RetellAI Integration with espoCRM, SMTP & API

Create a flow in make.com (note: many of the connections are already created within make.com, you can see them at https://us2.make.com/520489/connections) that integrates Retellai.com with:

espoCRM: As a data repository
SMTP: Sending OTP emails
API Infobip/Zadarma: Sending SMS

Instructions:

Use JSON code to set the time to America/Costa_Rica:
https://www.timeapi.io/api/Time/current/zone?timeZone=America/Costa_Rica

Use the following dynamic variables:
First Name
Last Name
Identification
Phone
Email
OTP (Randomly generated 4-digit OTP)

Incoming Calls:

The following variables are used:

Identification
OTP:
OTP Sending: The OTP is sent via SMS (Phone) or Email to the customer using the SMS/EMAIL channels.
OTP Verification: The agent requests the OTP from the customer and compares it with the OTP variable. Two outcomes are possible:
a. OTP matches: The agent is authorized to retrieve and provide the customer with information related to their data in the system.
b. OTP does not match: The agent can request a new OTP from the customer. If it still does not match, the call is terminated.

Outgoing Calls:

When answering the call, the agent requests the last 4 digits of the customer's identification number and compares them with the Identification variable stored in the data source (e.g., espoCRM, etc.). The following events can occur:

a. The last 4 digits match: The agent is authorized to retrieve and provide the customer with information related to their data in the CRM (e.g., collections, customer service, etc.).
b. The last 4 digits do not match: The agent can ask the customer for the last 4 digits again. If they still do not match, the call is terminated.