Triggers
The Triggers tab lets your agent work in the background, without anyone on the line. When something happens — an email arrives, a call ends, a lead comes in, your system sends a webhook, or simply a set time comes — the agent can first do a task (read the mail, prepare a draft, decide whether it matters) and then call the number you choose.
Triggers are not available on the Free plan. They need a paid plan (Starter, Pro, Business or Enterprise) and a credit balance (or auto top-up) when a trigger fires. On Free you can still switch a trigger off or delete it, but not create or enable one.
Trigger calls go out from the trigger's Call from number, otherwise the agent's outbound number, otherwise the number it answers on. See Phone Numbers.
How a trigger works
Every trigger has three parts, which match the three sections of the trigger form:
| Section | What you set |
|---|---|
| When | The event that starts the trigger, plus its filters |
| Before the call | An optional task for the agent, and whether to call always or let the agent decide |
| Whom to call | A fixed number or the number from the event, the number to call from, attempts and the pause between them |
A fourth section, Limits, protects the person being called: quiet hours, calls per hour and per day, and repeat protection.
The flow on every event:
- The event arrives and is checked against the trigger's filters.
- If the trigger has a task, the agent runs it in the background. It can search and read the mailboxes and files connected to it and prepare reply drafts, but in the background it sends nothing except a summary to the fixed Owner email.
- With Always call, the agent calls after every event. With Let the agent decide, it calls only if the task says it is worth it — for example, only for important emails.
- The call goes out from the agent's outbound number, with what the agent found already in its context.
Events
| Event | Fires when | Filters |
|---|---|---|
| New email | A new email arrives in a connected mailbox — Gmail, Outlook or IMAP | Sender contains, subject contains, text contains, only emails with attachments. All filled filters must match; case does not matter |
| Call ended | A call of this agent ends | Call type (any, inbound, outbound, web call), outcome (any, short call, transfer failed, voicemail, no answer, completed conversation), longer than / shorter than (seconds), summary contains |
| New lead | A lead is captured | Form ID — leave empty to react to leads from any form |
| Webhook | Your system sends a POST to the trigger's own URL | Phone field in the request — a path in the JSON body, e.g. phone or customer.phone |
| Schedule | A set time comes | Once, every day, weekdays (Mon–Fri), every week, every month |
| Incoming SMS | An SMS arrives on the agent's number | Text contains — leave empty to react to every SMS |
| Calendar event | A Google or Outlook calendar event is coming up | Minutes before the event (5–2,880), where to find the phone number (event description, event location, attendee's phone) |
| Google Drive file | A file appears or changes in Google Drive | New or changed file, folder, name contains, file type (document, spreadsheet, presentation, PDF, folder) |
- New email needs the mailbox connected in Integrations and the matching mail tool added to the agent, so the agent can read the email in the background. See Email.
- Google Drive file sees only the folders and files you shared with the agent in Integrations, plus files the agent created itself. See Google.
- Call ended counts only this agent's calls. Calls placed by triggers or callbacks never start a trigger, so triggers cannot loop.
- The schedule uses the agent's time zone. A monthly call on the 31st runs on the last day of shorter months.
Webhook URL
After you save a webhook trigger, its URL appears in the form and in the trigger's menu (Copy webhook URL).
- Send a
POSTrequest with a JSON body of up to 64 KB. - Keep the URL secret: anyone who has it can start the trigger.
- New URL creates a fresh address; the old one stops working immediately.
- Never call the URL from a browser. If it leaks, click New URL at once. Treat the request body as untrusted data.
Whom to call
| Setting | Description | Default |
|---|---|---|
| Fixed number / Number from the event | Call one number every time, or the number the event carries: the other party of the call, the lead's phone, the SMS sender, the phone field of the webhook, the phone found in the calendar event | Fixed number |
| Phone number | For a fixed number — international format with + and country code, no spaces | — |
| Call from | Which outbound number to call from | The agent's outbound number |
| Attempts | How many times to try if nobody answers (1–5) | 3 |
| Minutes between attempts | Pause between attempts (1–120) | 10 |
Events without a phone number of their own (new email, schedule, Google Drive file) always call a fixed number.
Limits
| Setting | Description | Default |
|---|---|---|
| Quiet hours | Calls that fall into this window wait until it ends | On, 21:00–08:00 in the agent's time zone |
| Calls per hour, max | 1–100 | 10 |
| Calls per day, max | 1–500 | 50 |
| Ignore repeats for (minutes) | The same event or the same number within this time starts only one call. 0 turns this off (0–1,440) | 60 |
Platform-wide limits:
- Up to 50 triggers per agent.
- Up to 200 background tasks per account per day.
- A webhook URL accepts up to 30 requests per minute.
During a call the agent's tools have their own safety limits: at most 3 emails per conversation (or up to 5 drafts instead), at most 2 callbacks per call, and before sending an email, deleting a file or replacing a file's text, the agent reads it back and acts only after a clear "yes" from the person on the line. In a background task the agent sends nothing except a summary to the fixed Owner email; a draft goes out only after a "yes" during the call. For each tool you can also write a rule in your own words. See Actions & Tools.
Templates
Browse templates opens a gallery of ready-made triggers; you can change everything on the next step. Start from scratch lets you pick the event, the task and the call yourself.
| Group | Template | What it does |
|---|---|---|
| Call me about important emails | Reads every new email and calls you only when it is urgent or important | |
| Call me when a certain sender writes | Calls you with a short summary of each email from the sender you set | |
| Emails with attachments | Reads the attachments, pulls out amounts and dates, prepares a reply draft if needed | |
| New invoice by email | Emails that mention "Rechnung": finds the amount, due date and IBAN and calls you | |
| Morning mail digest | On weekdays at 08:30 goes through the unread emails since yesterday and calls you with the top 5 | |
| Google Drive | New file in Drive — read it and call | Reads a new file and calls you with the gist |
| New PDF in a folder — check the invoice and call | Finds the amount, due date, IBAN and sender of a new PDF in the chosen folder | |
| Document updated — call | Calls if the changed document has something substantial | |
| Spreadsheet updated — call if it matters | Calls only if new tasks or orders appeared | |
| On a schedule | Daily call · Weekly call · Monthly call · One-time call | Calls a number at the time you choose |
| After calls | Call back after a short call | An inbound call ended within 20 seconds — the agent calls back |
| Call back after a failed transfer | Forwarding to a colleague failed — the agent calls the caller back | |
| Retry when nobody answered | After an outbound call without an answer, tries again later | |
| Retry after voicemail | An outbound call reached voicemail — calls again in an hour | |
| Alert me about unhappy callers | Calls you only if the caller was unhappy or asked for a manager | |
| Call summary to the manager | After each completed conversation longer than 30 seconds, calls the manager with a summary | |
| Leads and webhooks | Call new leads right away | Calls a new lead within a minute; thanks to quiet hours, night leads are called in the morning |
| Tell me about new leads | Calls you with the lead's name, contact and request | |
| Call the customer from your system | Your CRM, shop or form sends a request with a number — the agent calls it | |
| Alert me from your system | Any system sends a request — the agent calls you and says what happened | |
| SMS and calendar | Call back after an SMS | Someone texts the agent's number — the agent calls them back |
| Tell me about incoming SMS | Calls you and says who texted and what they want | |
| Appointment reminder | Two hours before a calendar event, calls the number from the event |
Testing and recent runs
Test now in a trigger's menu runs it immediately, as if the event had just happened. You can pass sample event data as JSON — for example, the phone number for a webhook. Quiet hours and repeat protection are skipped; the hourly and daily limits still count. This places a real call.
Recent runs shows what the triggers did, together with the callbacks the agent promised during calls (the Call back later tool). Each run has a status:
| Status | Meaning |
|---|---|
| Waiting / Working | Waiting for its turn or doing the background task |
| Call queued / Calling | The call is waiting for its slot or ringing |
| Done | Finished |
| No call needed | The agent decided a call was not worth it |
| Held back | Stopped by a limit — quiet hours, hourly or daily limit, a recent repeat |
| Failed | Something went wrong — for example, no outbound number, no phone in the event, Google Drive not connected |
| Cancelled | The run was cancelled |
Billing
The background task itself is not charged. The call a trigger places is billed like any other outbound call, from your plan credits and then from top-ups. If the balance is empty and auto top-up is off, the run fails before calling. See Billing & Subscriptions.
Related
- Actions & Tools — the tools the agent uses during calls and in background tasks
- Email — connect Gmail, Outlook or an IMAP mailbox
- Google — Calendar, Gmail, Drive, Contacts and Tasks
- Phone Numbers — assign an outbound number
- Campaigns — outbound calls to a list of contacts