---
title: "Creating an Automation"
slug: "creating-an-automation"
updated: 2026-10-14T11:23:10Z
published: 2026-10-14T11:23:10Z
canonical: "docs.voiso.com/creating-an-automation"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](/docs/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](/docs/administration-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.

              Important

              

**Select all** selects only the campaigns that exist today. Campaigns you create later are **not** added, unless you also select **Auto-include all newly created campaigns**.

              Tip

              

If you change the event later, the variables available in your conditions and messages change too. Check your Conditions and Send message nodes after you change the event.

## 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](/docs/automations-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**.

              Important

              

**Only WhatsApp conversations have a phone number.** The **Conversation ended** trigger also fires for Webchat, Telegram, Viber, Facebook, and Instagram. These conversations do not include a phone number, so with **Send a message to the number taken from the trigger** selected, no message is sent for them. To message customers, select only **WhatsApp** in the Trigger node.

A number typed in **To** gets every message, so use it only for internal alerts, for example to a supervisor.

## 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.

              Important

              

Test with a small campaign or a test channel before you switch on an Automation for all your traffic. An Automation sends real messages to real customers.

## Example: SMS after an unanswered call

| Node | Setting |
| --- | --- |
| Trigger | Event: **Dialer call ended**. Campaigns: *Spring promo*. |
| Conditions | **All rules**: `disposition` **equals** `no_answer`. |
| Send message | Channel: **SMS**. From: your Sender ID group. **Send a message to the number taken from the trigger** selected. Message: `Hi, we tried to call you today about {{campaign.name}}. Call us back on +44 20 0000 0000.` |
| End | — |

## 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](/docs/automation-templates).

## Related articles

- [Automations overview](/docs/automations-overview)
- [Automation templates](/docs/automation-templates)
- [Trigger node](/docs/automations-trigger-node)
- [Send Message](/docs/flow-builder-send-message)