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.
Steps in Workflow automation
Within each workflow automation, you can configure various steps to achieve the desired automation behavior. Workflow automation provides three types of steps that can be configured within the workflow:
Trigger
Condition
Action
Trigger
A Trigger step allows you to define the event that initiates your workflow. Triggering actions include all relevant data about the associated objects, enabling you to use this information within your workflows. CloudTalk's workflow automation currently supports triggers for the following objects:
Call
Message
Contact
User
Recording
Transcription
Keep in mind that each workflow can only have one trigger, but a single triggering event can activate multiple workflows at once. Whenever a triggering event occurs in your account, all workflows linked to that event will run automatically. Triggers are an essential part of every workflow and must always be included.
💡 For more information about triggers, their usage, and the associated data, refer to our Triggers article.
Condition
A Condition step acts as a filter in your workflow. It ensures that only the runs meeting specific criteria—like call duration, message content, or contact details—proceed further. Steps after the Condition are executed only if the criteria are met, while steps before the Condition remain unaffected. This allows you to control the flow and handle only the situations that matter. Adding a Condition step is entirely optional.
You can add multiple conditions within a single step to create more advanced filters. For the automation to proceed, all conditions in that step must be met.
💡 If you're looking for more detailed information on Conditions in Workflows, check out our dedicated article here.
Action
In Workflow Automation, an Action step is where a specific task is carried out automatically. Once the conditions before this step are met, the action is triggered. It's where the system performs actions based on your configuration.
Cloudtalk currently provides four types of actions:
API Request
SMS
Speech to Text (only visible when the Recording trigger is used)
Send notification to Slack
Each automation workflow needs at least one action to work as expected. You can add multiple actions within the same workflow to make your automation even more efficient.
💡 If you're looking for more detailed information on Actions within Workflows, check out our dedicated guide here.
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 automation:
For all calls from a client tagged as 'VIP', you want to send a Slack notification to a general channel to keep all agents aware.
For a inbound calls from these a clients you want to send a Slack notification to priority support channel.
For this use-case you would only need one Workflow:
Trigger: Call started
First Condition: Contact tags contain "VIP"
First Action: Send a Slack notification to general channel
Second Condition: Call direction is "incoming"
Second Action: Send a Slack notification to priority support channel
This way, an automation sends different Slack notifications based on specific conditions during a call. When a call starts, if the contact is tagged as "VIP," a notification is sent to the general Slack channel. If the call is incoming, another notification is sent to the priority support channel.
More examples of interesting workflows you can set up:
Perform Salesforce actions
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!