Dmitry k
Automation Architect & AI Integrator
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Enterprise-Grade VoIP & CRM Automation (Twilio + Make.com (http://Make.com) + KommoCRM)
Project Overview: Development of a highly reliable, serverless VoIP telephony
architecture for a US-based sales team. The goal was to build a flawless,
automated connection between Twilio and KommoCRM, completely eliminating lost
leads and the technical limitations of standard mobile SIP clients.
How the System Works (Key Features):
Hybrid Routing (SIP + GSM): Inbound calls are routed directly to managers' GSM
cell phones to bypass iOS background restrictions. Outbound calls can be made
via a SIP app (Zoiper) or through a custom GSM Callback feature (dialing from a
personal cell via Twilio), keeping the corporate Caller ID strictly masked and
STIR/SHAKEN compliant.
Stateless Round-Robin & Sticky Routing: New clients are distributed 50/50
among sales reps using a time-based routing algorithm. Returning clients bypass
the queue and are instantly routed to their dedicated Account Executive via CRM
database queries.
TwiML State Machine: A custom-built State Machine in Make.com (http://Make.com) tracks real-time
call statuses. If a manager hangs up, the system forces a client-side
disconnect, preventing phantom voicemails and duplicate CRM logs (a common issue
with sequential TwiML).
Ghost Call Interceptor: "Short abandoned calls" (e.g., a client drops the call
during the first few seconds of the voicemail greeting) are accurately flagged
as Missed Calls. The system automatically creates emergency tasks in the CRM,
ensuring zero lost leads.
Direct CRM Audio Playback: All call recordings are downloaded from Twilio and
stored in Dropbox. Direct links (?raw=1) are sent to KommoCRM, allowing managers
to play calls directly inside the CRM interface without Google Drive CORS
errors.
Tech Stack: Twilio (Programmable Voice, TwiML), Make.com (http://Make.com) (Webhooks, Routers, API
integrations), KommoCRM, Dropbox.
Need a scalable, fail-safe VoIP architecture for your business? Whether you
need to integrate Twilio with your CRM, build custom routing logic, or fix
dropped calls — I can design a custom system tailored to your sales process.
Send me a message to discuss your project!
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Development of a Smart AI Assistant for WhatsApp
Objective: The client (real estate brokers in Dubai) was losing warm
leads outside of business hours and spending hours on routine replies, sending price lists,
and checking apartment availability. The requirement was to create a reliable WhatsApp bot
that would advise clients 24/7, send brochures, and
close deals, while being as easy to manage as possible—via
a standard Google Sheet.
Solution: A smart AI broker based on GPT-4o-mini was developed and implemented with
integration into WhatsApp. I built complex logic where the AI doesn’t just
“chat,” but operates according to strict business rules:
Dynamic database: The bot retrieves current prices and availability directly from the client’s Google Sheets. The client doesn’t need to mess with the code—they simply update a cell in the spreadsheet.
PDF brochure delivery: The bot generates direct download links for presentations upon the client’s request.
Hallucination protection (Guardrails): The AI is strictly prohibited from giving financial advice or inventing apartments that aren’t in the database.
Multilingual support: The assistant automatically detects the interlocutor’s language and conducts the conversation in that language.
Sales funnel: When a client is ready to purchase, the AI requests the necessary set of documents (Passport, KYC, Proof of Payment).
Technology stack:
n8n (Self-hosted on Ubuntu/Docker) — logic architecture and API orchestration.
OpenAI API (GPT-4o-mini) — the assistant’s brain.
Green-API — a gateway for stable integration with WhatsApp.
Google Sheets API — database (Availability, FAQ, System Prompts).
Result: The client received a fully autonomous lead processing system. The bot
instantly responds to inquiries, neatly formats prices with emojis, and collects
documents for booking, saving managers dozens of hours of work every month.
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