See related
No related articles

Automatically reopen outbound voice calls

Last Update: Oct 2024 • Est. Read Time: 2 MIN
To check plan availability, see the pricing page.

Integrating voice channels is a very common way to take advantage of Kustomer's omnichannel capabilities. You can use workflow automation to overwrite voice channel default behaviors, like whether or not a call is automatically marked as done when completed. 

In this article, we'll show you how to set up a workflow that reopens outbound voice calls after completion so they remain in the queue.

Who can access this feature?
User typesAdmins can access the Workflows and API Keys pages.


In this article

Prerequisites

Before following this guide, you should already be comfortable with the basics of using workflows. Workflows overview

You will also need to have your voice channel already set up before starting this guide.

Overview

Voice integrations work by updating the message based on several events send from your voice provider. You can use a workflow to set conditions to target events for outbound calls and reopen the conversation. By default, voice channels will close a conversation when an outbound call is completed — but depending on your organization's needs, you might prefer a voice conversation to remain open afterward. This article will guide you through creating a workflow to make this change for all outbound voice calls.

Create a workflow

  1. Go to Settingsand select Platform > Workflows.
  2. Select Add Workflow > Custom Workflow. The New Workflow modal will appear.
  3. Fill out a name and description for your workflow. As a best practice, we always recommend using clear, descriptive titles to help you and the rest of your admin team remember how this automation will be used in the future.
  4. Leave the callable workflow option turned off.
  5. Select Create to save the workflow. You'll be taken to the Workflow Editor where the workflow can be customized.

Customize the workflow

Next, you'll use the Workflow Editor to set up the workflow.

  1. Select the first step. In the right panel, set the trigger to:
    • Trigger App: Kustomer
    • Trigger Event: Message Updated
  2. Add a Condition Step and give it the name Outbound Voice. For this step, you'll set up 2 conditions, with the operator Multiple Conditions (And)These conditions will be pulled from the Message Updated data output in the trigger step.
    • Condition 1: Direction Type > Equals > Initial Out
    • Condition 2: Channel > Equals > Voice
  3. Next, add another condition step which will check for an event change. This Call related update will have 1 condition. Paste in the code /#steps.1.changes.attributes.meta.after.status, and set it to Exists. Use the Toggle Code View option as needed to enter or edit the code. 
  4. Add an action step to look up the conversation from step 1.
    • Action App: Kustomer
    • Action Event: Conversation: Lookup (By ID)
    • Identifier (string): /#steps.1.conversation
  5. Add a new condition that references step (3) Conversation: Lookup (By ID) and that checks that the conversation Status > Equals > Done.
  6. Finally, add a new action step with the following characteristics:
    • Action App: Kustomer
    • Action Event: Conversation Update
    • Id (string): (1) Message Updated > Conversation
    • Status (string): open
    • Ended (boolean): false

With that last step, your workflow will be finished and is ready to be activated. Be sure to use the Save button to preserve your changes. The final workflow should look like the screenshot below.