🎥 Recording & Recap: Building AI-Powered CX Solutions with Make and Voiceflow

Live Sessions
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Hey Makers :waving_hand:

A huge thank-you to everyone who joined our Community Live Session: Building AI-Powered CX Solutions with Make and Voiceflow!

It was amazing to see so many of you there. For those who couldn’t make it, or if you’d like to revisit the sneak-peak of what’s coming at Make, we’ve got everything you need right here.

:movie_camera: Full recording

Catch the full session here:

:man_raising_hand: Q&A from the session

:purple_circle: Q1: Can you explain the difference about scenario and webhook response?

A: In Make, you have 3 different ways to call a scenario from another one, or from an external application:

  • webhooks: it’s the historical way to let external applications call a scenario. this type of scenario listens to a specific URL for requests. In the scenario, if you want to return a value, you will use a “webhook Response” module and you will configure the headers and body of the response. See this url (https://academy.make.com/courses/IntermediateC04) for an academy course about webhooks.
  • Make API: Make provides an API that allows external applications to run scenarios. In that case, you execute scenarios that are not exposed through a webhook, and if you want to return a value, you will use “Scenario/Return output” as well as scenario input/output variables. See here (Scenarios | Make API | Make Developer Hub) for details about the API.
  • using subscenarios: This option allows you to build subscenarios and to call them from another scenario or from other solutions such as VoiceFlow. Make exposes the subscenarios as MCP Tools for AI solutions. When you want to return a value, you have to use “Scenario/Return output”. See here (Subscenarios - Help Center) for more information about subscenarios, and here (Make MCP Server | MCP Server | Make Developer Hub) information about Make as a MCP Server.

:purple_circle: Q2: is the datastore within Make?

A: Yes, Make provides a Data Store. See here (Data stores - Help Center) for more information.

:purple_circle: Q3: What is the benefit of these tools if I’m already using a helpdesk like Gorgias that has all this built in?

A: This will depend on your use-case. the built-in tools that you get from other solutions could be enough for your needs, but if you want a specific integration with third-party applications that are not provided, or if you want to build advanced logic or want to limit access of your data to the AI Agent/LLM, you can build the tools in Make and customize anything you want. The benefit of Make is its capability to integrate with more than 3000 applications and to build complex logic, to expose fine-grained tools to the AI Agents and LLMs.

:purple_circle: Q4: Is the datastore or collected of potential client accessible to make users?

A: Working on it! We believe in the coming weeks.

:purple_circle: Q5: What is the maximum payload that can be passed to a sub-scenario ?

A: Users that have access to the Make Organization or Team that has the DataStore can see the data. The community live session was a way to show how to integrate VoiceFlow and Make; in real use-case, you wouldn’t direclty store PII in the DataStore. Instead, you can use encryption and hashing mechanisms that are provided by Make. For example, emails can be hashed with for example SHA512, and any personal data can be encrypted with AES or PGP before the data is stored in the Data Store.

:purple_circle: Q6: I’d love to know if Make can be used to start a two-way conversation in Slack, from Intercom. Intercom <> Slack integration allows a two-conversation to start from Slack, but not the other way around.
We used Slack for internal discussions, not clients.

A: Yes, Make allow you to start a conversation from both products. Our Slack integration allows you to trigger a scenario when a new message is posted in a channel or to a bot, and our Intercom integration allows you to trigger a scenario when an event occurs in the product (call started, call ended, contact lead created, etc). Each scenario would then push messages to the other application. Note that you’ll be able to use the VoiceFlow App to call an AI Agent when a conversation starts.

:purple_circle: Q7: What is we use other emails other than gmail?

A: Sure, Make can integrate with many email systems, including Microsoft 365 Email, or via SMTP.

:purple_circle: Q8: Does challenge and credits for free is also available for current customers?

A: Yes, the Make credits are available for free for existing customers, as for the Voiceflow Pro Plan you need to open a new account. You can find all the details in the challenge info.

:purple_circle: Q9: what are you looking for in the challenge. large, production ready. various aspects covered? any hints?

A: The key things that are evaluated in the challenge are: Innovation, Relevancy, Design, Efficiency, Scalability and Sustainability. Your solution does not need to be perfect, but if it is done in a clever way, tackles a real problem, and can be scalable to be used by others - you’re on a good path :slight_smile:

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