Creating an Automation

Who should read this article: Administrators

Build an Automation that sends an SMS or WhatsApp message when a call or conversation ends.

Introduction

This article shows you how to create an Automation, step by step. For an introduction to how Automations work, refer to Automations overview.

Before you start, make sure you have:

• The Edit Workflows permission.
• For WhatsApp: a WhatsApp channel and an approved WhatsApp message template. Refer to Message templates.
• For SMS: a Sender ID group.
• Your wrap-up codes, if you want to match on them.

Step 1: Create the Automation

1. From the Voiso main menu, navigate to Automation > Workflow studio.
2. On the Workflows tab, click Add workflow.
3. Enter a Workflow name.
4. Select Automation, then click Next.
5. Choose a starting point:
   • Start from a template — pick one of the Automation templates. You can filter them by trigger and action, or search by name. The Workflow builder opens with the nodes already in place. You still need to fill in your own values.
   • Start from scratch — the Workflow builder opens with only the Trigger node.
6. Click Next.

Step 2: Set up the Trigger node

The Trigger node decides which event starts the Automation and which traffic it covers.

1. Click the Trigger node to open its settings.
2. In Event, select one of the following:
   • Dialer call ended
   • Conversation ended
3. Select what the Automation covers:
   • For Dialer call ended, select one or more Campaigns. Only campaigns that can still make calls are listed. Completed, Stopped, and Error campaigns are not shown.
   • For Conversation ended, select one or more Channels: Webchat, WhatsApp, Telegram, Facebook, Instagram, or Viber.
4. Optional, for Dialer call ended only: select Auto-include all newly created campaigns if you want the Automation to also cover campaigns that you create in the future.

Step 3: Add conditions

Use a Conditions node to decide when the message is sent. Without conditions, the Automation sends a message after every call or conversation it covers.

1. Click the Conditions icon in the node palette to add the node.
2. Drag a link from the Trigger node's Next step to the Conditions node.
3. Click the Conditions node to open its settings.
4. Choose how the rules combine:
   • All rules — the event must match every rule.
   • Any rule — the event must match at least one rule.
5. Click Add rule, then select a variable, an operator, and a value. For example: disposition equals no_answer.

For variables with a fixed list of values, such as campaign, wrap-up code, agent, queue, disposition, and redial_scheduled, you choose the value from a list. This prevents typing mistakes. These variables use the operators equals, doesn't equal, empty, and not empty.

Each condition has its own output on the node. Events that match none of the conditions leave through No match. Link No match to an End node if you do not want to do anything for those events.

For the full list of variables, refer to Trigger node.

Step 4: Add the message

1. Click the Send message icon in the node palette to add the node.
2. Link the matching condition output to the new node.
3. Click the node to open its settings.
4. In Channel, select SMS or WhatsApp.
5. In From:
   • For SMS, select a Sender ID group.
   • For WhatsApp, select a WhatsApp channel.
6. Choose who receives the message:
   • Keep Send a message to the number taken from the trigger selected to send the message to the customer. For Dialer call ended, this is the number that was dialled. For Conversation ended, this is the customer's WhatsApp number.
   • Clear it to type a phone number in To. Every message from this node goes to that one number.
7. Add the message content:
   • For SMS, type the Message. You can add variables, such as {{user.name}} or {{campaign.name}}.
   • For WhatsApp, select a Message template.

Step 5: Finish and save

1. Link the Send message node's Next step to an End node.
2. Click Save workflow.

The Automation now shows as Configured in the Workflows list. It is still OFF.

Step 6: Switch it on

1. Go back to Automation > Workflow studio.
2. Find your Automation in the list.
3. Click its switch in the Controls column so it shows ON.

The Automation starts working with the next call or conversation that matches.

Example: SMS after an unanswered call

Save an Automation as a template

If you want to reuse an Automation, open it in the Workflow builder and click Save as a template. Enter a Template name and, if you want, a Description, then click Save & open template builder. Your Automation keeps running without changes. Refer to Automation templates.

Related articles

• Automations overview
• Automation templates
• Trigger node
• Send Message