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CloudTalk does not have a built-in missed call notification toggle. However, you can set up automated alerts using Workflow Automations so that whenever a call goes unanswered, the right person is notified via SMS, Slack, or a webhook to an external tool. This article explains how to configure that automation.
User level: Admin

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How missed call notifications work in CloudTalk

CloudTalk does not send automatic email or push notifications when a call is missed. Agents can always review missed calls in their call history, but there is no dedicated “missed call alert” setting in the dashboard. To receive proactive notifications, you need to create a Workflow Automation that fires when a call ends with a missed or unanswered outcome.

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Before you start

  • You need Admin access to your CloudTalk account.
  • Decide how you want to be notified: SMS to a phone number, a Slack message to a channel, or a webhook to an external tool (such as a CRM).
  • If using SMS, you will need your API Key ID and API Key Secret from Settings > API Keys. See the Actions article for full SMS setup details.

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Set up a missed call notification

  1. Go to Settings > Workflow Automations and click + Add Workflow.
  2. Set the Trigger to Call > Ended. This fires the automation after every call ends (including wrap-up time).
  3. Add conditions to filter for missed inbound calls only. Click + Add condition and set up two conditions (both must be met): Condition 1:
    • Click into the Property field, then select direction from the “Useful data for your Workflow” sidebar on the right.
    • Set Operand to is equal to.
    • In Value, type incoming.
    Condition 2:
    • Click into the Property field, then select talking_time from the sidebar.
    • Set Operand to is equal to.
    • In Value, type 0. A talking time of 0 means no one picked up the call
  4. Add an Action to send the notification. Pick the option that fits your team:
    • SMS: Sends a text to a phone number you specify. See the Actions article for how to configure the recipient, sender, text, and API credentials. You can use dynamic values from the sidebar (such as the caller’s number or the agent’s name) in the message text.
    • Send notification to Slack: Posts a message to a Slack channel of your choice. Note that Slack notifications go to a channel, not a private message to a specific agent, so this works best when your team monitors a shared channel. You will need a Slack token with chat:write permissions.
    • API Request: Sends a webhook to any external URL, such as a CRM, Microsoft Teams, or an automation platform like Zapier or Make. This is also the way to trigger an email notification (see FAQ below).
  5. Click Save and enable the workflow.
Once active, the automation runs automatically every time an inbound call ends without being answered.

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Per-number routing

The workflow above fires for all inbound numbers. If you want to notify a specific agent when their number is missed, add a third condition:
  • Property: internal_number
  • Operand: is equal to
  • Value: the number in international format, for example +442039848913
You will need a separate workflow for each number you want to route this way, and you will also need to set the SMS recipient to that specific agent’s phone number in the Action step.

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Important notes for SMS

  • Recipient and sender numbers must be in international format (for example +447594183195, not 07594183195). This is the most common reason the automation doesn’t appear to work.
  • The sender number must be SMS-capable. Not all numbers support SMS. See SMS-Capable Numbers for details.
  • If your sender number is a US number, SMS will not send until A2P 10DLC registration is completed for that number.
  • SMS uses your account credits.
For the full SMS action setup (API Key, fields, formats), see the Actions article.

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FAQs

  • Can I send an email notification instead of an SMS or Slack message? CloudTalk’s Workflow Automations do not include a native email action. To send an email, use the API Request action to call an external service (such as Zapier, Make, or your own email API) that delivers the email on CloudTalk’s behalf.
  • Where can I review missed calls without setting up an automation? Missed calls are visible on your Dashboard (in the summary stats and call history) and in **Analytics (**see Missed Calls in Analytics for details).
  • My agents aren’t hearing the phone ring at all. Is that the same issue? No. If agents are not hearing the phone ring in real time, that is a different problem. Depending on what’s happening, check these articles:
Need help or have a question? Just reach out through our Support portal — we’re here for you.