This article contains the following information:
Introduction- how to find Workflow Automations
Workflow steps- triggers, conditions, actions, including links to dedicated guides for each
Examples of common use cases for Workflow Automation
Links to dedicated guides for transcribing and exporting call information
Information on using multiple conditions and actions in a single Workflow
Locating Workflow Automations in CloudTalk
To access your Workflow Automations, navigate to Account > Workflow Automations.
Workflow Automation comes in handy especially if you wish to automate unnecessary manual tasks, both inside of CloudTalk and within different tools.
Each Workflow Automation consists of 3 steps:
#1 Trigger:
Triggering events contain all relevant data about the triggering objects, allowing you to utilize them in your workflows. Your Automation Scenarios can be triggered by:
Ended inbound or outbound calls
Created / updated / deleted contacts
Created / updated / deleted agent
Sent or received SMS
Call recording processed and uploaded
Speech-to-text transcription created
❗ Important information❗
❗Each workflow can only have one Trigger. However, Single Trigger Events can trigger multiple workflows.
❗Every time a defined Triggering Event occurs in your account, all workflows with this Trigger Event are executed.
❗Triggers are always required as part of a Workflow.
💡 If you're looking for more detailed information on Triggers, check out our dedicated article here.
#2 Condition:
You may want to limit your Workflows to only run when certain condition criteria are met. For instance, you may only with to continue with your Workflow if a Call Duration was longer than 30 seconds.
You can use any Trigger Event attribute in your Conditions or have several condition criteria in a single Condition step. In that particular case, all condition criteria must be met for the Workflow to continue.
❗Important information❗
❗Setting up a Condition is completely optional.
💡 If you're looking for more detailed information on Conditions in Workflows, check out our dedicated article here.
#3 Action:
Your Automation Scenarios can trigger actions in CloudTalk or other tools. Once the Trigger occurs and all Condition criteria are met, an Action is executed.
These actions include:
Send any API request (e.g., create a ticket in your ticketing system, export call to a BI tool, etc.)
Send SMS
Send a Slack message
Transcribe a call recording and store the transcription in your CRM
❗Important information❗
❗Actions are always a required part of a Workflow.
💡 If you're looking for more detailed information on Actions within Workflows, check out our dedicated guide here.
Examples of the most common Automation Scenarios and how to configure these:
Automatic follow-up via SMS after finished inbound / outbound calls with a specific tag
Slack message notification after receiving SMS
#1 Automatic follow-up via SMS after finished inbound / outbound calls with a specific tag
To start the scenario, use trigger Call Ended
Set up condition to check if tags associated with a call contain the expected tag. For instance: Lead
Set up an action to send out required sms where:
Sender is either agents phone or other number with permission to send out SMS
Recipient is the external number that the Call is associated with:
Text contains the respective message to be forwarded to the receiver.
Api_key_id and Api_key_secret contain API keys generated by CloudTalk that can be retrieved by Admin from Account > Settings > API keys.
Press Test and fill out testing information.
Important notice: Keep in mind that a real SMS will be sent out in case of a successful test. Do not use any contact number as recipient unless you want them to receive a message.
After a successful test, save your workflow. You can see the number of scenario runs in the Workflow Automation overview.
#2 Slack message notification after receiving SMS
To start scenario, use trigger SMS received
If necessary, use conditions to filter incoming messages, in order to only send notifications for certain types of SMS. If not needed, do not add any condition.
Use action Slack notification to send a notification to Slack, where:
- Token is authentication Token generated in Slack interface
- Channel is the Slack channel in your Workspace where this notification should be posted to
Add text message to be forwarded to the required Slack channel containing all required information from the trigger event.
- Add other required information into empty field(s).
After a successful Test, save your Workflow.
Resulting SMS could look something like this:
More complex examples with dedicated articles:
Using multiple Conditions and Actions in a single Workflow
Your Workflow may contain an unlimited number of consecutive Conditions and Actions. For example, you might want to set up the following:
For a missed call from a client with priority equal to 'VIP', you may want to send a Slack notification to a specific channel
For a missed call from a client with priority equal to VIP and value higher than 5k you may want to send a Slack notification to yourself
For this use-case you would only need one Workflow:
Trigger: Call Ended
First Condition: Call is Missed and Contact Priority = VIP
First Action: Send a Slack notification to
Second Condition: Contact Value > 5k
Second Action: Send a Slack notification to myself
This way, every time a there is a missed call from a VIP contact, your Customer Care team receives a notification and if the contact value is higher than 5k, you receive a notification as well.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!