Mortgage Transcript-to-CRM Operating System
A production-shaped workflow connecting Zoom Phone calls, transcripts, borrower context, AI analysis and Shape CRM updates.
The system was designed as an operational bridge between mortgage conversations and the systems responsible for lead ownership, borrower context and the next action.
Zoom Phone webhooks trigger the workflow when recording and transcript files are available. OAuth-secured API calls retrieve the transcript, while phone-normalization and matching logic locate the correct Shape CRM lead before any update is attempted.
An AI analysis layer creates an executive call summary and a constrained field extraction covering borrower details, loan context, employment information, risk flags, missing information and confidence. Empty or uncertain values are filtered rather than written blindly.
The workflow records failure conditions explicitly so missing transcripts, ambiguous mailer matches and CRM write errors can be investigated instead of disappearing silently.
Call activity, transcripts and borrower information were separated from the CRM process, creating duplicate work and unreliable follow-up context.
The workflow receives Zoom recording and transcript events, separates inbound and outbound calls, normalizes phone identities, retrieves transcripts securely, finds or creates the matching Shape record, extracts approved borrower and loan information, and writes structured notes and follow-up context back into the CRM.
Outcomes without invented claims
- 01Connected completed calls and transcripts to the corresponding CRM lead and notes workflow.
- 02A controlled backfill test processed 34 records: 22 were written successfully and 12 were identified for remediation, split between missing transcripts and mailer-matching failures.
- 03Separated structured extraction, executive call analysis and operational follow-up into reviewable outputs.
- 04Created a foundation for appended call history and lead-status evaluation across future interactions.
What makes this publishable
- Workflow JSON and webhook architecture
- Backfill execution report
- CRM field and note mapping
- Failure-category log
- Zoom Phone
The value of the system is not transcription alone. It is the controlled path from a completed conversation to the correct CRM record, structured evidence and an accountable next action.