Triggers
Automatically start an action the moment a specific event occurs — no manual follow-up required.
Overview
Triggers are "if this, then that" rules built into Volume Reach. When a defined event happens — a call completes with a particular outcome, a contact replies to an SMS, a voicemail is left — a trigger can immediately fire an action on your behalf: send an SMS, enroll a contact in a drip sequence, update a contact field, and more.
Triggers remove the gap between an event happening and your team responding to it.
Triggers are available on the Growth and Scale plans.
How Triggers Work
Every trigger has two parts:
- The event — what must happen to activate the trigger.
- The action — what Volume Reach does automatically in response.
Example: When a call outcome is set to "Interested" → Send the contact an SMS with a scheduling link.
Available Events
| Event | Description | Settings page |
|---|---|---|
| Lead Arrived | A new lead lands at your /api/v1/leads/inbound webhook | Lead Arrived |
| SMS Reply (Interested) | A contact replies INTERESTED to your outbound SMS | Speed-to-Lead |
| Call Completed | Any call ends, regardless of outcome | — |
| Call Outcome Set | An outcome is assigned (e.g., Interested, Not Interested, Callback) | — |
| Voicemail Dropped | An AI voicemail is successfully left | — |
| Contact Tag Added | A specific tag is applied to a contact | — |
| Drip Sequence Completed | A contact finishes all steps in a drip sequence | — |
The Lead Arrived and Speed-to-Lead triggers each have a dedicated settings page in /automation/{trigger-name} — see those pages for the full UI walkthrough (agent override, rate limit, quiet hours, retry, TCPA consent gate).
Available Actions
| Action | Description |
|---|---|
| Send SMS | Send a text message immediately to the contact |
| Enroll in Drip Sequence | Add the contact to a drip sequence |
| Update Contact Field | Change a field on the contact's record (e.g., status, tag) |
| Send Webhook | Fire a webhook to notify an external system |
| Assign to Campaign | Add the contact to a specific campaign |
Creating a Trigger
- Go to Automation in the left sidebar and select Triggers.
- Click New Trigger.
- Choose the Event that activates the trigger.
- If the event supports conditions (e.g., "Call Outcome = Interested"), set the condition filters.
- Choose the Action to perform and configure it.
- Name your trigger for easy reference.
- Click Save — the trigger activates immediately for new events.
Conditions and Filters
Many events support optional filters so the trigger only fires when specific criteria are met:
- Call outcome is — fire only for "Interested" outcomes, not all call completions.
- Campaign is — fire only for contacts reached through a specific campaign.
- Contact tag includes — fire only when a particular tag exists on the contact.
Combining conditions with the right events keeps your automations precise and avoids over-messaging contacts.
Managing Triggers
- Pause a trigger: Toggle it off. It will not fire while paused.
- Edit a trigger: Click the trigger name to change the event, conditions, or action.
- View trigger history: See how many times a trigger has fired and whether actions succeeded, in Delivery Logs.
Tips
- Be specific with conditions: A trigger for "Call Completed" without a condition filter fires after every call — including unanswered ones. Add an outcome filter like "Interested" or "Callback Requested" to keep actions meaningful.
- Avoid duplicate messaging: If a contact is already in a drip sequence, triggering enrollment in a second sequence can feel overwhelming. Use the "Contact Tag" action first to organize contacts before enrolling them.
- Test before enabling: Use a test contact to confirm your trigger fires correctly and the action executes as intended before rolling it out to live contacts.