Automation
Use our automation and workflow tools to streamline processes and surface conversation trends. Automate repetitive tasks, so agents have more time to speak with contacts.
Triggers
Getting Started (Basics – Growth & Connect)
Use triggers to automate workflows based on events. Automatically assign an Agent to a missed (or no answer status) call. This ensures each of your Agents are aware of missed calls.
Flows → Triggers → Add Workflow → Create a Rule → Add Action
Tools for Success (Intermediate – Growth & Connect)
CTM integrates with some of the most popular CRM platforms (Salesforce, HubSpot, Zoho to name a few). Once integrated, you can use triggers to send data from CTM directly into your CRM. This helps provide your Agents with a complete view of your customers.
Settings → Integrations
Flows → Triggers → Add Workflow → Create a Rule → Add Action
Keyword Spotting
Getting Started (Basics – Performance, Growth & Connect)
Keyword spotting rules allow you to identify words spoken during a conversation and automate actions based on those words. Available in real-time & post-activity.
- Identify Product Interest
By creating keyword spotting rules based on product lines, managers can view the call log and identify which products or services the client is interested in without the need to listen to the call recording or read the transcription of the call. This is a great time-saving tool for managers to understand the call’s subject and automatically categorize calls for easy reporting afterward.
Tools for Success (Intermediate – Growth & Connect)
Lambdas
Tools for Success (Intermediate – Connect)
Lambdas are written code that allow you to tailor aspects of the CTM platform to your own needs. Users that are familiar with JavaScript can write a Lambda function to perform advance actions in their CTM environment, like parsing data out of a text message for digestible data points.
- Text Message Campaigns
An email campaign goes out asking contacts to replay with information about themselves, this information will be used by the company for other marketing outreaches. A Lambda function can be written to parse the data sent in the text message for easier access. Once the data is parsed, a trigger can then be set up to place those data point into custom fields on the contact activity.
Flows → Lamdas → New Lamda
Flows → Triggers → Add Workflow → Create Rule → Add Action