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In this article, you’ll find an introduction to accessing Workflow Automations, along with a breakdown of workflow steps, including triggers, conditions, and actions.
User level: Admin

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Locating Workflow Automations in CloudTalk

To access your Workflow Automations, navigate to Settings > Workflow Automations. Workflow Automation comes in handy especially if you wish to automate unnecessary manual tasks, both inside of CloudTalk and within different tools.
Workflow Automations are best for automating actions. To stream CloudTalk events to your own systems in real time, see Webhooks, available under Settings > Webhooks.

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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

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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.

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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.

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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.
For full syntax examples, usage tips, and important notes about renaming Action nodes, check out the dedicated guide here.

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Renaming Action and Condition Nodes

For better clarity and easier recognition in complex workflows, you can rename your Action and Condition steps from their default identifiers to something more descriptive (e.g., SendToCRM, NotifyTeam). To rename step:
  1. Select the Action or Condition step you want to rename.
  2. Click the edit icon located in the top-left corner of step configuration card, just below the step title.
  3. Enter your desired Action identifier to replace the default one.
  4. Click Confirm to save the new identifier.
⚠️ If you rename an API Request Action, make sure to update all references to it in your workflow. Not sure how to use the output of an API Request in later steps? Read the dedicated article to learn more.

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Using multiple Conditions and Actions in a single Workflow

Your Workflow can include 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 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. Here are more examples of workflows you can set up:
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