Managing Workflow Triggers
After creating your workflow, you need to configure when it should run. Triggers determine the exact moment your workflows execute, whether at the start of a call, after it ends, or when a chat finishes.
Stack Actions
Run multiple workflows from one event, in the order you choose.
Smart Context
Every workflow knows what happened in the conversation.
Available Trigger Types
Choose the right trigger based on what information your workflow needs to work with.
Pre-Call Trigger
Executes when a call is answered, before any conversation happens
Has access to caller's name and phone number only. No conversation content available since the call just started.
Post-Call Trigger
Executes after a phone call ends
Has access to the complete conversation transcript, customer information, and call outcome. Perfect for follow-ups and ticket creation.
Post-Chat Trigger
Executes after a chat conversation ends
Has access to the full chat history and participant details. Ideal for sending transcripts or creating follow-up tasks.
Setting Up Your Trigger
- 1.Navigate to your agent in the portal
- 2.Go to the workflows main page (click on the "Workflows" tab in sidebar)
- 3.Click on the "Manage Triggers" button
- 4.Select your trigger type (Pre-Call, Post-Call, or Post-Chat)
- 5.Click "Add Workflow" and select your workflow from the list
Example: Adding a workflow to a Post-Call trigger