Shared Multi-client Automation System (Make.com)

PROJECT TITLE

Build a Shared Multi-Client Make.com Automation for Receptionistas


ABOUT THE BUSINESS

Receptionistas is a UK-based AI receptionist service.

Each client has their own business information, telephone number, Retell AI agent, call-handling rules, emergency instructions, notification preferences and, in some cases, calendar or CRM connection.

We want to avoid building a completely separate Make.com scenario for every client.


CURRENT PROGRESS

We already have working prototype automations for:

1. Squarespace purchase detection
2. Product identification by SKU
3. Recording purchases in Google Sheets
4. Automatically emailing the purchaser a Google Business Profile form
5. Recording Business Profile responses in Google Sheets
6. Generating onboarding tasks from reusable task templates

We are separately developing a process that will convert each completed Business Profile into a draft Retell/Mia prompt.

The next requirement is the shared multi-client architecture.


PROJECT OBJECTIVE

Design and build a reusable, configuration-driven Make.com system that can support multiple Receptionistas clients without copying the full scenario for every client.

Each client should have their own Retell agent and telephone number, but the ongoing Make.com workflow should be shared wherever practical.

The shared scenario should:

1. Receive a Retell webhook after a call
2. Identify which client the call belongs to
3. Load that client’s settings from a client reference/configuration table
4. Confirm the client is active
5. Extract and standardise the relevant call information
6. Log the call in a central call log
7. Send the correct notification to that client
8. Apply the client’s escalation or urgent-call rules where appropriate
9. Record successful processing and errors
10. Prevent the same webhook or call from being processed twice


PREFERRED CLIENT IDENTIFICATION

The scenario should be able to identify the client using one or more of:

- Retell Agent ID
- Retell telephone number
- Called telephone number
- Client ID

Please recommend the most reliable identifier and explain why.


CLIENT CONFIGURATION TABLE

We expect to use a central client reference table containing fields such as:

- Client ID
- Business name
- Service status
- Retell Agent ID
- Retell telephone number
- Notification email
- Notification telephone number
- Notification method
- Transfer number
- Opening hours
- Urgent contact name
- Urgent contact number
- Urgent-call instructions
- Appointment-booking enabled
- Calendar type
- CRM type
- Prompt document URL
- Created date
- Updated date
- Notes

Google Sheets may be used for the initial version, but please advise whether a Make Data Store, Airtable or another database would be more suitable for the live production system.


REQUIRED ARCHITECTURE

We do not want one enormous, fragile scenario or a full duplicated scenario for every client.

We are interested in a hybrid architecture using:

- Shared core scenarios
- Reusable sub-scenarios
- Central client configuration
- Small client-specific extensions only where necessary
- Secure separation of credentials
- Central logging and monitoring
- Documented onboarding and maintenance procedures

A normal new client should be onboarded mainly by:

1. Creating or completing their client configuration record
2. Creating their Retell agent
3. Entering the Retell Agent ID and telephone number
4. Connecting any required calendar or CRM account
5. Testing the service
6. Changing the client status to Active

We should not need to rebuild routers, filters, mappings and notifications for every standard client.


V1 DELIVERABLES

Please quote initially for a working V1 containing:

1. A recommended client configuration structure
2. One shared Retell post-call Make.com scenario
3. Client lookup and validation
4. Call logging
5. Email notification to the matched client
6. Duplicate-call protection
7. Handling for unknown or inactive clients
8. Basic error handling and alerts
9. Testing with at least two dummy client records
10. Clear documentation
11. A short recorded walkthrough
12. All work built inside our Make.com account
13. Transfer of all scenarios, documentation and ownership to us


OPTIONAL PHASE-TWO FEATURES

Please price these separately rather than including them automatically:

- SMS or WhatsApp notifications
- Calendar booking
- CRM integrations
- Automated Retell agent creation
- Automated Retell prompt updates
- Live call-transfer logic
- Client dashboards
- More advanced retry and escalation rules
- Migration from Google Sheets to a database
- Automated client onboarding from the Business Profile


SECURITY REQUIREMENTS

The solution must:

- Validate Retell webhook authenticity where supported
- Avoid storing passwords or API secrets in Google Sheets
- Keep credentials in appropriate secure connections or secret storage
- Prevent one client from receiving another client’s data
- Include protection against duplicate events
- Record failures without exposing sensitive information
- Follow sensible UK GDPR data-handling practices

Please explain how you would separate client data and credentials.


DOCUMENTATION REQUIRED

Please provide:

- Architecture diagram
- Scenario map
- Client table field guide
- New-client onboarding checklist
- Testing checklist
- Error-handling guide
- Instructions for pausing or cancelling a client
- Instructions for adding a client-specific integration
- List of any ongoing third-party costs


IMPORTANT QUESTION

Please explain how your design ensures that onboarding client number 50 requires approximately the same process as onboarding client number 5.


PLEASE INCLUDE IN YOUR RESPONSE

1. Your proposed architecture
2. Whether you recommend Google Sheets, Make Data Store, Airtable or another database
3. Examples of similar multi-client Make.com systems you have built
4. Your experience with Retell AI, Twilio, SIP or voice-agent systems
5. Estimated timescale for the V1
6. Fixed price or expected number of hours
7. What information and access you require from us
8. What is excluded from your quotation
9. Whether you will provide post-delivery support
10. Confirmation that everything will be built in our accounts