Using the Call Workflow Action

What is the Call Workflow Action?

The Call workflow action automates the process of connecting a member of your team with a contact. It initiates a call to the appropriate internal recipient and, once they answer, bridges the call to the contact. This is ideal for scenarios requiring immediate personal outreach, such as following up on a new lead or confirming an appointment.

Key Benefits

This action offers several advantages for your business processes:

• Rapid Response: Instantly notify and connect a team member when a contact triggers a workflow.
• Automatic Routing: The system intelligently calls the user assigned to the contact, eliminating the need for manual recipient selection.
• Contextual Information: A pre-recorded whisper message can be played for the team member, providing details like the contact's name or the reason for the call before they are connected.
• Flexible Integration: Use this action after various triggers, such as a form submission or a status change.

How Call Routing Works

The action follows a specific sequence to connect the call:

1. A contact enters the Call action in a workflow.
2. The CRM places a call to an internal recipient. The recipient is determined as follows:
   • If the contact is assigned to a user, that user is called.
   • If the contact is not assigned, the call is placed to the company phone number specified in the Business Profile.
3. When the internal recipient answers, the configured whisper message is played.
4. If the "Connect Call After Keypress" setting is enabled, the recipient must press a key on their phone to proceed.
5. The CRM then calls the contact.
6. If the contact answers, the two calls are bridged together.

Configuring the Call Action

To set up a Call action in your workflow, follow these steps:

Add the Action

From your workflow builder, add the "Call" action to the desired step in your sequence.

Configure Action Settings

You will need to configure the following fields:

• Action Name: Give the action a descriptive name for easy identification.
• Call Whisper: Enter the text for the message that will be spoken to your team member. You can use custom values to personalize this message. This message will play up to three times. Note: This text is converted to speech, and usage is billed per character.
• Call Timeout (s): Set the maximum number of seconds the system will wait for the call to be answered before ending the attempt.
• Disable Voicemail Detect: Enabling this option turns off the system's attempt to detect if a voicemail answers. This can reduce connection delays but may result in voicemails being treated as live answers.
• Connect Call After Keypress: When enabled, the call to the contact will only be placed after your team member presses a key on their phone, confirming they are ready.

Once all settings are configured, save the action.

Understanding Voicemail Detection

The interaction between the Call action and the workflow's "Stop on Response" setting is important. By default, the system tries to detect if a call was answered by a person or a voicemail. This creates a slight delay.

• If "Stop on Response" is enabled and voicemail detection is active, the workflow will stop only if a person answers, and will continue if voicemail is detected.
• If you enable "Disable Voicemail Detect," this detection is turned off, removing the delay. However, if "Stop on Response" is also on, the workflow will stop for any answer, including a voicemail.
• It is important to note that the "Stop on Response" setting only considers the call to the contact. The call to your business (the internal recipient) is not relevant to this setting. If your team member answers but the contact does not, the workflow will continue.

Example Use Case

Consider a workflow designed for appointment follow-up:

• Trigger: An appointment's status is changed to "Confirmed."
• Action: A Call action is triggered. The system calls the user assigned to the contact who confirmed the appointment. The whisper message might say, "Calling to confirm tomorrow's 2 PM meeting with [Contact Name]." After the user hears the message, the system calls the contact to connect the two parties.