Want to know which building blocks you can use in a CallHub Workflow? This reference lists every trigger, condition, and action in Workflow 2.0, what each one does, and how to pick the right combination. It is for admins who are building or planning an automation.
Why build a Workflow
A Workflow does the follow-up work your team would otherwise do by hand after every campaign. You set one rule, and CallHub applies it to every contact, every time, within moments of the event happening.
Here is what that gets you:
- No more export and re-import. Contacts who answer a survey question a certain way can move straight into your next texting campaign, without anyone downloading a CSV and uploading it again.
- Faster follow-up. A supporter who says yes on a call can get a thank-you text the same minute, while the conversation is still fresh, instead of days later when the list is finally sorted.
- Cleaner lists. Tags go on and come off automatically, so your segments stay accurate as the campaign runs, not just on the day you built them.
- Fewer wasted dials. Stop Outreach cancels remaining retries for contacts you have already reached, so your agents spend their hours on people you have not talked to yet.
- Compliance you do not have to remember. Add to DNC and Add to Suppression List run the moment a contact opts out, rather than waiting for a manual cleanup pass.
Most teams start with one simple two-branch Workflow, usually "survey answer decides the next campaign," and add more as they see what it saves them. Choosing your trigger, condition, and action from the tables below takes about five minutes. Building the Workflow itself takes roughly ten.
Before you start
- You need admin access to the CallHub dashboard.
- Create the campaign, contact list, tag, or survey question your Workflow will act on first. A trigger and an action can only point at something that already exists.
- Know your whole flow before you publish, because a published Workflow cannot be edited.
⚠ WARNING: You cannot edit a Workflow after you publish it. Only drafts are editable, so confirm every trigger, condition, and action on every branch before you click Publish. A mistake means building a replacement Workflow from scratch.
How to use this reference
- Decide what should start your automation, then pick a trigger from the Triggers table below. One Workflow has one trigger.
- In the Workflow builder, set the trigger's scope: the campaign, tag, or survey question the trigger should watch.
- Decide whether the flow should pause or branch, then pick a condition from the Conditions tables. Use Wait or Wait Until to delay, and If/Else to split contacts down a True path and a False path.
- Decide what CallHub should do to the contact, then pick one or more actions from the Actions table. You can put different actions on each If/Else branch.
-
Follow Set up a Workflow to assemble the pieces in the builder and publish.
Triggers
A trigger is the event that starts the Workflow. Each Workflow has one.
ⓘ NOTE: All triggers work on future data only. A Workflow starts for a contact only when the trigger event happens after the Workflow is published. If/Else conditions are different: they can also match past data, as explained under Conditions below.
| Trigger | What starts the Workflow |
|---|---|
| Tag is added | A tag is added to a contact from a specific campaign. Also works when a tag is added manually through the CallHub dashboard or through Integration Sync. |
| Tag is removed | A tag "X" is not present for a contact, and the tag "X" is manually removed from the contact. |
| Call Completed | A call completes. A call counts as complete when it ends and the agent moves to the next call, whatever the outcome or disposition. |
| Outreach Completed | An outreach is completed for a contact. It counts as complete when the call's retry attempts and scheduled callbacks are exhausted. See Choose between the Call Completed and Outreach Completed triggers. |
| Initial Message sent | An initial message is sent to the contact from any SMS campaign, including Call Center Texting. |
| Message received | A message is received from a contact on any SMS campaign, including Call Center Texting. |
| Link clicked | A contact clicks a URL short link sent via a message from any SMS campaign. |
| Suggested Action Clicked | The contact clicks a suggested action. |
| Survey Answered | The contact answers one of the surveys in the text script. |
| Added to contact list | A contact is added to a contact list. |
| Added to segment | A contact is added to a Segment. |
Conditions
A condition is the rule the Workflow checks after the trigger fires. Conditions come in two types: Wait and If/Else.
Wait and Wait Until
| Condition | What it does |
|---|---|
| Wait | Adds a delay of a set number of minutes, hours, or days before the next action or condition runs. |
| Wait Until | Pauses the Workflow until an exact date, then automatically runs any subsequent actions on that date. |
✓ TIP: Use Wait for relative timing such as "three days after the call," and Wait Until for fixed timing such as "on October 15." A Wait placed early in the flow delays everything downstream of it.
If/Else
An If/Else condition runs different actions depending on whether the rule you set is true or false. Use it to send contacts down separate paths, with its own actions on each.
You can check eleven condition types, each with its own operators:
| Condition type | What it checks | Operators |
|---|---|---|
| Tag | Whether a tag is on the contact. | is / is not |
| Survey response | How the contact answered a survey question in your script. | is / is not / Answered / Not Answered |
| Call retry attempts | How many times CallHub has retried the contact. | less than / less than, equal to / equal to / greater than / greater than, equal to / not equal to |
| Call disposition | The disposition your agent selected on the call. | is / is not |
| Call status | The system disposition CallHub records for the call, such as a call that never connected to an agent. Use this to follow up on calls no agent ever picked up, where no agent disposition exists. | is / is not |
| Message response | Whether the contact replied to your message. | is replied / is not replied |
| Link | Whether the contact clicked the short link in your message. | is clicked / is not clicked |
| Transfer digit pressed | Which transfer digit the contact pressed in a Voice Broadcast campaign. | is / is not |
| Agent | Which agent handled the contact. | is / is not |
| Agent Team | Which team the handling agent belongs to. | is / is not |
| Contact property | The value of any contact field, both default fields and custom fields, such as State or Last donation amount. | is / is not / greater than / less than / contains / in |
✓ TIP: Call disposition and Call status are not the same thing. Call disposition is what your agent chose after the conversation. Call status is what CallHub recorded about the call itself. Calls that never reached an agent have a Call status but no agent disposition, so use Call status to catch them.
Actions
An action is the task CallHub carries out automatically once the trigger fires and the conditions are met.
| Action | What it does |
|---|---|
| Add to a campaign | Adds the contact to the selected campaign if the conditions are met. |
| Add to a contact list | Adds the contact to the selected contact list if the conditions are met. |
| Add Tag | Adds a tag to the contact if the conditions are met. |
| Remove Tag | Removes a tag from the contact if the conditions are met. |
| Send webhook | Sends contact information to the webhook URL you provide if the conditions are met. See Webhooks in CallHub Workflows. |
| Stop Outreach | Prevents any further calls to the contact, including retries and scheduled callbacks, and marks the contact as Completed. See Stop Outreach for Call Center campaigns. |
| Add to DNC | Adds the contact to the Do Not Call (DNC) list, opting them out of calls, texts, or both. Contacts added to DNC in CallHub are synced to the respective CRMs. |
| Add to Suppression List | Adds the contact to the specified suppression list if the conditions are met. |
| Add to Incoming Call Blocklist | Adds the contact's number to your account's blocklist, so their calls into your campaign numbers are rejected. Use it when a contact turns abusive: adding them to DNC stops you calling them, but does nothing to stop them calling your agents. |
| Send Reply | Sends a reply to the contact from the campaign selected in the action. |
| Update contact property | Sets the value of a contact field on the contact, for example marking a lead score as "hot." Field type and choice validation still apply, so the value has to be valid for that field. |
ⓘ NOTE: Send Reply works only if the contact has a Mobile number. Contacts without one will not receive the reply.
ⓘ NOTE: Triggers watch for future events, so contacts whose event already happened will not enter your Workflow. Publish the Workflow before you start the campaign it depends on.
FAQs
Should I use Call Completed or Outreach Completed?
Use Call Completed to act on every dial, whatever the outcome. Use Outreach Completed to act once per contact, after all retries and callbacks are exhausted. See Choose between the Call Completed and Outreach Completed triggers for the full comparison.
My use case is not covered by the current triggers, conditions, or actions. What do I do?
Send your requirements to support@callhub.io and the team will look into it.
Comments
0 comments
Please sign in to leave a comment.