Relatel
Voice & TelephonyManage employees, calls, contacts, SMS, and switchboards on Relatel, the Danish phone system formerly known as Firmafon. Agents keep phone routing aligned with who is actually working.
What This Integration Enables
Relatel, the Danish phone system formerly known as Firmafon, models telephony around presence rather than around a routing diagram. Every employee carries a live presence state and a do not disturb setting with its own label, emoji and end time. Employee groups aggregate the presence of their members. Receptions, which is what Relatel calls switchboards, have opening phases you can query separately so open hours, closed hours and backup routing can be compared. Customers leave smiley ratings after calls handled by smiley-enabled receptions. The system already knows who is actually working. Most companies just never wire that knowledge into anything.
FlowRunner agents wire it in. They resolve an unknown caller to a phonebook contact mid-flow, pull call records with queue position and waiting time, and download voicemail audio into FlowRunner file storage for transcription. They check whether a reception is open before promising a customer a live answer, and message an employee group when a queue is under pressure. They also do the thing worth doing with a presence-aware phone system: they surface automation exceptions to a person while the context is still warm, rather than filing them for someone to find later.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Resolving an unknown caller before anyone picks up
A call arrives from a number nobody recognizes. The agent runs Get Contact By Number, which is Relatel's lookup on the company phonebook, and either returns the contact or confirms this is a first contact. If the contact exists, List Contact Comments hands the colleague the recent history other people have written on that number. If not, the agent creates the record with Create Contact so future calls show a name instead of digits, tagging it from List Tags. When the call ends, Create Contact Comment writes the outcome back so the next person to speak to them starts informed. Note that numbers here must carry the country calling code without a leading zero or plus, so 4520304050 rather than +45 20 30 40 50.
Voicemail triage that does not require anyone to listen first
Relatel serves voicemail audio as binary rather than as a hosted link, so it has to be fetched rather than referenced. Download Voicemail Recording pulls the MP3 into FlowRunner file storage and returns a URL a transcription step can consume directly. The agent transcribes with Speechmatics, classifies the message by urgency, posts the summary to the right Slack channel with a link to the audio, and marks the rest for the daily digest. The team reads before it listens, and messages that need a person get to that person in minutes.
Queue pressure and the shift response
An agent watches Get Reception Status and Get Reception Statistics for the switchboards that matter, scoped to a single opening phase so a busy Monday morning is compared against other Monday mornings rather than against a quiet Friday. When a queue breaches its wait target, the agent checks Get Employee Group for aggregated live presence to see who is genuinely available, then runs Send Message To Employee Group so the whole team gets the same notice at once. Where the flow runs under a specific employee's own access token, Join Employee Group lets that person's line be added to the struggling queue automatically. When a negative smiley rating arrives in List Smileys, the agent routes it to a supervisor with the call record attached rather than letting it settle into a monthly report.
Human-in-Loop Highlight
Delete Employee is the operation that gets the gate, and Relatel's own documentation is blunt about why: it requires an administrator token, it revokes the person's access, it releases their direct number, and it cannot be undone. The released number is the part people forget. It is the number on a customer's phone, in an email signature sent last week, and on whatever contract that employee owned. So the offboarding agent does the whole preparation and then stops. It posts to the administrator: "Mette Larsen's last day was Friday. Her direct line 4571220814 has taken 23 inbound calls in the last 30 days, 4 of them from Nordisk Byg, and there are 2 unheard voicemails, both archived. Deleting her releases 4571220814 permanently. Confirm deletion, or keep the number and route it elsewhere first?" The administrator answers in the channel they already use. That answer is the digital andon cord working the way it should: the agent noticed the line was still live, stopped itself, and handed a real choice to the one person entitled to make it.
Agent Capabilities
36 actionsEmployees
5- List Employees Returns every employee on the company with name, email, direct number, endpoint identifier, speed dial digit, locale and live presence. Relatel accepts no query parameters here, so the presence filter is applied to the returned list.
- Get Employee Returns one employee by ID with their direct number, endpoint identifier, do not disturb state including its label, emoji and end time, and current live presence. Used to resolve a person referenced on a call or a message.
- Delete Employee Permanently removes an employee from the company. Requires an administrator access token, revokes the person's access and releases their direct number, and cannot be undone, which is why flows gate it behind an explicit approval.
- Get Current Employee Returns the employee that owns the access token in use, with their number, endpoint identifier, locale and presence. Used at the start of a flow to discover the endpoint value the call and message filters need.
- Get Current Employee Consumption Returns the telephony consumption recorded for the token owner, covering call minutes and message usage. Used for periodic cost reporting or to alert when an individual's usage crosses a threshold.
Employee Groups
4- List Employee Groups Returns the employee groups with name, avatar, endpoint identifier, speed dial digit, aggregated live presence and member IDs. Used to discover which group handles a queue before messaging or joining it.
- Get Employee Group Returns one group by ID with its member IDs, endpoint identifier and aggregated live presence. Used to check staffing on a queue before routing work into it.
- Join Employee Group Adds the employee that owns the access token to a group so they start receiving its calls. Used to open a queue at the start of a shift or when a backlog threshold is crossed.
- Leave Employee Group Removes the token owner from a group so its calls stop ringing them. Used to close a queue at the end of a shift or when the person goes into do not disturb.
Calls
3- List Calls Returns call records with both parties, resolved contacts, direction, queue position, talk duration, waiting time, smiley rating, recording and voicemail links. Relatel filters by direction, endpoint and timestamp bounds; status and endpoint type are applied to the returned page.
- Dial Number Places a real, billable outbound call through the Relatel Switch by ringing the employee's own device first and then connecting the destination. The destination must include the country calling code without a leading zero or plus.
- List Smileys Returns the smiley ratings customers left after calls handled by smiley-enabled receptions. Used to feed a satisfaction view or to alert a supervisor the moment a negative rating arrives.
Contacts
6- List Contacts Returns phonebook contacts with number, tags, flag state, comment count and last activity. Relatel has no page or offset scheme here, so pages are walked by passing the last returned ID plus one as the starting ID.
- Get Contact Returns one contact by ID with tags, flag state, comment count and last activity. Used to expand a contact reference returned on a call record.
- Get Contact By Number Looks up a contact by phone number, which is how an unknown caller is resolved to a name during a call flow. The number must carry the country calling code without a leading zero or plus.
- Create Contact Adds a contact to the company phonebook so incoming calls from that number show a name. Tags applied here are the same tags returned by List Tags.
- Update Contact Updates an existing contact. Only supplied fields are sent, so a flow can change the name or the tags without clearing the rest of the record.
- Delete Contact Permanently removes a contact and its comments. Calls from that number show as unknown afterwards and the record cannot be recovered.
Contact Comments and Tags
4- List Contact Comments Returns the notes colleagues have written on a contact, newest first. Used to hand whoever answers the recent history of a caller, or to sync notes into a CRM record.
- Create Contact Comment Writes a note on a contact so the next colleague sees the context. Used to log a call outcome or to push a CRM summary back into the phonebook.
- Delete Contact Comment Permanently removes one note from a contact. Used to retract an incorrect entry. This cannot be undone.
- List Tags Returns the contact tags in use, optionally narrowed by name. Relatel tags carry no identifier, so the tag name itself is the value used when tagging.
Messaging
4- List Messages Returns the SMS history for the company, both sent and received, narrowable to one endpoint or a creation window. Used to reconcile conversations or build a volume report.
- Send SMS Sends a real, billable text message to one or more external numbers. Every recipient must include the country calling code without a leading zero or plus.
- Send Message To Employee Sends a real, billable text message to one colleague's Relatel number, chosen from the employee directory rather than typed as digits. Used for on-call escalation when a queue breaches its wait target.
- Send Message To Employee Group Sends a real, billable text message to every member of a group. Used to broadcast an incident notice or a shift change to a whole team in one step.
Receptions
4- List Receptions Returns the switchboards on the company with public number, brand name, endpoint identifier and whether each is currently open, smiley enabled, shadow or cloakable. Used to discover the reception ID that statistics and status need.
- Get Reception Returns one reception by ID with its brand names, public number and open, shadow, smiley and cloakable flags. Used to confirm a reception is cloakable before placing a call under its caller ID.
- Get Reception Statistics Returns call statistics for one reception, optionally scoped to a single opening phase so open hours, closed hours and backup routing can be compared. Used for daily service level reporting.
- Get Reception Status Returns the live status of one reception, including whether it is open and which routing phase is active. Used to decide whether a flow should route a customer to the switchboard or offer a callback.
Voicemails
4- List Voicemails Returns the voicemails left on the company with caller, duration, listened state and the call they belong to. Paired with Download Voicemail Recording to fetch the audio.
- Get Voicemail Returns one voicemail by ID with its caller, duration, listened state and originating call. Used to check whether a message has already been handled before escalating it.
- Download Voicemail Recording Downloads the MP3 from Relatel into FlowRunner file storage and returns a URL a transcription or archiving step can consume directly. Relatel serves the audio as binary rather than as a hosted link, so it must be fetched through this action.
- Delete Voicemail Permanently deletes a voicemail and its audio. Used to clear handled messages or enforce a retention policy once the recording has been archived elsewhere. This cannot be undone.
Chats
2- List Chats Returns the chat conversations handled through Relatel with participants, state and timestamps. The state filter is applied to the returned list because Relatel does not filter this endpoint itself.
- Get Chat Returns one chat conversation by UUID with its state, handling endpoint and timing. Used to pull the full record before archiving or summarizing it.
Frequently Asked Questions
What can FlowRunner do with Relatel?
FlowRunner agents can run List Employees, Get Employee, and Delete Employee in Relatel, plus 33 more actions.
Does connecting Relatel to FlowRunner require OAuth?
No. Relatel connects to FlowRunner with an API key, no OAuth flow required.
Can Relatel trigger a FlowRunner workflow automatically?
Relatel doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
Start building with Relatel
$100 in credits. No card required. Connect in minutes.