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 Automation 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:

Exporting speech to text transcriptions

Exporting call transcriptions to Slack

Exporting voicemails as speech-to-text transcriptions

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!

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