Who This Is For / When to Use
Teams tracking inbound and outbound call outcomes.
Accounts that want to prevent voicemail pickups from being marked as completed calls.
Users applying tags or automation based on call results.
How the Call Status Trigger Works
Fires when a call reaches a defined status.
Supports filters such as Call Direction and Call Status.
Can be used to tag contacts or branch workflows based on call outcomes.
Part 1: Configure Phone Number Settings
Correct phone number settings are required to prevent voicemail systems from being counted as answered calls.
Step 1: Open Phone Number Settings
Go to Settings.
Click Phone Numbers.
Select the phone number used for calls.
Step 2: Set Call Timeout
Set Incoming Call Timeout to 20 seconds.
Why 20 seconds?
This duration is short enough to stop most voicemail systems from answering, but long enough for a real person to pick up.
Step 3: Enable Call Connect (Recommended)
Enable Call Connect.
Update the Whisper Message to instruct the receiver to press a key.
Example whisper message:
“Press any key to accept the call.”
This ensures voicemail boxes are not mistakenly logged as answered calls.
Part 2: Create the Call Status Workflow
Step 1: Create a New Workflow
Go to Automations > Workflows.
Create a New Blank Workflow.
Name the workflow (example: Call Status: Completed).
Step 2: Add the Call Status Trigger
Click Add Trigger.
Select Call Status.
Step 3: Configure Trigger Filters
Recommended filters for marking completed calls:
Call Direction: Incoming
Call Status: Voicemail (or Answered, depending on use case)
These filters determine which calls enter the workflow.
Step 4: Add an Action to Mark the Call
Use an Add Tag action to label the contact.
Example tags:
Call Completed
Call Voicemail
Call Missed
This tag becomes the system of record for call outcomes.
Step 5: Publish the Workflow
Save and publish the workflow once configured.
Handling Multiple Call Statuses
You can manage multiple call outcomes in two ways:
Option 1: Create separate workflows for each call status.
Option 2: Use an If/Else action to branch based on Call Status and apply different tags.
This approach keeps call tracking flexible and scalable.
Common Issues and Fixes
Voicemails marked as completed
Enable Call Connect and set call timeout to 20 seconds.
Workflow not triggering
Verify call direction and status filters match real call data.
Incorrect tagging
Check If/Else branches or duplicate workflows using the same trigger.
FAQ
What is the purpose of the Call Status trigger?
It allows workflows to run based on call outcomes, enabling accurate tracking and automation for completed, missed, or voicemail calls.
How do I prevent voicemail from being marked as an answered call?
Set the call timeout to 20 seconds and enable Call Connect with a key-press whisper message.
Can I track multiple call statuses in one workflow?
Yes. Use an If/Else action to branch the workflow based on different call statuses.
What tags should I use for call tracking?
Use descriptive tags such as Call Completed, Call Voicemail, or Call Missed to clearly identify outcomes.
How can I test if my Call Status workflow is working?
Place test calls and review workflow execution logs to confirm correct tagging.
What should I check if the trigger isn’t working?
Confirm phone number settings, call timeout, Call Connect configuration, and workflow filters.
Why is 20 seconds recommended for call timeout?
It minimizes voicemail pickups while still allowing sufficient time for a real person to answer.