Automations
Build when/if/then rules that react to call events and trigger actions automatically.
The Automations engine lets you define rules that listen for events in VoiceCenter and execute actions when conditions are met. Rules follow a simple when / if / then pattern and require no coding.
How It Works
Every automation rule has three parts:
- When (Trigger) — the event that starts the rule.
- If (Conditions) — optional filters that must be true for the rule to fire.
- Then (Action) — what the system does when the trigger fires and conditions pass.
Available Triggers
| Trigger | Fires When |
|---|---|
| Call Started | An inbound or outbound call begins |
| Call Ended | A call is completed or abandoned |
| Queue Threshold | A queue's wait time or caller count exceeds a limit |
| Contact Created | A new contact is added to the CRM |
| Agent Status Changed | An agent goes online, offline, or busy |
| Disposition Applied | An agent applies a wrap-up code after a call |
Available Actions
| Action | What It Does |
|---|---|
| Send Webhook | Posts a JSON payload to an external URL |
| Send Notification | Delivers an in-app notification to a user or group |
| Tag Contact | Adds a tag to the contact associated with the event |
| Assign Lead | Creates or updates a lead in the CRM pipeline |
Webhook URLs are validated with SSRF protections. The system blocks requests to private IP ranges, localhost, and internal network addresses. Only publicly routable HTTPS endpoints are allowed.
Creating an Automation Rule
Navigate to Operations and select Automations
Open Operations from the main navigation and click Automations.
Click Create Rule
Click the Create Rule button to open the rule builder.
Select a trigger
Choose the event that should start this rule. For example, select Call Ended to react to every completed call.
Add conditions (optional)
Add filters to narrow when the rule fires. For example: direction equals inbound, duration greater than 60 seconds, or queue equals "Support".
Choose an action
Select what should happen when the rule fires. Configure the action details, such as the webhook URL or the tag to apply.
Save and enable
Give the rule a name, save it, and toggle it to Active. The rule begins processing events immediately.
Presets
VoiceCenter includes preset templates for common automation patterns:
- Notify a manager when a call is abandoned
- Tag contacts after a completed inbound call
- Webhook to external CRM on call end
- Alert when queue wait time exceeds a threshold
- Assign a lead when a new contact calls in
Click Use Preset to load a template, then customize the conditions and action details for your needs.
Managing Rules
- Enable / Disable — Toggle a rule on or off without deleting it.
- Edit — Modify triggers, conditions, or actions at any time.
- Delete — Remove a rule permanently.
- Execution Log — View a history of when each rule fired and whether the action succeeded or failed.
Start with presets and adjust from there. It is easier to modify a working template than to build a rule from scratch.