Setting up Workflow automation

Before creating the Workflow, you’ll need to generate a unique set of API keys for later use. From the Dashboard, go to Account > Settings and click on the API Keys header. If needed, generate a new pair of API keys by clicking the + Add API Key button. Be sure to copy and paste these values into a secure document or store them safely for use later in the process

From Account -> Workflow Automations on the Dashboard, click the blue button to + Add Workflow.

Name the Workflow something descriptive.

The initial step of any Workflow is the Trigger. Since the desired automation should occur after a call has taken place and its tags have been finalized, the ideal trigger in this case is to set the trigger object as a Call and select Ended as the Trigger action. This setup ensures that the automation activates when a call concludes.

To refine the automation, you need to set an additional Condition to ensure it is triggered only for relevant calls. Specifically, you want the automation to apply only to calls where the call tags include the value "lead." To set this up, click into the Property input and create a Condition with a dynamic value. From the "Useful Data for your Workflows" section on the right, select the "tags" property to populate the input with the corresponding dynamic value. The resulting notation should match the example shown below.
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In the second input labeled Operand, you will choose "contains" from the dropdown list. When selecting your operand, make sure it logically fits into your final statement (e.g., "is greater than or equal to" would work best with a numeric value).

In the third input labeled Value, enter the exact value the tags must contain for the action to trigger. Make sure the value matches the tag name exactly, including case sensitivity. Refer to the Example Values in the Useful Data for your Workflow sidebar to see the correct format.
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Click Confirm and continue to proceed to Action set up
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​Tip: Since each SMS incurs additional costs, you can add extra conditions to this scenario to prevent follow-up SMS from being sent, even when the tag is present. For example, you could limit execution to specific call directions or agents. To learn more about how to combine multiple conditions in one step, check out our Conditions article.
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The next step is to choose the action that will occur when the conditions are met. Click +Add Action and select the SMS action type.
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Once the SMS action is selected, you will see several sets of Key - Format - Value inputs within the Values section of the configuration. These sets indicate the necessary configuration for the SMS automation to work. The Key input in each set is prepopulated and cannot be changed. You will use the Value section of these sets to configure the follow-up SMS message to be sent. It is not recommended to manipulate the Format configuration.
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In the set with the Key "recipient," you need to configure the number to which the follow-up SMS should be sent. In this case, the follow-up SMS should be sent to the end customer. The customer's number can be found in the Useful Data for your Workflow table under the external_number tag. Click into the Value input of the set, then, from the "Useful Data for your Workflows" section on the right, select the external_number property. After this click, a dynamic reference will be added to the Value input of the respective set in the SMS action configuration. The resulting notation should match the example shown below.
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In the set with the Key "sender," you need to configure the number from which the SMS should be sent. Typically, this will be the same number for all follow-up SMSs. Keep in mind that the number selected here must be capable of sending SMS messages, which may not apply to all numbers in your account. Enter the international format of the SMS-capable number into the Value input.

In the set with the Key "text," configure the content of the follow-up SMS. You can use dynamic references within the message text to create a more personalized experience for the user.

The final step is to configure the authorization for the SMS action. Enter the API credentials (retrieved in Step 1) into the sets with the Keys "api_key_id" and "api_key_secret". Replace the placeholder values in the Value fields, ensuring that no extra spaces or characters are added.

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Click Confirm and continue to finish the action step configuration.
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Click Save to finish the workflow configuration.
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To activate your Follow-up SMS automation, enable your workflow by switching the toggle next to the workflow name to the On position.