01
Workflow Trigger
An event in your business systems starts the workflow — no manual lists or campaign builds.
Examples
- Booking created
- Appointment due
- Payment overdue
- Delivery scheduled
- Quote sent
How it works
From trigger to outcome - without the manual chase
Ella plugs into the systems you use, runs your outreach playbook on the right channels, and writes every outcome back where your team can see it.
Step 1
Trigger
Booking, payment, appointment
Step 2
SMS / WhatsApp
Fast first contact
Step 3
Voice escalation
When it matters
Step 4
Human handoff
When required
Step 5
CRM updated
Outcome recorded
02
Channel Selection
Ella picks the right channel for each customer based on consent, history and the workflow type.
Examples
- SMS for simple confirmations
- WhatsApp for interactive journeys
- Voice for high-value or unresolved cases
SMS WhatsApp Voice
03
Automated Engagement
Ella sends the message or places the call using your approved workflow content and brand voice.
Examples
- Templated SMS
- Conversational WhatsApp flows
- Natural AI voice conversations
04
Response Handling
Every reply is captured, classified and routed — including silence.
Examples
- Confirmed
- Cancelled
- Rescheduled
- Callback requested
- No response
05
Escalation
Ella escalates when the conversation needs a human — handing context to your team without dropping the thread.
Examples
- Voice escalation from messaging
- Live agent handoff
- Task creation in your service desk
06
Integration & Reporting
Outcomes flow back into the systems your team already uses, with dashboards that show what's working.
Examples
- CRM updates
- Booking system writes
- Calendar updates
- Ticketing platform sync
Ella Outreach · Today
LiveSent
1,284
+18% vs last week
Confirmed
892
69.5% confirm rate
Rescheduled
146
Callbacks
58
Assigned to agents
Recent activity
- S. Patel· Confirmed dental appointment2m
- M. Wright· Rebooked engineer visit5m
- L. Chen· Payment plan agreed12m