Workflow configuration in Zoho Voice supports extended integration with any legitimate services available with the assistance of Deluge, Zoho's online scripting language.

 Rules define the trigger type for a service connection and configure the call or SMS event that initiates the connection in the workflow rule. Conditions narrowing down a broader data set are also defined here, that can be associated with functions. 

 Note: One Rule can have multiple conditions associated with it. One condition can have up to five functions assigned.

Scenario: For a call module, when you want the workflow to be triggered only for Agent A, as well as for all the missed calls by some agents that include Agent A in the group, you can leverage multiple criteria groups. One group can be configured for agent-based criteria, while the other group can be configured for call-based criteria to ensure the workflow is triggered for either of the cases.

How Criteria Groups and Match Levels work?

• Single Criterion: If there is only one criteria in the group, the match level does not affect the filtering process.

• Multiple Criteria: When multiple criteria exist, the match level determines how these criteria are combined:

• All: All criteria must be true for the filter to be activated.

• Any: At least one criteria must be true for the filter to be activated.
  

Example  

Scenario: You have a criteria group with three criteria:

• Caller ID: Matches the number "1234567890"

• Call Duration: Greater than 5 minutes

• Call Time: Between 9 AM and 5 PM

Match Level: All If a call meets all three criteria (Caller ID, Duration, and Time), it will be included in the filter results.

Match Level: Any If a call meets any one of the criteria (Caller ID, Duration, or Time), it will be included in the filter results.

 Note: Once a function is assigned, changing the module type of the rule removes the conditions assigned to the rule, thereby removing the functions associated with the condition.