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What is a Flow?

A flow is an automation workflow that connects triggers (events that start the flow) with actions (tasks that execute when triggered). Flows help you automate post-call processing, integrate with external systems, and enhance your AI calling capabilities.

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Understanding Flow Components

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Trigger: The Starting Point

The trigger is the event that starts your flow. It determines when and how often the flow executes. Available Trigger Types:
  • Call Ended Trigger: Activates when an AI call completes
  • Inbound Call Variable Injection: Triggers before the AI assistant picks up an incoming call
  • Schedule Trigger: Runs at specific times or intervals
  • Webhook Trigger: Activates when an external system sends a webhook
  • Event Trigger: Responds to specific service events
Each trigger provides different data and context. For example, the “Call Ended” trigger gives you access to the full conversation transcript, call duration, and outcome.

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Action: What Happens Next

Actions define what occurs when the flow is activated. They control the automation tasks that execute after the trigger fires. Common Action Types:
  • CRM Updates: Update HubSpot, Salesforce, or other CRM systems
  • Data Storage: Save call data to Google Sheets, databases, or files
  • Notifications: Send emails, SMS, or Slack messages
  • Webhooks: Trigger external APIs or custom integrations
  • Campaign Management: Add leads to campaigns or update lead status
  • Code Execution: Run custom JavaScript code for complex logic

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Real-World Flow Example

Visual diagram showing flow components: trigger on the left connected to actions on the right Example: Post-Call CRM Update Flow
  1. Trigger: Call Ended
  2. Action 1: Extract key information from transcript (e.g., customer name, inquiry type)
  3. Action 2: Update HubSpot contact with call outcome
  4. Action 3: Send email notification to sales team if lead is qualified

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Best Practices for Building Flows

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Start Simple

Begin with a single trigger and one action. Test thoroughly before adding complexity.

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Use Variables Effectively

Leverage data from triggers (like call transcripts or lead information) to personalize actions.

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Handle Errors

Add error handling for actions that might fail (API timeouts, invalid data, etc.).

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Test Your Flows

Use the debugging tools to test flows before deploying them to production.
Next Steps