Workflow Trigger - Call Status

TABLE OF CONTENTS

• Overview
• Trigger Name
• Trigger Description
• How to Configure
• Example

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

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:

1. Notification: Send an email or SMS notification to the sales or support team about the missed call.
2. Task Creation: Automatically create a follow-up task in the CRM for a team member to call back.
3. 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.