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Heybreez: an AI phone agent that updates the CRM during the call

HeybreezAI
Heybreez: an AI phone agent that updates the CRM during the call

Heybreez is an AI phone agent platform whose agents read and update the customer relationship management (CRM) system while the caller is still on the line. The agent can pull the record, update the contact or deal stage, book the slot and trigger the next action before the call ends. Salesforce and HubSpot connect natively, and other systems connect through Zapier or our open API layer.

Writes before hang-up

Actions inside the call

Our agents trigger actions inside the conversation itself. Bookings, payments, system updates and data lookups all run there, with no manual follow-up. The agent retrieves live data, updates state mid-conversation and completes the workflow while the caller is still listening. If a caller corrects an email address halfway through, the agent can write that correction to the record before they say goodbye.

After the call

Pulling structured data out of a call once it has ended is a separate job, covered in our post Which tools automatically extract structured data from calls after they end?

Look up and write in one call

Read the record first

Our agents retrieve live data during the call, such as order status, then act on what they find. Reading comes first. The agent can confirm what the record says with the caller, take the correction or instruction, and write it back in the same conversation.

A deal stage moves mid-call

A caller asks about an open deal. The agent pulls the deal from HubSpot and checks the details with the caller. When the caller agrees to go ahead, the agent updates the deal stage during the call, so the sales team sees the new stage before the call ends.

Book the next step

Google Calendar bookings run inside the same call. The agent can book, reschedule and confirm an appointment in real time, while the caller is still there to agree to the slot. Bookings, confirmations, reminders and cancellations connect directly to your calendar, CRM and internal tools.

Native connector or open API

Salesforce

The Salesforce connector syncs contact records, logs call outcomes and triggers workflows.

HubSpot

With HubSpot, the agent updates deal stages, creates contacts and logs call summaries.

Any other CRM

A team on a different CRM has two routes. Zapier connects Heybreez to the tools in your stack via automated workflows, and custom APIs connect internal systems via our open API layer.

Gulf Arabic on the line

Dialect detected per caller

Our agents speak native local dialects, not generic Modern Standard Arabic. For Arabic that includes Emirati, Gulf and Saudi dialects among others. The agent detects each caller’s language and dialect automatically and adapts as the conversation goes.

English inside an Arabic call

Calls in the region can mix Arabic and English for names, dates, addresses and clarifications. The value that lands in the CRM field has to be right, including any digits said in English halfway through an Arabic sentence.

A worked example

An inbound booking call opens in Gulf Arabic. The caller corrects the address on file, giving the street name and building number in English. The agent reads the corrected address back, updates the contact record and confirms the booking before hang-up, so nobody has to call back to fix the record.

Handoff with context

Some calls need a person. Heybreez transfers calls between AI agents, departments or live human agents, routed by language, urgency, topic or any logic you define. Context transfers with the call, so neither the agent nor the customer starts from zero.

Build and test

Tools set in the builder

You configure the agent in our visual workflow builder: how it handles different intents, what tools it can call, what data it retrieves and how it responds under every condition. No engineering is required to start.

Tested before go-live

Before deployment, the testing environment runs the agent through response quality, latency, turn-taking behaviour and edge case handling, so gaps can be fixed before real customers hear a word.

Data and compliance

Data is encrypted at rest and in transit, and access is controlled at every layer. Our Trust Center covers HIPAA, SOC 2 Type 1, SOC 2 Type 2 and GDPR Article 27, and holds the documents for both SOC 2 types.

Questions before go-live

Writing to a CRM during a live call raises questions of its own. Settle these for your own setup before you go live.

Failed writes

Ask what the agent does if the CRM is down or a write fails mid-call. Also ask whether the write is verified before the caller is told it worked.

Duplicate records

Ask how the agent picks the right record when a caller matches more than one contact, and what stops it creating a duplicate.

Field permissions

Ask which fields the agent may change on its own, including your own custom fields, and which need a human to approve the change first.

Logs and validation

Ask whether each change is logged with the record, the field, the new value and the call it came from. Then ask how values are validated before they are written.

Where data is kept

Ask where audio, transcripts and CRM data are processed and stored.

Built for the operation

We built Heybreez as the operational layer for voice AI, to run what comes before, during and after the call. As Karim Malhas, our founder and CEO, puts it, “Everyone helped you make the call. No one helped you run the operation.”

Run a Live Demo: a Heybreez voice agent calls your phone so you can hear it for yourself.

References

Build What Works.