Triggers can be used to automate processes in your account based on specific aspects of a call, 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 be applied to different groups of tracking numbers, so that you can have different actions taken for different advertising channels or customers in your account.
Creating a Trigger
Navigate to Calls → 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.
When a call or text is received
When a call or text is sent
Through a voice menu or other trigger
When an agent answers a call within a call queue
When an agent transfers a call
When a website session is associated to the call record
When the caller hangs up the call early
Trigger when call contact panel is manually updated
Once all information about the activity is captured
1 hour after call data is captured (for Google Analytics)
Fill out any required fields based on the actions selected.
Click Save Changes.
To have this trigger applied to specific tracking numbers in your account, click or scroll to the General section and click the button for Edit Assigned Tracking Numbers.
In the pop-up that appears, click the tracking numbers you want to use this trigger in the list on the left in order to move them to the assigned list on the right, then click save.
There are several conditions you can use to determine which route a call will take. All options are listed below, including information for what each option does and how each one can be configured.
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.
Checks the difference in time between this call and the last time you received a call from this number. You can create rules for people who have called with 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
Checks whether the call is occurring during one of the schedules in your account.
Example: Use “Time of Call is not within Business Hours” to catch calls routed to your after-hours voicemail.
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 using cell phones who do not have names listed.
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.
Checks if the caller has blocked their own caller ID. Choose yes or no.
Example: If “Restricted Number is Yes,” tag the call with “missing caller ID.”
Location of Caller
Checks the caller’s location (based on 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
Checks for the relevant information in the address associated with the caller’s number.
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 for calls that match “Landing Page contains awesome-new-product” to your Awesome New Product specialist’s number.
Day of Week and Month
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.
Checks for any tags that have already been applied to the call (from a voicemail, another router, or a call trigger). Choose any existing tag in your account.
Example: If “Tag includes support,” route to your support queue.
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.
Checks the dollar value assigned to a call in the call scoring section. This can match values that are exact, or greater or less than a specific value.
Example: If “Converted Amount is greater than 100,” update the reporting tag on the call.
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.