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 inbound or outbound 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.
If you have any further questions please do not hesitate to reach out to our Support team, we are always happy to help!