"Incoming call" Trigger to Activate on an incoming call
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Boost Operations
Currently, the "Inbound Call - Call Direction - Incoming" workflow trigger activates only after the call is disconnected. While this functionality has its use cases, it limits the ability to take real-time action during the call itself. Adjusting the trigger to activate at the start of the call, rather than at its conclusion, would provide significant benefits.
This enhancement would allow agencies to perform critical actions such as populating data, tagging interactions, or sending API requests as soon as the call begins. These actions are essential for improving operational efficiency and customer experience. For example, triggering workflows at the start of the call enables agents to have immediate access to relevant customer information, making interactions more personalized and efficient. Additionally, early tagging and API integration can streamline downstream processes, automate data flows, and reduce manual intervention.
By shifting the trigger point to the beginning of the call, agencies can maximize their responsiveness, improve service quality, and unlock greater flexibility in handling inbound calls.
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D
Divyam Bhadoria
Merged in a post:
Incoming Call Workflow that sends automation as soon as contact calls
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Lina Lancheros
It would be great if an incoming call trigger started right when the contact is calling and not when the call is completed. We could send internal notifications to the team so they know that the contact is calling right now
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David Schardt
Yes, I NEED this in my life.
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Onno Vrijburg
trigger the workflow off "Call Status" with filter "call direction = Incoming"
This should trigger for any incoming call and you can send the internal notification.
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Lina Lancheros
Onno Vrijburg: We notices that it has been triggering after the call is completed and one of your supporr agents said that that is how it works. Attaching screenshot
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Onno Vrijburg
Lina Lancheros: I beg to differ on this as I set it up for one of my customers and she gets a SMS notification as the call comes in and is ringing on her mobile phone. That way she can see whoan is calling as we are sending the Twilio number as caller ID. But the best way to test this is to implement and call the Twilio number.
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Lina Lancheros
Onno Vrijburg: Thank you, I will test it again. But then let's make sure that support agents have the correct information please:)
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Onno Vrijburg
Lina Lancheros: Would love to but I'm not with High Level, I'm just an Agency Owner
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Lina Lancheros
Onno Vrijburg: Oh sorry about that lol