Workflow Rules for Calls | Zoho CRM - Help

Workflow for Calls

Workflow rules for calls allow you to perform certain actions automatically whenever a call is received, made, missed or scheduled. It significantly reduces manual effort of updating or adding details about the individual call.

For example, you can send a notification to the supervisor whenever a call is missed so that they can quickly tend to it. In some businesses, agents make multiple cold calls in a day and to prevent overlaps they schedule the calls at regular intervals. You can either create a workflow to update the call status as completed once the call ends or right when the call is answered by the recipient. The latter will help prevent repetitive calls to the customer due to oversight.

Similarly, for organizations that have set up an escalation for calls that are overdue by 30 min can benefit for false alerts if they update the call status while its ringing. As soon as the agent makes a call the call status will be updated to "contacted" to prevent false alarm.   

Creating Workflow Rules

Creating and configuring a workflow rule consists of the following parts:

  • Part 1 - Basic Details - Details about the record type for which the rule applies, Rule Name, and Description.
  • Part 2 - Rule Trigger - Specifies when the rule should be triggered based on the type of call.
    • Incoming and Outgoing call - Triggers when an incoming call is completed, ringing or attended. For ringing and attended it is mandatory to have telephony services integrated. To know more about the telephony providers click here. That is, the workflow will be triggered only if the call is made via CRM.
    • Scheduled Call - Triggers only for scheduled calls in Zoho CRM. You can specify when the rule should be triggered when:
      • A scheduled call is Created or Edited
      • A scheduled call is Overdue
      • A scheduled call is Rescheduled
      • A scheduled call is Reassigned
      • A scheduled call is Deleted
    • Deleted call - Rules can be triggered when a call log is deleted from Zoho CRM
    • Any of the Above - Rules can be triggered irrespective of the type of call
  • Part 3 - Workflow Conditions - Multiple conditions can be created in a workflow rule. The conditions can be set based on:
    • Call Fields (Call Duration, Call Purpose, Call Result, etc.)
    • Caller (Leads, Contacts, Accounts, Unknown).

    You can apply the workflow rule to:

    • All modules (leads, contacts, accounts, or unknown)
    • Selected module
    • Records in a module which matches the specified conditions.
  • Part 4 - Instant Actions - Specify the actions to be performed for records that meet the specified criteria. You can automate email notifications, task additions, field updates, webhooks, and custom functions so that they will be triggered immediately when a rule is executed.

Enter basic details of the rule

To enter basic details

  1. Go to Setup > Automation > Workflow Rule.
  2. In the Workflow Rules page click + Create Rule.
  3. In the Create New Rule popup, select Calls from the dropdown list.
  4. Enter the Rule Name and Description of your Workflow Rule.
  5. Click Next.

Specify Rule Trigger

To specify rule trigger

  1. Select the type of call you want to apply the workflow rule to.
    If scheduled call is selected, you must further specify when the rule should be triggered from the dropdown list box.

  2. Click Next

Create Workflow Conditions

To create workflow conditions

  1. Check Yes if you want to set conditions for call properties.
  2. Specify the conditions based on which workflow will be triggered.
    For example, you can apply a workflow rule for calls that are Logged manually from CRM and have Demo as their Call Purpose.
    You can apply this rule to records matching all or any of these conditions.
  3. Choose the module to which you want to apply this rule (Leads, Contacts, Accounts, or Unknown).

    Callers whose information is not available in Zoho CRM will fall under the Unknown category.
  4. Apply the rule to all modules, or selected module, or records in a module which matches the specified conditions.
    For example, if the condition is set to "Leads in the city of Boston," then the workflow will be triggered only for leads in Boston.

Add or Associate instant actions

To add or associate instant actions

  1. Click Instant Action  and select the action from the drop-down list.
  2. In the pop-up, select the actions that are listed or click New [Action] to create one and then associate.
  3. Click Associate if you want to associate an action that already exists.
  4. Click Save.

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