I m working on similar idea for an HVAC company. I created a tool (function) that trigger a make.com automation that will update a google sheet providing what service needed and a 2 lines call summary (what have been discussed) although the function (make automation) is instant I did this order : Step 1 : use function 'XXX' with 'YYY' as 'AAA' Step 2: say :" hold while I transfer the call to the right rep .." Step 3: transfer the call