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Call Automations

In CallStudio, you can create new automations to perform different actions both in real-time or post-call. With the flexibility of automations, you can solve a wide range of problems such as:

  • Alerting: You can create automations that alert you when certain conditions are met.
  • Flagging: You can create automations that flag calls that meet certain conditions.
  • Call routing: You can create automations that route calls to different agents based on certain conditions.
  • Event triggering: You can create automations that trigger events in other systems based on certain conditions.
  • Assigning evaluation forms: You can create automations that assign evaluation forms to calls based on certain conditions.

How do automations work?​

Automations are based on a set of rules that are evaluated on each call. When a rule is met, the automation is triggered and the action is performed. The rules are based on a set of conditions that can be combined using logical operators such as AND, OR, and NOT.

Automation format​

The format is simple, it follows the following structure:

When (something happens), then (do action 1), (do action 2), (do action 3), etc.

There are two types of automations:

  • Real-time automations: These automations are triggered during the call. For example, you can create an automation that alerts you when the sentiment score of a call is below a certain threshold.
  • Post-call automations: These automations are triggered after the call has ended. For example, you can create an automation that sends an email to the client after the call has ended.

Supported actions​

The following table lists the supported actions that can be performed by automations:

  1. Alert: Send an alert to a supervisor or the agent.
  2. Flag: Flag the call for further review.
  3. Send a webhook: Send a webhook to another system.
  4. Assign evaluation form: Assign an evaluation form to the call to be filled.
  5. Custom action: Perform a custom action (depends on the system implementation).

How to create automations​

To create a new automation, you can follow these steps:

  1. Navigate to the Automations section in the navigation bar.
  2. Click the Create new automation button.
  3. Give your automation a name and a description.
  4. Set the automation type to Real-time or Post-call.
  5. Set the conditions for the automation.
  6. Set the actions for the automation.
  7. Click the Save button.

In the automations list, you can toggle the automation on or off. When an automation is off, it will not be triggered.

Automation history​

You can view the history of automations by clicking the Automation history button in the navigation bar. Here you can view all the automations that have been triggered and the actions that were performed.