Automate Workflows Based on Call Information
About the Call Details Workflow Trigger
The Call Details workflow trigger allows you to automatically start a workflow whenever information about a phone call is updated. This trigger activates based on changes to specific call properties, such as its outcome (status), whether it was incoming or outgoing, the phone numbers involved, and any custom classifications applied to the call.
By using this trigger, you can build automated responses that are precisely tailored to different call scenarios, ensuring consistent follow-up actions for missed calls, voicemails, or successful connections.
Key Benefits
- Automate Post-Call Actions: Trigger immediate follow-ups, notifications, or data updates the moment a call's status changes, removing the need for manual monitoring.
- Precise Targeting with Filters: Use detailed filters to ensure your workflow only runs for specific types of calls, such as inbound calls to a particular number that resulted in a voicemail.
- Ensure Team Consistency: Apply standardized processes automatically, so every call marked as "No Answer" or "Busy" receives the same predefined treatment across your team.
- Reduce Manual Effort: Eliminate the task of manually reviewing call logs and initiating follow-ups by letting the CRM handle it based on the rules you set.
How to Set Up a Call Details Trigger
1. Access the Workflow Builder
Navigate to Automation and then Workflows. Create a new workflow or edit an existing one to open the Workflow Builder canvas.
2. Add a Trigger
In the workflow canvas, click Add Trigger. This opens the menu where you select the event that will start the workflow.
3. Select the Trigger Type
From the list of trigger categories, choose Call Details. Selecting this option will reveal the specific filters you can configure for call-related events.
4. Name Your Trigger
Give your trigger a descriptive name. This name is for your reference within the workflow builder and helps with organization, especially in complex automations with multiple triggers.
5. Configure Filters
Click Add Filters to define the exact conditions that must be met for the workflow to start. A contact will only enter the workflow if the call event matches all the filters you set.
- Call Direction: Choose whether the trigger should activate for Incoming calls, Outgoing calls, or Both.
- Call Status: Select one or more specific call outcomes, such as No Answer, Voicemail, or Busy. The workflow will only run when a call updates to one of your selected statuses.
- In Number Pool: (Optional) Restrict the trigger to calls that used a specific number pool from your CRM.
- Custom Disposition: (Optional) Restrict the trigger to calls that have been assigned a particular custom label or classification after the call ended.
- In Phone Number: (Optional) Limit the trigger to calls associated with a specific phone number in your system.
6. Save the Trigger
Once you have configured all desired filters, click Save Trigger. The trigger is now active, and contacts will begin entering this workflow whenever a call event matches your defined conditions.
Common Questions
Does this trigger run for every call logged in the system?
No. The workflow will only start when a call's details change and those changes match all the specific conditions (like status and direction) that you configured in the trigger's filters.
Can the same contact enter the workflow more than once?
Yes. If a contact has multiple separate calls that each meet the trigger conditions, they can enter the workflow for each qualifying call event. You can manage this using the workflow's re-entry settings.
How is this different from other activity-based triggers?
This trigger is specifically designed to react to updates in call record data. It is distinct from triggers based on a contact's general activity (like form submissions) or triggers based on a specific date or time.