Workflow Trigger - Call Status

Modified on Fri, 18 Oct at 1:39 AM

Overview

A workflow trigger initiates automated actions when specific conditions are met. In this case, the trigger activates when a call reaches a certain status. This is particularly useful for managing follow-ups, notifications, and task assignments based on the outcomes of calls, ensuring timely and appropriate responses.

Trigger Name

Call Status

Trigger Description

The "Call Status" trigger activates a workflow whenever a call reaches a specified status, such as busy, no-answer, canceled, completed, or voicemail. This trigger can be customized with filters to narrow down specific call statuses that initiate the workflow, ensuring that only relevant call outcomes are processed.

How to Configure

Value	Description	Mandatory
Choose a Workflow Trigger	Select "Call Status" from the dropdown.	Yes
Workflow Trigger Name	Enter a name for your trigger, e.g., "Call Status."	Yes
Filters	Specify conditions to narrow down the trigger, such as call status.	No

Step-by-Step Guide

Navigate to Workflow Triggers: Access the automation or workflow settings in your platform.
Choose a Workflow Trigger: Select "Call Status" from the list of available triggers.
Name Your Trigger: Enter a descriptive name for the trigger, such as "Call Status."
Set Up Filters (Optional): Add filters to specify which call statuses will trigger the workflow. For example, you can filter by statuses like busy and no-answer.

Example: Missed Call Text Back

Scenario: A business wants to ensure that all missed calls (busy or no-answer) are promptly followed up to maximize customer engagement and support.

Trigger Setup:

Trigger: Call Status
Name: Missed Call Follow-Up
Filter: Call Status is "busy" or "no-answer"

Workflow Actions:

Notification: Send an email or SMS notification to the sales or support team about the missed call.
Task Creation: Automatically create a follow-up task in the CRM for a team member to call back.
Log Entry: Log the missed call details into the customer record for future reference.

Outcome: This automation ensures that all missed calls are addressed promptly, improving customer service and increasing the likelihood of successful follow-ups. This leads to higher customer satisfaction and potential sales opportunities that might otherwise be missed.

A business wants to ensure that all missed calls (busy or no-answer) are promptly followed up to maximize customer engagement and support.