TABLE OF CONTENTS
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:
- 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.