> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Triggers

> Learn how to use Triggers in your Workflow Automations

<Note>
  *Workflow Automations* are designed to make the job of an agent easier by automating processes such as sending a follow-up text, transcribing certain calls, or automatically posting call summaries to Slack.

  A *trigger* is the first step in this automation process, the event which triggers\_,\_ or sets in motion, an automation.
</Note>

**User level:** Admin

***

Workflow Automations in CloudTalk start when a specific Trigger Object performs a defined Object Action.

A trigger answers two questions:

* What object should be monitored?

* What event on that object should start the automation?

Currently, CloudTalk supports seven Trigger Objects:

* [Call](#h_cbf5d90df3)

* [Message](#h_336ec4adba)

* [Contact](#h_6396d54739)

* [User](#h_f351562838)

* [Recording](#h_28d46c5960)

* [Transcription](#h_ff0d6dbddf)

* [VoiceAgent](#h_c1fbf56be3)

Each object includes one or more actions you can select. Details for each trigger type are explained below.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/151f5f930f18-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=f7d6c07b72fb9428b920839ab5399e68" alt="" width="1782" height="882" data-path="images/help-center/articles/5648924/151f5f930f18-image.png" />
</Frame>

<h2 id="h_cbf5d90df3">
  Call Triggers
</h2>

Use Call triggers to start automations based on call activity.

| **Action** | **When the automation is triggered** |
| - | - |
| Started | When an inbound or outbound call starts ringing. |
| Ringing on Agent | Each time a call rings for a specific agent while being distributed to an agent group. If the same call rings to five agents, the automation is triggered five times. |
| Answered | When an agent answers an inbound call, or when a contact answers an outbound call. |
| Modified | When Call Tags or Notes are updated: <ul><li>during an active call</li><li>after the customer hangs up and the agent completes wrap-up</li><li>when a call is edited in Call History</li></ul> |
| Ended | After the call ends and wrap-up time is completed. |
| Raised Hand | When an agent invites an administrator to supervise the call using Raise Hand. |

<h3 id="h_dc9e93adf5">
  Call Object Attributes
</h3>

When Call is selected as the trigger, call-related data attributes appear on the right side of the workflow builder. These can be used in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/8d39dce2bf28-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=1fe51ccb6d9cd51333fe0e82c9523f59" alt="" width="500" data-path="images/help-center/articles/5648924/8d39dce2bf28-image.png" />
</Frame>

[Conversation Intelligence](/en/articles/9128167-conversation-intelligence) actions also provide a specific data structure containing outputs for each [Conversation Intelligence](/en/articles/9128167-conversation-intelligence) feature.

<Warning>
  ⚠️ The `dialer_data` property is generated only for calls made through [Power Dialer.](/en/articles/5782017-using-campaigns-with-power-dialer) It is not created for calls made through [Sequential](/en/articles/17025671-sequential-mode-1-line) or [Parallel Dialer](/en/articles/17025675-parallel-mode-2-lines) at the moment.
</Warning>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h3 id="h_8a684d6b79">
  Conversation Intelligence Actions
</h3>

Enabling the [Conversation Intelligence](/en/articles/9128167-conversation-intelligence) package unlocks these additional actions:

| **Action** | **When the automation is triggered** |
| - | - |
| Topic extracted | Triggers the moment topics for a call are calculated using [Topic Extraction.](/en/articles/9220291-topics-extraction) |
| Topic sentiment extracted | Triggers the moment per-topic sentiment for a call is calculated using [Sentiment Analysis.](/en/articles/9214658-sentiment-analysis) |
| Topic trend computed | Triggers the moment topic trend scores for a call are computed using [Trending topics.](/en/articles/9875523-trending-topics) |
| Overall sentiment extracted | Triggers the moment overall call sentiment is calculated using [Sentiment Analysis.](/en/articles/9214658-sentiment-analysis) |
| Summary extracted | Triggers the moment the AI call summary and smart notes are generated via [Notes & Tagging.](/en/articles/9155454-notes-tagging) |
| Overall call score extracted | Triggers the moment the AI call score is calculated via [Call Scoring.](/en/articles/12353357-call-scoring) |
| Transcription extracted | Triggers the moment the [Call Transcript](/en/articles/9214668-call-transcripts) for a call is ready. (Includes recording length and participants, but excludes transcript text.) |
| Talk/listen ratio extracted | Triggers the moment speaker data is calculated using [Talk/Listen Ratio.](/en/articles/9214999-talk-listen-ratio) |

These triggers deliver AI analysis results along with key call identifiers (`call_uuid` and `cdr_id`). Standard call attributes, such as numbers, direction, tags, note, contacts, and agent, are not populated for these events. Each trigger fires once per call.

<h2 id="h_336ec4adba">
  Message Triggers
</h2>

Use Message triggers to automate workflows based on messaging activity.

| **Action** | **When the automation is triggered** |
| - | - |
| Sent | When a message is sent from your CloudTalk account. This includes SMS, MMS, and WhatsApp messages. |
| Received | When a message is received by your CloudTalk account. |

<h3 id="h_d376868f4a">
  Message Object Attributes
</h3>

After selecting Message as the trigger, message-related data attributes become available on the right side of the workflow builder. You can use these attributes in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/3b50bd0c107c-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=54d056dab3fee535894e22542367e79f" alt="" width="350" data-path="images/help-center/articles/5648924/3b50bd0c107c-image.png" />
</Frame>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h2 id="h_6396d54739">
  Contact Triggers
</h2>

Use Contact triggers to automate workflows related to your CloudTalk contact list.

| **Action** | **When the automation is triggered** |
| - | - |
| Created | When a new contact is created in your CloudTalk contact list. |
| Updated | When an existing contact is updated in your CloudTalk contact list. |
| Deleted | When a contact is deleted from your CloudTalk contact list. |

<h3 id="h_afb1f90b62">
  Contact Object Attributes
</h3>

After selecting Contact as the trigger, contact-related data attributes become available on the right side of the workflow builder. You can use these attributes in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/ec840e62dce9-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=9166b871da3fef0bd945fb1f8f9f4e8a" alt="" width="350" data-path="images/help-center/articles/5648924/ec840e62dce9-image.png" />
</Frame>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h2 id="h_f351562838">
  User Triggers
</h2>

Use User triggers to automate workflows related to CloudTalk users and agents.

| **Action** | **When the automation is triggered** |
| - | - |
| Created | When a new user is created in your CloudTalk account. |
| Updated | When an existing user is updated in your CloudTalk account. |
| Deleted | When a user is deleted from your CloudTalk account. |
| Status Changed | When an agent’s status changes. |

<h4 id="h_61e1dfd9b2">
  Status Changed
</h4>

The **Status Changed** trigger activates when:

* an agent manually changes their status in the CloudTalk app (Online, Offline, Idle)

* an agent logs in (status changes to Online)

* an agent logs out using the Log out button (status changes to Offline)

<Warning>
  The trigger does NOT activate if the agent exits the application without logging out. However, reopening the app will activate the trigger and send *“Online.”*
</Warning>

<h3 id="h_aee26c941c">
  User Object Attributes
</h3>

After selecting User as the trigger, user-related data attributes become available on the right side of the workflow builder and can be used in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/f7e00a1012f0-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=842085659278dd1da7a8ad13306dcbb9" alt="" width="350" data-path="images/help-center/articles/5648924/f7e00a1012f0-image.png" />
</Frame>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h2 id="h_28d46c5960">
  Recording Triggers
</h2>

Use Recording triggers to automate workflows based on call recordings.

| **Action** | **When the automation is triggered** |
| - | - |
| Uploaded | When a new call recording is uploaded to your CloudTalk account. |

<Warning>
  This trigger can only be used to start Speech-to-Text automations.
</Warning>

<h3 id="h_7389190ac7">
  Recording Object Attributes
</h3>

After selecting Recording as the trigger, recording-related data attributes become available on the right side of the workflow builder. You can use these attributes in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/589209d52d07-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=3d7bf72e25ad39afee2a748af9ce838b" alt="" width="350" data-path="images/help-center/articles/5648924/589209d52d07-image.png" />
</Frame>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h2 id="h_ff0d6dbddf">
  Transcription Triggers (legacy)
</h2>

Use Transcription triggers to automate workflows based on call transcriptions.

<Warning>
  ⚠️ This trigger is associated with the legacy Google Speech-to-Text transcription. Transcriptions generated by Conversation Intelligence do not activate this trigger. If you use Conversation Intelligence, select the Call trigger with the Transcription extracted action instead.
</Warning>

Your Workflow Automation will be triggered when a new transcription has been successfully created for a given recording.

<h3 id="h_39b718b5ce">
  Transcription Object Attributes
</h3>

After selecting Transcription as the trigger, transcription-related data attributes become available on the right side of the workflow builder and can be used in conditions and action steps.

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/cfe00ae80d72-image.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=510782ba24df3f56d4440d2c42fd1fe4" alt="" width="350" data-path="images/help-center/articles/5648924/cfe00ae80d72-image.png" />
</Frame>

To reference these data properties, place the cursor in the desired input field within the workflow and click on the name of the data property you want to use.

<h2 id="h_c1fbf56be3">
  VoiceAgent Analysis Triggers
</h2>

Use [Voice Agent](/en/articles/11053795-getting-started-with-voiceagents) Analysis triggers to automate workflows based on the post-call analysis of a Voice Agent call.

| **Action** | **When the automation is triggered** |
| - | - |
| Created | Triggers the moment the results of extract information skill for a VoiceAgent call are ready. |

<h3 id="h_1f69122e89">
  VoiceAgent Analysis Object Attributes
</h3>

When you select the Voice Agent Analysis trigger, the following data attributes become available for use in your workflow:

<Frame>
  <img src="https://mintcdn.com/cloudtalk/0B2VFDHod1TeIVNA/images/help-center/articles/5648924/8e19847a6c94-untitled-6.png?fit=max&auto=format&n=0B2VFDHod1TeIVNA&q=85&s=ba39c7053cc7af52902cfb2d09dcbcfa" alt="" width="359" data-path="images/help-center/articles/5648924/8e19847a6c94-untitled-6.png" />
</Frame>

In addition to these standard attributes, any custom properties defined in your **[Extract Information](/en/articles/14072758-voiceagent-skills#h_d5557cb8f7)** VoiceAgent skill will be appended to the `extracted_data` object.

To reference them in your workflow, use dot notation:

`#{{ event.properties.extracted_data.[custom_property_name] }}`

***Example:*** If your [Extract Information skill](/en/articles/14072758-voiceagent-skills#h_d5557cb8f7) includes a custom property named `longDescription`, reference it in your workflow as:

`#{{ event.properties.extracted_data.longDescription }}`

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Contact Webhook Events: Payloads for the contact.* Triggers](/guides/webhooks/events/contacts.md)
- [Message Webhook Events: Payloads for the message.* Triggers](/guides/webhooks/events/messages.md)
- [User Webhook Events: Payloads for the user.* Triggers](/guides/webhooks/events/users.md)


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