Release Highlights – 10th Aug 2026
Automate Customer Journeys from Incoming Voice Calls
Every incoming customer call is an opportunity to deliver timely, personalized engagement. Manually initiating follow-up workflows after a call can delay responses, create inconsistent customer experiences, and increase operational effort.
Conversive now enables Journey Builder to automatically trigger customer journeys from incoming voice calls. As soon as a customer calls a configured voice number, a Journey instance is created using the caller’s phone number as the primary identifier. Once the call ends, the Journey continues with the configured engagement and automation steps.
What’s New
- Automatic Voice Call Triggers: Start a Journey instantly when a customer calls a configured voice number.
- Caller-Based Journey Identification: Use the caller’s phone number as the primary identifier to maintain customer context throughout the journey.
- Post-Call Journey Automation: Automatically continue engagement workflows after the incoming call is completed.
- Support for Concurrent Calls: Create independent Journey instances for simultaneous incoming calls without merging customer interactions.
- Built-in Journey Activity Tracking: Record each voice-triggered Journey in the activity log for improved visibility and troubleshooting.
How It Works
When a customer places an incoming call to a configured Voice Sender ID, Conversive automatically creates a new Journey instance. The caller’s phone number is used to identify the customer, ensuring context is preserved throughout the workflow.
After the call is completed, the Journey progresses through the configured actions — including AI agents, notifications, conversation flows, reminders, or other engagement activities. Each triggered Journey is recorded in the activity log for monitoring and analysis.
Steps to Configure
- Open Journey Builder in Conversive.
- Create a new Journey or edit an existing one.
- Configure the Start node and select Voice Sender ID as the trigger.
- Add and configure the Incoming Voice Talk node.
- Design the post-call engagement workflow using the required Journey actions.
- Save and activate the Journey.
Who Benefits
- Customer Experience Teams: Deliver immediate, personalized engagement after every incoming customer call.
- Contact Center Teams: Automate post-call workflows while preserving caller context across interactions.
- Operations Teams: Manage simultaneous incoming calls with independent Journey execution and built-in activity tracking.
- Business Administrators: Design voice-driven customer journeys without manual intervention using Journey Builder.
Unify Two-Way Business Messaging with Nylas Integration
Managing business conversations across multiple messaging platforms can create fragmented customer experiences and increase operational complexity. Without a unified workspace, teams must switch between applications to view incoming messages, send replies, and monitor message delivery.
Conversive now integrates with Nylas as a messaging provider, enabling organizations to manage two-way messaging from a single platform. With secure authentication, automatic incoming message synchronization, outbound messaging, and built-in delivery reliability, teams can streamline customer communications directly within Converse Desk.
What’s New
- Seamless Nylas Integration: Connect and authenticate your Nylas account directly within Conversive.
- Automatic Incoming Message Sync: Receive Nylas messages in real time and manage them from Converse Desk.
- Two-Way Messaging Support: Send outgoing messages through the connected Nylas messaging provider without leaving Conversive.
- Reliable Message Delivery: Benefit from automated error handling and retry mechanisms for more dependable outbound messaging.
- Unified Conversation Management: Manage incoming and outgoing Nylas conversations from a centralized workspace.
How It Works
After authenticating your Nylas account, Conversive establishes a secure connection with the messaging provider. Incoming messages are automatically synchronized and displayed in Converse Desk, while outgoing messages are routed through Nylas. Built-in error handling and retry logic help improve message delivery reliability for outbound communications.
Steps to Configure
- Navigate to Integrations in Conversive.
- Select Nylas as your messaging provider.
- Complete the authentication and connection setup.
- Verify that incoming messages are synchronized to Converse Desk.
- Begin sending and receiving messages through the connected Nylas account.
Who Benefits
- Customer Support Teams: Manage two-way customer conversations from a single workspace.
- Sales Teams: Respond to customer messages quickly without switching between platforms.
- Operations Teams: Improve messaging reliability with automated synchronization and delivery retries.
- Business Administrators: Configure and manage Nylas integration securely within Conversive.