Custom Actions

Custom actions allow you to add buttons to the softphone or the call log. The custom buttons can be configured to transfer calls to a specific phone number or agent automatically or act as shortcuts to perform specific tasks.

Watch our video walkthrough on custom actions

Custom Actions are available in Sales Engage, Enterprise, and Connect plans.

Creating a Custom Action

  1. Navigate to Settings → Custom Actions.
  2. Click New Action on the right side of the toolbar at the top of the page.
  3. Enter a name and description for the custom action.
  4. Click Add Action and select the action you’d like to occur when clicked.
  • Routing 
    • Transfer live call
  • Activity 
    • Tag call (limited to three tags) / Remove tags
    • Assign agent to call
    • Score call
    • Add conversation / Remove conversation
    • Update reporting tag
    • Remove session data
    • Update fields
    • Transcribe
    • Audio detection
    • Look back conversation
    • Enhanced Caller ID (look up demographic data on the contact record)
    • Classify image
    • Delete audio (Assign auto-detection to user)
  • Integration
    • Send analytics events
    • Set analytics transaction events (E-Commerce)
    • Send analytic item event (E-Commerce)
    • Google Ad conversion
    • Optimizely event
    • VWO conversion
    • ABTasty hit
    • Simplify conversion
    • Salesforce record sync
    • Salesforce campaign
    • Salesforce link
    • Send Facebook offline event
    • Send call to Gong i.o.
  • Notification
    • Send email
    • Send text (text messaging rates apply)
    • Make phone call (Outbound rates apply)
    • Forward text (text messaging rates apply)
    • Add to upcoming scheduled text
    • Remove from upcoming scheduled text
    • Add to Smart Dialer
    • Remove from Smart Dialer
    • Set Reminder
  • Communication
    • Add to do not text list
    • Remove from do not text list
    • Add to do not call list
    • Remove from do not call list
    • Add to blocked numbers
    • Remove from blocked numbers
    • Add contact from list
    • Exclude activity
  • Actions
    • Delay next action
    • Run trigger
    • Run Webhook
    • Run Lambda function


  1. If you wish to make your custom action available on a live call, check the Live Calls box in the upper right corner of the custom action panel.
  2. Click Save Changes.


Removing a Custom Action

Custom actions can be deleted at any time using the orange trash can icon to the right of each action on the custom actions page.  Click Save Changes to confirm.

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