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You can connect your Phonely workflows to Google Sheets to instantly retrieve or update live data during calls. This is useful for real-time order tracking, customer data lookups, or referencing information stored in spreadsheets, without any manual work. With this integration, you can:
  • Look up order information in real time, such as status, shipping date, or product details.
  • Automate responses to common order inquiries without human intervention.
  • Leverage Google Sheets to store and organize data for seamless integration with Phonely.

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Example Use Case

Let’s say a customer calls to check their order status. Instead of transferring them to a support agent, Phonely can automatically:
  1. Ask for their order number.
  2. Search Google Sheets for that order.
  3. Retrieve and speak the live order status and shipping date back to the customer.
1

Start a New Flow

  1. From the Agent Design menu, click Create Flow.
  2. Add a Start Flow block to define when the flow should trigger.
    • Example trigger: “When a customer asks about their order.”
  3. Add a Collect or Ask Exactly block to capture the order number or any variable you’ll use for lookup.
2

Add the Google Sheets Action

  1. Click the (+) icon below your block to add a new connection.
  2. Under Live Call Actions, select Google Sheets.
  3. Choose the action Search a Row from the dropdown.
    • This action allows Phonely to search your sheet for a value (e.g., an order number) and return matching data.
  4. Click Connect to Google Sheets to begin linking your account. Google Sheets Integration
3

Link Your Google Account

  1. A browser window will appear asking you to choose a Google account.
  2. Log in and grant Phonely permission to access your Sheets.
Your login credentials are never stored by Phonely.
  1. After authorization, the Connect to Continue button will activate.
  2. Click it to proceed.
4

Configure the Search

  1. Select Spreadsheet and Tab - Choose the Google Sheet you want to connect under Spreadsheet, then select the specific Tab (worksheet) that contains your data.
  2. Sync Columns - Click Sync Column Names to automatically fetch all column headers from your sheet for use in conditions or variable mapping.
  3. Include All Data (Optional) - You can enable Include all data in agent context if you want Phonely to load all search results into the AI’s context for later use in conversation.
  4. Define Search Conditions - Under Conditions, specify how Phonely should search for the data:
    • Click Add Condition
    • Select a field (e.g., order_number)
    • Choose a comparison type (e.g., is equal to)
    • Enter the matching variable or value (e.g., the caller’s provided order number)
      If multiple rows match, Phonely will return the first row by default.
Configure Google Sheets Connection
  1. Advanced Settings (Optional) — Enable Interim Message to let the caller know the agent is processing their request (e.g., “Please hold while I look that up”).
Next steps
  • Continue — Once everything is configured, click Continue to move to the Test step.
  • Test the Connection — Click Test to confirm that Phonely can successfully find a row in your selected sheet.
If you set any conditions earlier, testing will search for a row in your spreadsheet that matches those conditions. You can skip this test if you’re confident in your setup.
  • If successful, you’ll see a “Match found” message showing the returned data.
  • You can also choose Skip Test if you’re confident in your setup. Test Google Sheets Connection
5

Test and Publish

  1. Click Test Your Agent to simulate a call and verify that the correct data is fetched.
  2. If everything works, click Publish to make the workflow live.
  3. Any time a customer calls about their order, Phonely will automatically look up the latest data in Google Sheets.
6

Handle Success and Error Paths

Once the search action runs, Phonely creates two possible branches:
  • Success — the data was found in Google Sheets.
  • Error — no match was found or the sheet could not be accessed.
Under each branch, you can add blocks to:
  • Speak or message the result.
  • Apologize or ask for a new input if no match is found.
Example:
  • On Success → Say Exactly:
    “Your order status is order_status and your expected delivery date is ship_date.”
  • On Error → Say Exactly:
    “I couldn’t find that order number. Could you repeat it once more?”

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Common Use Cases

ScenarioExample
Order trackingRetrieve order status, ship date, and tracking link
Appointment lookupFind next available appointment or meeting details
Support infoPull troubleshooting steps or policy details from a shared sheet
CRM syncSearch or log caller details during inbound calls
Pro Tips
  1. Automate Updates: Use tools like Zapier to automatically update your Google Sheets with new order data from your CRM or shipping provider.
  2. Include Multiple Variables: Add as much relevant data as possible (e.g., product details, tracking numbers) for a more comprehensive response.
  3. Optimize Workflow Logic: Use filters to ensure accurate matches between customer input and your data.

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Conclusion

With Phonely’s Google Sheets integration, you can automate complex tasks, such as order tracking, and provide real-time, accurate updates to your customers. This setup reduces the need for manual intervention, saving time and improving customer satisfaction.