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Workflow Trigger: Call Status

Discover how the Call Status workflow trigger in Stack can automate actions based on call outcomes. You'll learn about its functionality, benefits, configuration steps, and practical use cases to enhance your workflows.

Table of Contents​

What is the Call Status Workflow Trigger?​

The Call Status workflow trigger activates when a call reaches a specific status, such as busy, canceled, voicemail, completed, or not answered. This feature helps businesses streamline processes by automating follow-ups, notifications, and task assignments. Customize it with filters like call direction and call status to tailor workflows to your specific needs.

Key Benefits​

  • Enhanced Customer Follow-Up: Automate follow-up actions for missed or completed calls, ensuring no customer interaction goes unattended.
  • Improved Efficiency: Reduce manual effort by automating tasks and notifications based on call outcomes.
  • Customizable Workflows: Precisely automate using filters like call direction and specific call statuses.
  • Seamless Workflow Integration: Link workflows to handle complex scenarios or multiple stages in communication processes.
  • Optimized Team Coordination: Ensure team members are promptly notified about call outcomes, enabling timely action.

Configuring the Call Status Trigger​

Follow these steps to set up the Call Status workflow trigger:

  1. Access Workflow Settings

    • Navigate to the automation section. Create a new workflow or select an existing one where you want to implement the "Call Status" trigger.

  2. Add a New Trigger

    • Click Add New Trigger and select Call Status from the dropdown menu.

  3. Name Your Trigger

    • Provide a descriptive name, such as “Missed Call Follow-Up.”

  4. Set Filters

    • Customize your trigger using filters:
      • Call Direction: Specify whether the call is incoming or outgoing.
      • Call Status: Choose the call status that will activate the workflow (e.g., busy, voicemail, completed).

  5. Save the Trigger

    • Click the save button to confirm your setup.

  6. Test and Publish

    • Validate the workflow with test data to ensure functionality. Once verified, enable the Publish toggle to activate the workflow.

Use Cases​

Explore various scenarios where the Call Status trigger can be applied:

Missed Call Follow-Up​

  • Scenario: Ensure all missed calls (busy or no-answer) are followed up promptly to maintain customer engagement.
  • Trigger Setup:
    • Trigger: Call Status
    • Filter: Call Status is “busy” or “not answered.”
  • Outcome: Sends a notification to the sales team, creates a follow-up task in the CRM, and logs the missed call details.

Customer Support Callback Workflow​

  • Scenario: Schedule an automatic callback for unanswered incoming calls.
  • Trigger Setup:
    • Trigger: Call Status
    • Filter: Call Direction is “incoming,” and Call Status is “not answered.”
  • Outcome: Notifies the support team, schedules a callback, and updates the contact’s activity log in the CRM.

Sales Opportunity Follow-Up​

  • Scenario: Log the outcome and schedule the next action after a completed outgoing call.
  • Trigger Setup:
    • Trigger: Call Status
    • Filter: Call Direction is “outgoing,” and Call Status is “completed.”
  • Outcome: Logs the call outcome, sends a follow-up email to the contact, and schedules the next call in the sales pipeline.

Voicemail Notification for Team Members​

  • Scenario: Notify the relevant team member when a customer leaves a voicemail.
  • Trigger Setup:
    • Trigger: Call Status
    • Filter: Call Status is “voicemail.”
  • Outcome: Sends a notification to the team member, logs the voicemail in the CRM, and creates a follow-up task.

Call Status Reporting​

  • Scenario: Monitor canceled or missed calls to identify operational bottlenecks.
  • Trigger Setup:
    • Trigger: Call Status
    • Filter: Call Status is “canceled” or “busy.”
  • Outcome: Generates a weekly report summarizing call statuses and sends it to the manager for analysis.

Frequently Asked Questions​

Q: Can this trigger handle multiple call statuses in the same workflow?
Yes, you can configure the workflow to activate for multiple call statuses by adding additional filters.

Q: What happens if the same call has multiple statuses in quick succession?
The trigger activates for each status change, so it’s important to use conditions or cooldown periods to avoid redundant actions.

Q: Can I link this trigger to other workflows?
Absolutely. You can connect this trigger to other workflows, enabling seamless automation across different processes.

Q: How do I differentiate between incoming and outgoing calls?
Use the Call Direction filter to specify whether the workflow applies to incoming or outgoing calls.

Q: Can this trigger be used for external call integrations?
Yes, if your CRM supports external call integrations, this trigger can activate workflows based on call data received from third-party systems.