Set Up Extension Workflows in Messages

Overview

Messages extension workflows allow you to automatically trigger actions when callers select specific extensions on your phone system. This powerful automation feature can create new contacts, assign tags, or run complete workflows based on caller interactions. This saves time on manual data entry and ensures consistent follow-up with prospects who call different extension numbers.

When someone calls your phone system and selects an extension, you can automatically capture their information and begin personalized follow-up sequences. This is particularly useful for tracking leads from different marketing campaigns, organizing callers by interest area, or ensuring prompt response to specific types of inquiries.

Extension Workflows: Step-by-Step Instructions

1. Navigate to Messages

Hover over Automation in the main navigation menu and click Messages.

2. Access Extension Settings

When adding a new extension or editing an existing one, locate and select the Trigger Intelligent Actions checkbox. This enables workflow automation for that specific extension.

3. Configure Contact Creation (Optional)

To automatically create new contacts when they don't already exist in your system:

1. Select the Create a new contact if one does not exist option
2. Enter the First Name and Last Name you want to use for identifying these contacts
3. Click Save

Important: When contacts are added to the system through this method, a number will be automatically added to the end of the last name to prevent duplicate records. For example, if you set the name as "Baking Class," the first contact will appear as "Baking Class 1," the second as "Baking Class 2," and so on.

4. Set Up Tag Assignment (Optional)

To automatically assign a tag to the caller's contact record:

1. Select the Add a Tag to the caller's contact record option
2. Choose the desired tag from the dropdown menu
3. Click Save

This tag will be applied to the contact when they call this extension, making it easy to segment and follow up with different groups of callers.

5. Configure Workflow Triggers (Optional)

To run a complete workflow when someone calls this extension:

1. Select the Run a Workflow option
2. Choose your desired workflow from the dropdown menu
3. Click Save

Tip: Create your workflows in advance under Automation > Workflows before setting up extension triggers. This allows you to build comprehensive follow-up sequences that can include emails, text messages, task assignments, and more.

6. Test Your Configuration

After saving your settings, test the extension by calling your phone number and selecting the configured extension. Check your contact database to verify that the automation triggered correctly.

Warning: Always test your workflow automations with a real phone call to ensure they're working as expected before promoting the phone number publicly.

Extension Workflows: Questions and Answers

Q: Can I use multiple automation options on the same extension?

A: Yes, you can combine contact creation, tag assignment, and workflow triggers on a single extension. All selected actions will run when someone calls that extension.

Q: What happens if a contact already exists when I have "create new contact" enabled?

A: The system will use the existing contact record and apply any tag assignments or workflow triggers to that existing contact. It won't create a duplicate.

Q: How do I know which contacts came from which extension?

A: Use different tags for each extension to easily identify the source of your contacts. You can also use different naming conventions when setting up automatic contact creation.

Q: Can I change the workflow assigned to an extension later?

A: Yes, you can edit the extension settings at any time to change which workflow runs, add or remove tags, or modify the contact creation settings.

Q: Is there a limit to how many workflows I can trigger from extensions?

A: No, you can set up workflow triggers on as many extensions as needed. Each extension can have its own unique automation settings.

Q: What if someone calls the same extension multiple times?

A: If the contact already exists, the tag assignment and workflow will still trigger each time they call, unless your workflow is specifically designed to prevent duplicate actions.