Vocode / LoopGPT - Call Routing With Vapi, Zapier, and Google Sheets
Rishad Al Islam
System Overview
What it is: A demo project that used Vapi voice agents integrated with Zapier to manage inbound calls. The system routed calls to human agents when needed, logged call details into Google Sheets, and triggered automated follow-up emails.
Core capabilities
- AI-powered call intake with Vapi voice agents
- Automatic routing of calls to available human agents
- Real-time logging of caller details and outcomes in Google Sheets
- Triggering of follow-up emails based on call context
- Notifications to teams for priority calls
- Integration with Zapier for workflow automation across systems
- Analytics dashboard for engagement and call performance
Business problems solved
- Reduce missed calls and delays in connecting to agents
- Ensure every call is logged and tracked automatically
- Provide consistent follow-up communication without manual effort
- Improve efficiency of demo and support processes
- Centralize call data for reporting and analysis
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Industries served
Customer support, SaaS demos, B2B services, telecom, marketplaces.
Actor Identification
Primary actor: Customer or prospect calling into the system.
Secondary actors: Vapi voice agent, Zapier automation engine, Google Sheets, human agents, email service.
Actor Goals
- Customer/Prospect: Get routed to the right person quickly and receive timely follow-up.
- Human Agent: Receive calls with context and reduce manual admin tasks.
- Voice Agent: Handle intake, decide when to escalate, and pass data to Zapier.
- Automation System: Log call details, send emails, and notify teams.
Context and Preconditions
- Vapi voice agent configured with call routing flow
- Zapier connected to Google Sheets and email platform
- Call routing rules defined for escalation to human agents
- Follow-up email templates created in the email system
- Logging structure set in Google Sheets for call records
Basic Flow (Successful Scenario)
- Customer calls into the Vapi-powered line.
- Voice agent greets and collects caller’s intent.
- If human support is required, Zapier routes call to the right agent.
- Call details (name, intent, timestamp) are logged into Google Sheets automatically.
- Zapier triggers a follow-up email thanking the caller or confirming next steps.
- If high-priority, team receives Slack/email alert for awareness.
Outcome: Calls are routed instantly, data is logged automatically and follow-up emails are sent without manual effort - leading to faster responses and better engagement.
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Alternate Flows
A1: Low ASR confidence: If intent is unclear, voice agent requests clarification before routing.
A2: Human agent unavailable: If no agent is available, Zapier queues the request and sends an estimated callback time.
A3: Google Sheets API error: If logging fails, Zapier retries or sends fallback notification to admin.
A4: Email delivery failure: If follow-up email bounces, Zapier notifies the team for manual outreach.