
Aircall contact cleanup Ops reviews edge cases. Safe Pipedrive contacts and org front-door records can sync to Aircall. Ambiguous shared-line cases still need judgment.