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 require the CRM add-on ($50/mo).
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.