API Community Support CTM Home
Activities
Activity Logs
Contacts
Flows
Automation
Chats
Forms
Routing
Release Videos
Release Notes
COVID-19
Integrations
ABTasty
Acquisio
AMP
Bing
Bizible
Cake
Facebook
Gong i.o
Google Ads
Google Analytics
Google Data Studio
Google Marketing Platform
Hubspot
Instapage
Kenshoo
Kissmetrics
Mailchimp
Marin Software
Marketo
Microsoft Dynamics
Optimizely
Oracle Maxymiser
Salesforce
SendGrid
Slack
SnapChat
Stripe
SugarCRM
Symplify
Unbounce
VWO
Wix.com
WordPress
Zapier
ZenDesk
ZOHO
General
Help Center
Numbers
Management
Dynamic Numbers
Reports
Analytics
Contact Center
Reports Delete
Usage
Report Settings
Settings
Account Management
Current Account
Contact Management
Parent/Agency
Configuration
Users
Softphone
Texts
Text Settings
Recorded Training
CTM Academy
On-Demand Videos
Upcoming Topical Webinars
Menu +

Custom Actions

Custom actions allow you to add buttons to the softphone or the call log.  The custom buttons can be configured to transfer calls to a specific phone number or specific agent automatically, or can act as shortcuts to perform specific tasks.

 

Creating a Custom Action

  1. Navigate to Settings → Custom Actions.
  2. Click New Action on the right side of the toolbar at the top of the page.
  3. Enter a name and description for the custom action.
  4. Click Add Action and select the action you’d like to occur when the button is clicked.
    • Tag Call (limited to three tags) / Remove Tags
    • Assign Agent to Call
    • Add to /Remove from Auto Dialer
    • Run Lambda Function
    • Add /Remove Conversion
    • Update Reporting Tag
    • Score Call (star rating)
    • Send Analytics Event
    • Send Bing Event
    • Send Text (text message rates apply)
    • Add to Upcoming Scheduled Text
    • Update Custom Field
    • Transfer Live Call
  5. If you wish to make your custom action available on a live call, check the Live Calls box in the upper right corner of the custom action panel.
  6. Click Save Changes.

Removing a Custom Action

Custom actions can be deleted at any time using the orange trash can icon to the right of each action on the custom actions page.  Click Save Changes to confirm.

X