Workflow Automation comes in handy, especially if you wish to automate unnecessary manual tasks. Either inside of CloudTalk or within CloudTalk and within different tools.

To access your Workflow Automations, navigate to Account > Workflow Automations.

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

#2 Condition:

You may want to limit your Workflows to only run when certain condition criteria are met. For instance, you may only continue with your Workflow when 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 case, all condition criteria must be met for the Workflow to continue.

Important notice: Setting up a Condition is optional.

#3 Action:

Your Automation Scenarios can trigger actions in CloudTalk or other tools.

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

Most-used Automation Scenarios:

  • Automatic follow-up via SMS after finished inbound / outbound calls with a specific tag

  • Slack message notification after receiving SMS

How to Set up most-used Workflow Automations:

#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 call contain expected tag. For instance: Lead

  • Set up action to send out required sms where:

Sender is either agents phone or other number with permission to send out SMS

Recipient is external number that Call is associated with:

Text contains respective message to be forwarded to 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 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 number of scenario runs in 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 notification to Slack, where:

- Token is authentication Token generated in Slack interface

- Channel is Slack channel in your Workspace where notification should be posted to

  • Add text message to be forwarded to required Slack channel containing all required information from trigger event.

- Add other required information into empty field(s).

After a successful Test, save your Workflow.

Resulting SMS could look like this:

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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