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Call 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
1) 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.)
2) Enter a Name for your trigger.
3) 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)
- Whenever sale data is updated for any activity
- When a FormReactor activity is created
- When PPC data is retrieved for an activity
- When cost data is retrieved for an activity
- When a caller inputs their zip code or area code for a Geo Router
- When a keyword is spotted within a call transcription
4) If you want this trigger to apply to all numbers in your account, click to turn the Trigger for all Calls toggle on.
5) Click + Add Workflow on the right side of the page.
6) Here you will begin to construct the rules for your trigger. Use the drop-downs in the If all of the following rules match section to set when the actions you want will occur.
- See Condition Details below for detailed information on each of the condition options.
7) 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.
8) Click 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:
- Delay next action
- Tag Call (limited to three tags)
- Remove Tags
- Assign agent to call
- Add to Auto Dialer
- Remove from Auto Dialer
- Add Conversion
- Remove Conversion
- Update Reporting Tag
- Score Call (star rating)
- Remove Conversion
- Send Analytics Event
- Send Analytics Transaction Event (E-Commerce)
- Send Analytics Item Event (E-Commerce)
- Send Bing Event
- Optimizely Event
- Salesforce Link
- Send Text
- Forward Text
- Add to Upcoming Scheduled Text (bulk texting)
- Remove from Upcoming Scheduled Text
- 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
- Execute Trigger
- Send Email
- Update Custom Field
9) Fill out any required fields based on the actions selected.
10) Click Save Changes.
11) 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.
12) 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.
Enhanced Caller ID
If you have enhanced caller ID enabled, the following options are also available:
- Phone Type (checks for mobile devices)
- Homeowner Status
- Household Income
- Marital Status
- Market Value
- Has Children
Triggers actions based on total call duration (including all ring time and hold time).
Triggers based on total talk time only.
Checks for the name of the agent in a call queue who answered the call.
Trigger actions based on the tracking source assigned to the tracking number that was dialed.
Trigger actions based on the receiving number that the call was routed to.
Actions will be triggered based on inbound or outbound calls only.
Trigger actions based on the call status (such as answered, no answer, or hangup).