Triggers

Triggers can automate processes in your account based on specific call details, such as applying tags, adding dollar values, sending text messages, or updating custom fields.  Actions can be triggered at the start or end of a call or based on events detected during a call. Triggers can also run on a delay. If you have many processes running post-call, it can be helpful to delay running a trigger. 

Click here to watch our triggers video walkthrough.

Triggers can be applied to different groups of tracking numbers, so you can take different actions for different advertising channels or customers in your account.

Creating a Trigger

• Navigate to Flows → Triggers. (If you have no triggers, you'll be taken to a new setup page.  Otherwise, click New Trigger in the upper right corner.)
• Enter a Name for your trigger.
• Use the Trigger drop-down menu to choose when you would like this trigger to occur.
  • Activity is received
  • Activity is sent
  • From another Workflow
  • Agent is assigned or a receiving number is connected
  • Activity is transferred
  • Session data is available - the trigger will run when the activity gets session data
  • Caller hangs up the call early
  • Contact panel is updated by a user- the trigger runs if an update is made to the contact panel by a user
  • End event immediately after hangup
  • End event with all data ready
  • 1 hour after end event - Trigger will run 1 hour after any data is captured
  • Sale is updated for an activity - the trigger runs if an update is made to the Score panel by a user or an API call
  • FormReactor activity is created - the trigger  runs as soon as the FormReactor hits the Call Log
  • PPC data is retrieved for an activity - the trigger runs when paid data from any paid medium is retrieved
  • Cost data is retrieved for an activity - the trigger will run when cost data is retrieved from GA4
  • Caller inputs their zip code or area code for a Geo Router
  • Keyword is spotted 
  • Audio Accessed
  • New agent is assigned
  • Transcription is ready - the trigger will be delayed until the transcription is available 
  • Task is completed - the trigger will run when a leadreactor task is completed
• If you want this trigger to apply to all numbers in your account, turn on the Trigger for all Calls toggle.
• Click + Add Workflow on the right side of the page.
• Here, you will begin constructing the trigger's rules.  Use the drop-downs in the If all of the following rules match to set when the actions you want will occur.
  • See the Condition Details below for information on each condition option.
• If you need to use multiple conditions — such as "If new caller is yes" and "tag includes 'sales call'" — use the + and + Add Rule buttons to build more complex rules.
  • "And" operator: to add an "and" rule, use the blue + symbol to the right of the drop-downs you used to create your first rule.
  • "Or" operator: to add an "or" rule, use the + Add Rule button in the top right of the Routes section.

• Select Add Action to set what will happen when the trigger conditions are met.  You can add multiple actions to each set of rules.  The following actions are available:

  Activity:

  • Tag Call (limited to three tags)
    • Remove Tags
  • Assign agent to call
  • Score Call (star rating)
  • Add Conversion
    • Remove Conversion
    • Upload Conversion
  • Update Reporting Tag
  • Remove Session Data
  • Update Field
  • Transcribe
  • Run Keyword Spotting - A transcription must already be available for this call.  Keyword spotting rules are automatically run when a transcription is created.
  • AskAI
  • AskAI Text Message
  • Audio Redaction
  • Redact Activity
  • Loopback Conversion
  • Enhanced CallerID lookup - lookup demographic data on the contact record
  • Classify Image
  • Delete Audio - Assign audio deletion to user
  • Mark Dialed - Smart Dialer call has successfully dialed
    • Mark Not Dialed - Smart Dialer call has not been successfully dialed

  Integration: 

  • HubSpot
    • HubSpot record sync
    • Assign agent by HubSpot
    • HubSpot association sync
  • Google Analytics
    • Send analytics event
    • Send GA4 events
    • Send analytics transaction event - E-Commerce
    • Send analytics item event - E-Commerce
  • Google Ads Conversion
  • Optimizely event
  • VWO Conversion
    • VWO360 Conversion
  • ABTasty Hit
  • Symplify Conversion
  • Salesforce
    • Salesforce sync
    • Salesforce sync with mapping set
    • Salesforce campaign
    • Salesforce link
  • Send call to Gong.io
  • Unbounce lead

  Notification: 

  • Send email
  • Send text - text message rates apply
    • Forward text - text message rates apply
    • Add to upcoming scheduled text
    • Remove from upcoming scheduled text
  • Make phone call - outbound rates apply
  • Remove from Smart Dialer
    • Remove from all Smart Dialers
  • Add to LeadReactor
    • Update task
    • Remove from LeadReactor
    • Remove from all LeadReactors
  • 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 to list
    • Remove contact from list
  • Exclude activity

  Action:

  • Delay next action
  • Run trigger
  • Run webhook
  • Run lambda function
• Fill in any required fields based on the selected actions.
• Save Changes.
• To have this trigger applied to specific tracking numbers in your account, scroll to the General section, make sure the toggle for Trigger for All Activities is off, and then click the button for Edit Assigned Tracking Numbers.
• In the pop-up, select the tracking numbers for which you want to use this trigger from the list on the left, then move them to the assigned list on the right.
• Click Save Changes.

Condition Details

Several conditions can be used to determine which route a call will take. All options are listed below, along with information about each and how to configure it.

New Caller

This checks if this number has called any of your numbers before.  Choose yes or no.

• Example: "New caller is Yes" indicates a first-time caller.

Last Called

This checks the time difference between this call and the last time you received a call from this number.  You can create rules for people who have called within the last 24 hours, 48 hours, 7 days, 30 days, or 60 days.

• Example: Use "Last Called is within 24 hours" to identify frequent callers.

Time of Call

This checks whether the call occurs during one of your account's schedules.

• Example: Use "Time of Call is not within Business Hours" to catch calls routed to your after-hours voicemail.

Caller ID

This checks the contact name associated with the caller's number.  Choose from is, contains, starts with, ends with, is set, or is not set.

• Example: "Caller ID contains Wireless Caller" can be used to identify callers who use cell phones and do not have names listed.

Caller Number

Checks the phone number the person is calling from.  Choose from is, contains, starts with, ends with, is set, or is not set.

• Example: Detect "Caller Number starts with 555" to trigger a text notification to an agent in that area.

Restricted Number

This checks if the caller has blocked their caller ID.  Choose yes or no.

• Example: If "Restricted Number is Yes," tag the call with "missing caller ID."

Location of Caller

This checks the caller's location (based on the caller ID listing) against geo-routers in your account.  Choose the name of the geo-router to check.

• Example: Use "Location of Caller is not within Branch Router" to tag the call as "outside service area."

City, State/Region, and County

This checks the address associated with the caller's number for the relevant information.

• ​Example: If "City is Chicago," trigger a text to your Chicago branch agent.
• Example: If "Country is not Canada," tag the call with "international."

Landing Page and Referring Page

Checks the landing or referring URL in the web session data associated with the call.

• Example: You can send a text to your Awesome New Product specialist's number for calls that match "Landing Page contains awesome-new-product."

Day of Week and Month

This checks for the current date and day of the week.  Choose from any day or month.

• Example: "Day of Week is Sunday" can be used to tag calls to your weekend answering service.
• Example: If "Month is December," route to your holiday voicemail.

Tag

This checks for any tags already applied to the call (from a voicemail, another router, or a call trigger).  You can choose any existing tag in your account.

• Example: If "Tag includes support," route to your support queue.

Converted

This checks the state of the "converted" toggle in the call scoring section for a call.

• Example: If "Converted is Yes," send a CallSale event to Google Analytics.

Converted Amount

This checks the dollar value assigned to a call in the call scoring section. It can match exact values or values greater or less than a specific value.

• Example: If "Converted Amount is greater than 100," update the reporting tag on the call.

Call Score

This checks the star value assigned to the call in the call scoring section.

• Example: If "Call Score is 1," send a text alert to a manager to review the call.

Enhanced Caller ID

If you have enhanced caller ID enabled, the following options are also available:

• Gender
• Phone Type (checks for mobile devices)
• Education
• Homeowner Status
• Household Income
• Marital Status
• Market Value
• Has Children

Call Length

• Triggers actions based on total call duration in seconds(including all ring time and hold time). 

Talk Time

• Triggers are based solely on total talk time. Talk time duration is in seconds. 

Agent

• Checks for the agent's name in a call queue who answered the call.

Tracking Source

• Trigger actions based on the tracking source assigned to the tracking number that was dialed.

Receiving Number

• Trigger actions based on the receiving number to which the call was routed.

Direction

• Actions will be triggered based on inbound or outbound calls only.

Call Status

• Trigger actions based on the call status (such as answered, no answer, or hangup).

Click for additional API Information on triggers.