AI Business Automation & Workflow Design with Make.com

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1

Hi Makers,

I’m Antonio Manco, an Operations & Business Process specialist who has expanded into AI, workflow automation and Make.com.

My approach starts from the business process, not from the tool.

I analyse where a business is losing time, information or customers, then design practical workflows using Make.com, AI and the tools the business already uses.

What I can help with

• Business process analysis and workflow design
• Make.com automation workflows
• AI-assisted business processes
• Lead and customer management
• Customer intake and qualification
• CRM and customer journey workflows
• Follow-up and retention automation
• Data flows between business tools
• Repetitive administrative and commercial tasks
• Review and optimization of existing workflows

My approach

Business Need → Process Analysis → Workflow Design → AI → Make.com Automation → Testing → Optimization

I am particularly interested in working with small businesses, agencies and service companies that have repetitive processes but do not need unnecessarily complex software.

Examples of my work

EG Tya Assistente
An AI-based commercial assistance system designed to manage first customer contact, product and catalog information, customer qualification and automated conversation workflows using AI and Make.com.

EG-Pizza OS
A vertical business automation concept for pizzerias and take-away businesses, connecting order management, production scheduling, upselling, customer data and retention workflows.

EG-Hunter AI
An AI-based opportunity scouting and decision-support system designed to help organizations identify and evaluate relevant opportunities.

These are my own projects and prototypes, developed to explore practical business automation scenarios.

What I am looking for

I’m open to:

• small fixed-scope automation projects
• workflow analysis and optimization
• Make.com implementation work
• collaboration with agencies and automation specialists
• ongoing support for business workflows

I prefer to start with a clearly defined business problem and a practical scope rather than proposing unnecessary complexity.

If you have a process that is currently manual, repetitive, fragmented or difficult to manage, feel free to contact me.

I’m happy to discuss the process first and determine whether automation is actually worthwhile.

Antonio Manco
AI Business Automation & Business Process Specialist
Operations Management | Process Optimization | AI | Make.com

3

Hi Antonio, welcome! I really like that you start with the process and not the tool.

I’m Cindy, I’m an RN who moved into AI automation. Most of what I build is on the voice side, AI receptionists and phone agents with Vapi and Retell, mostly for law firms, realtors and med spas.

You mentioned you’re open to working with other automation people, and I’d love that. A lot of my projects need solid Make work behind the call, like getting the intake into the CRM and starting the follow up, so it’d be great to know someone who’s good at that.

I’m also curious about Tya Assistente. Is it mostly chat, or have you ever put a voice layer on that first contact part?

Feel free to message me here anytime.

Cindy

5

Hi Cindy,

Thank you for reaching out. I really appreciate your message, and I think there could be a very interesting fit between our areas of expertise.

Your work with Vapi and Retell is particularly interesting to me because my focus is mainly on the business-process and automation side: what happens before, during and after the interaction with the customer.

Regarding Tya Assistente, it started primarily as a conversational AI assistant for first customer contact, including product/catalog information, customer qualification and customer journey management, with Make.com handling the automation workflows.

I have also added voice-message processing to the system. When an interlocutor sends a voice message, Tya can transcribe and interpret it, and then process the request and respond in text. This means I have already worked on the audio → understanding → automation → response part of the workflow, although Tya is not currently a production Vapi/Retell voice agent.

This is actually why I think our skills could complement each other very well.

For example:

Vapi / Retell → Make.com → CRM / Data → Follow-up → Retention

You could focus on the voice-agent side, while I could work on the business logic, Make.com workflows, CRM integration and the processes that happen around the conversation.

I would definitely be interested in exploring a collaboration, even starting with a small practical project to see how our approaches work together.

And of course, I’d be happy to show you more about Tya Assistente and the architecture I have been developing.

Thanks again for reaching out, Cindy. I look forward to hearing more about your projects.

Tony

12

Hi Tony,

Sorry it took me six days to get back to you. Your reply never showed up in my notifications and I only saw it this morning, so I apologize for leaving you hanging.

That split makes sense to me. Voice on my side, everything after the call on yours.

The part that gets messy in my projects is exactly the part you described. The call goes well, the agent gets the name, the reason for the call, the timing, and then all of that has to land somewhere and actually start a follow up. That’s the piece I’d rather hand to someone who lives in Make than keep patching myself.

For a small first project I’d like to use one of my real estate clients. Someone calls about a listing, the agent qualifies them and books a tour, and then the intake has to hit the CRM and kick off the follow up. I can get the voice side working and hand you a clean payload, and we’d both get a feel for how the other one works before we take on anything bigger.

And yes, I’d like to see Tya. If you want to set up a call and walk me through the architecture, I’m happy to show you a live agent on my end too. I’m in California, so I have a lot of flexibility in your morning.

Cindy

16

Hi Cindy,

Thanks for getting back to me, and no worries at all about the delay.

I agree — I think starting with a small real estate project is a very good way for us to test the workflow and see how we work together.

I’d definitely like to see your live agent and understand what kind of structured payload you can provide. On my side, I’d like to map out the Make workflow around the CRM and follow-up process so we can make the call as practical as possible.

Let’s set up a call in the next few days. Your morning works well for me, so I’ll take a little time to prepare the workflow structure and then we can choose a time that works for both of us.

Looking forward to seeing the agent and discussing the project with you.

Best,
Tony

19

Hi Tony,

Sounds good, let’s get it on the calendar.

On the payload, here is what I can hand you. When the call ends the agent fires a webhook with a JSON body and you would catch it in Make. The fields I control are the ones I have the agent collect: caller name, phone, email, which listing they called about, whether they are a buyer or a seller, whether they are already pre-approved, their price range, and the tour window they asked for. On top of that the platform gives you the transcript, a short summary of the call, the recording URL, how long the call ran, and whether the caller got all the way to asking for a tour or dropped off partway. So you get the clean structured fields plus the raw call if you ever need to go back and check what was really said.

Two things about that payload that will shape your side.

First, if the caller never gives a field, it comes through empty rather than guessed. The agent is not allowed to invent anything, so the workflow has to expect blanks on some calls.

Second, what you are catching is a tour REQUEST, not a confirmed appointment. The agent qualifies the caller and captures the window they asked for, but it does not put anything on a calendar. I took the booking language out of the agent on purpose a couple of weeks ago. There was no calendar function behind it, so the agent saying you are booked was just words, and a double booking is the fastest way to lose an agent’s trust.

That leaves a real question for the trial and it might be a good one for you. The booking can live in two places. Either I wire a calendar function into the voice agent so it books during the call, or you take the request in Make afterward, check the agent’s calendar, book it and send the confirmation. The second one sits squarely in your half. Tell me which way you would rather build it and I will shape my side to match.

Two things you can look at before we talk, so you can see what I mean by the part around the call:

A sample command center for a real estate office. It is the view of everything running around the calls, the lead response, the follow up sequences, the review requests, and a queue of the things that still need a person.

A sample broker portal. Click any name to sign in, no password needed. That one is really about permissions. The broker sees everything, the agents only see their own book, the assistant sees no commissions at all, and a client only ever sees their own file. The brokerage and everyone in it are made up.

Here is my calendar: https://calendar.app.google/idpo4m7u1u6Ebmeo7

It should show the times in your time zone and my mornings are open. Grab whatever works for you. I will have a live agent up so you can hear it take a call, and I would still like to see Tya while we are on.

Cindy

20

Hi Cindy,

Thanks for the thorough breakdown—it really helps map out the architecture. Your point about removing the direct booking language to protect trust makes complete sense, and the hybrid approach (voice gathering the request + Make handling the backend calendar check and confirmation) is definitely the cleanest way to go.

I’m currently wrapping up a few things on my end and reviewing the demo links you shared. Let me get my schedule locked in over the next day or so, and I’ll grab a slot on your calendar. Looking forward to hearing your live agent and showing you Tya soon.

Talk soon, Tony