Workflow Automations are designed to make the job of an agent easier by automating processes such as sending a followup text, transcribing certain calls, or automatically forwarding transcriptions to Slack. A trigger is the first step in this automation process—the event which triggers, or sets in motion, an automation.

What Objects can act as Triggers?

Currently, CloudTalk has six Trigger Objects to choose from (open in new tab):

For each of these Objects, there is an additional Object Action to decide what must happen with the object in order to trigger our automated process. More information on each Object type is given in the sections below.

Call

Started

  • Your Workflow Automation will be triggered when an outgoing call to a contact begins to ring

Ringing on Agent

Triggers each time a call is ringing to a particular agent as incoming calls are directed to the agents group. This means if a single call rang to five different agents, your automated event would be triggered five times

Answered

Triggers as soon as an agent answers an incoming call OR once a contact answers an outgoing call

Modified

  • Triggers when Call Tags & Notes are modified under the following conditions:

    • during a call with the customer and agent present

    • after a customer hangs up and the agent has clicked Done to conclude Wrap-up tasks

    • when an agent has modified a call in Call History

Ended

  • Triggers after the call ends and Wrap-up Time has completed

Raised Hand

  • Triggers when an agent invites an administrator to supervise the call via Raise Hand

Object Attributes for Call

When you select call as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to those in the below image. These tags are the available options associated with Call Triggers, and they can be used in the Conditions-setting stage of the automation process.

SMS

Sent

  • Your Workflow Automation will be triggered as soon as an SMS is sent from your CloudTalk account

Received

  • Triggers when an SMS is received by your CloudTalk account

Object Attributes for SMS

When you select SMS as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to the ones in the below image. These tags are the available options associated with SMS Triggers, and they can be used in the Conditions-setting stage of the automation process.

Contact

Created

  • Your Workflow Automation will be triggered when a new contact is created in your CloudTalk contact list

Updated

  • Triggers as soon as an existing contact is updated in your CloudTalk contact list

Deleted

  • Triggers as soon as an existing contact gets deleted from your CloudTalk contact list

Object Attributes for Contact

When you select contact as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to those in the below image. These tags are the available options associated with Contact Triggers, and they can be used in the Conditions-setting stage of the automation process.

Agent

Created

  • Your Workflow Automation will be triggered when a new agent is created in your CloudTalk account

Updated

  • Triggers as soon as an existing agent is updated in your CloudTalk account

Deleted

  • Triggers as soon as an existing agent gets deleted from your CloudTalk account

Status Changed

  • Triggers when an agent's status is changed. This will happen when an agent logs in or out, when a status is changed manually by the agent

  • Scenario will NOT trigger:

    • In case of manual logout or closing of the app

    • From login, when last status was either Online or Idle

Object Attributes for Agent

When you select agent as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to those in the below image. These tags are the available options associated with Agent Triggers, and they can be used in the Conditions-setting stage of the automation process.

Recording

Uploaded

Your Workflow Automation will be triggered when a new recording is uploaded in your CloudTalk account.

Note: This trigger can only result in a Speech to Text automation.

Object Attributes for Recording

When you select recording as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to those in the below image. These tags are the available options associated with Recording Triggers, and they can be used in the Conditions-setting stage of the automation process.

Note: These are the same for Call Objects.

Transcription

Created

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

Object Attributes for Transcription

When you select transcription as your trigger and choose an Object Action, you should notice the blue text tags on the right side of the page change to those in the below image. These tags are the available options associated with Transcription Triggers, and they can be used in the Conditions-setting stage of the automation process.


Related Links

How to Export Speech-to-Text Transcription

What is an Action?

What are Conditions?

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