Ability to Use Phone Numbers as Conditions in Triggers/Automations
Hi,
We would like to have the option to use Talk lines numbers in business rules conditions, similarly to "Receive at" condition for emails:
We would like to create a view for calls that were directed to a specific number, no matter if the team responsible for this number actually answered the call or it was routed to another group.
Example: if a player calls our "VIP Customer Service" number, all VIP agents are busy, and a member of the secondary group for this line (regular "Customer Service Team") answers the call we would like to be able to add a "vip_customer" tag via a trigger, despite the fact that non-VIP agent answered the call. And we want to achieve this based on the number which the player called.
Please, consider adding "Talk number" conditions for triggers and automations.
Thank you.
Regards,
Yanko Chakarov
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Official comment
Hi all! I've notified the Talk PM to chime in on their roadmap plans on this thread. They will take it from here, thanks.
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+1
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Hi @... - PM for Triggers and Automations here. I've captured your feedback for the Talk team to review. Thanks for providing your use case!
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I absolutely concur! We have one number set up for extremely urgent issues and we need to set up some type of notification for those after hour calls.
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+1 this is a very useful and probably easy to implement feature
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hi @..., do you have a timeframe of when this will be available? We currently really need this as to help sort or tickets to trigger other automations. Thanks!
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+1 This is a must for our team now. We are using triggers to look for ticket COMMENTs with the specified number but the issue this causes is that if someone submits a ticket and their signature includes the number, the trigger fires incorrectly and it causes a big mess for our team
It would be more safe to have a trigger condition specifically for the number so it would not matter if it was contained in the email to us in Zendesk
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+1
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+1
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+1
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Ditto. Being able to use a specific Talk line/number as a condition in triggers would be very very very helpful for us.
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Yes please!
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YES PLEASE! some way to do this?
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Hi, here from the Talk Team!
The ability to create conditions based on phone numbers is something we don't have in our roadmap just yet, but there's a simple workaround that should work for most cases.
All tickets created by Talk have comments containing fields "call from" and "call to" (or simply "from" and "to" when the caller leaves a voicemail or abandons the call). So, you can create a trigger based on finding these specific strings in the ticket comment text. Make sure to use the additional condition "Ticket > Channel is Phone Call Incoming" so your trigger won't be triggered by any phone number, like in emails or comments left by the agent etc.
An example:
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