Workflow Action - Call
Overview
The Call action in Stack workflows is designed to initiate a call to either the assigned user or a specified number. This feature includes the option to play a whisper message, which provides information before the call connects. Additionally, it offers advanced settings such as voicemail detection and options for connecting the call after a keypress.
Action Name
Call
Action Description
The Call action allows you to automatically start a call as part of a workflow. If the contact is assigned to a user, it will call that user; otherwise, it will call a default company number. You can play a whisper message before connecting the call, and the workflow can detect voicemail to ensure it doesn't connect to one.
Action Details
| Field | Description | Mandatory |
|---|---|---|
| Action Name | The name for this specific call action. | Yes |
| Call Whisper | A short message played to the receiver before the call connects. Personalize it with custom values. This message will play up to three times. | No |
| Call Timeout (s) | The maximum number of seconds to wait before ending the call attempt if not connected. | Yes |
| Disable Voicemail Detect | If enabled, the system won't try to detect voicemail, reducing delays but possibly connecting to voicemail as if it were a normal call. Recommended for shorter call timeouts. | No |
| Connect Call After Keypress | If enabled, the call connects only after the receiver presses a key, confirming a live person has answered. | No |
How to Configure
- Add the Call Action: In your workflow, select the Call action from the list of available actions.
- Set Action Name: Provide a name for this action, such as "Customer Support Call."
- Enter Whisper Message: Type the message you want the receiver to hear before connecting. Use custom values if necessary.
- Set Call Timeout: Define the time in seconds for the call to attempt connection before ending.
- Configure Advanced Settings: Decide whether to enable voicemail detection or require a keypress to connect the call.
- Save the Configuration: Once all settings are configured, save the action.
Example
Workflow Configuration Example:
- Trigger: "Appointment Confirmed" - When an appointment status changes to confirmed.
- Action: "Call" - A call is initiated to the assigned user to remind them of the upcoming appointment.
- Action Name: "Appointment Call Reminder"
- Call Whisper: "You have a new appointment scheduled with [Contact Name] at [Appointment Time]. Press any key to confirm."
- Call Timeout: 30 seconds
- Disable Voicemail Detect: Enabled (for quicker connection)
- Connect Call After Keypress: Enabled (to ensure the call connects to a person)
Some Triggers to Use with This Action
- Appointment Confirmed: Automatically call the assigned user when an appointment is confirmed.
- Lead Form Submitted: Initiate a call when a lead submits a form, such as "First Contact Form."
This configuration ensures proactive contact with users when critical events, like confirmed appointments or lead status changes, occur, enhancing customer engagement and timely responses.