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Suhana Hamzah
Business Problem:
When a call goes unanswered, agents have no automated way to follow up with the contact. Teams are manually tracking missed calls and reaching out across multiple platforms — leading to delayed responses, missed opportunities, and inconsistent customer experience.
Use Case:
  • A contact calls in but no agent is available to answer
  • The conversation is assigned to the relevant agent or team for timely follow-up
  • A follow-up message is automatically sent to the contact acknowledging the missed call
Desired Outcome:
Introduce a ready-made workflow template using the Call Ended trigger that automatically:
  • Opens the conversation when a call is missed
  • Assigns the conversation to the right agent or team
  • Sends a follow-up message to the contact
This gives businesses a clear starting point to automate missed call recovery without having to build the workflow from scratch.
Current Workaround:
Users can manually build this workflow using the Call Ended trigger with incoming_missed filter, Open Conversation, Assign To Team, and Send Message steps, but there is no pre-built template to guide them through the setup.