Feature GuidesOperations
Operations
Automate workflows and monitor live calls with rule-based automation and real-time keyword detection.
Who should read this:AdministratorsManagers
The Operations section contains tools that run in the background to enforce business rules, trigger actions automatically, and surface important call events in real time. These features let you move from reactive management to proactive operations.
Operations Modules
| Module | Description |
|---|---|
| Automations | When/if/then rules engine for event-driven workflows |
| Keyword Spotting | Real-time speech detection that alerts supervisors when specific words are spoken |
How Operations Work
Both modules react to events happening across your phone system:
- Automations listen for events like a call ending, a queue threshold being crossed, or a new contact being created. When conditions are met, the system executes actions such as sending a webhook, assigning a tag, or notifying a user.
- Keyword Spotting listens to live audio streams during calls. When a configured keyword or phrase is detected, it triggers an alert in real time.
Together, these tools let you build a layer of intelligence on top of your calling operations without writing code.
When to Use Each Module
| Scenario | Module |
|---|---|
| Notify a Slack channel when a VIP customer calls | Automations |
| Alert a supervisor when an agent says "cancel" or "refund" | Keyword Spotting |
| Tag contacts automatically after a call disposition | Automations |
| Detect competitor mentions during sales calls | Keyword Spotting |
| Trigger a webhook to your CRM when a call ends | Automations |
| Flag compliance-sensitive language in real time | Keyword Spotting |
Operations features require specific backend services to be active. Automations run on the built-in event bus. Keyword Spotting requires a Deepgram API key to be configured for streaming speech recognition.