Workflow Actions

Actions are what your workflow does when the trigger fires and conditions pass. You can chain multiple actions in a single workflow, and they execute sequentially from top to bottom.

Available Actions

Send SMS

Send an automated text message to the caller, the assigned agent, or a custom number.

• Use merge fields like {{caller_name}}, {{agent_name}}, and {{call_duration}} to personalize the message.
• Choose which JustCall number sends the SMS.
• Supports standard SMS length. Messages over 160 characters are sent as multi-segment texts.

Send Email

Send an email notification to one or more recipients.

• Define a subject line and body with merge fields.
• Attach call details, transcription links, or voicemail recordings.
• Useful for sending call summaries to managers who do not check the dashboard daily.

Create CRM Record

Push a new record into your connected CRM (HubSpot, Salesforce, Pipedrive, Zoho, and others).

• Map workflow data fields to CRM fields.
• Create contacts, deals, activities, or notes depending on the CRM.
• Requires an active CRM integration under Settings → Integrations.

Update Contact

Modify an existing JustCall contact when the workflow runs.

• Update custom fields, tags, or owner assignment.
• Useful for automatically tagging contacts after certain call outcomes.

Add Tag

Apply one or more tags to the contact or conversation associated with the trigger event.

• Tags can then be used as conditions in other workflows, creating layered automation.

Assign to Agent

Reassign the contact or conversation to a specific agent or round-robin within a group.

• Helpful for escalation workflows — for example, reassign to a senior agent when a call disposition is "Escalated."

Send Webhook

Send the trigger data as a JSON payload to any external URL.

• Define the endpoint URL and HTTP method (POST or PUT).
• Add custom headers for authentication.
• Use this to connect JustCall to tools without a native integration, such as Zapier, Make, or your own backend.

Notify Slack Channel

Post a message to a specific Slack channel or direct message.

• Customize the message content with merge fields.
• Include links to the call recording, contact profile, or CRM record.
• Requires the Slack integration to be connected.

Chaining Multiple Actions

Add as many actions as you need. Common chains include:

1. Send SMS to the caller, then Create CRM Record with call details, then Notify Slack for team visibility.
2. Add Tag to the contact, then Assign to Agent for follow-up, then Send Email with context to the agent.

Action Execution and Errors

• Actions run in sequence. If one action fails, subsequent actions still attempt to run unless you enable "Stop on failure" in the workflow settings.
• Failed actions are logged in the execution log with error details.
• Common failure causes: expired CRM authentication, invalid phone number for SMS, webhook endpoint timeout.

Limits

Choose actions that eliminate manual steps for your team. The fewer things an agent has to remember after a call, the more consistent your follow-up becomes.