Setup: Extension Workflows in Messages

Why This Matters

When callers interact with your phone system and select specific extensions, you can automatically trigger powerful actions that save time and ensure consistent follow-up. Extension workflows let you capture caller information, organize contacts by interest area, and launch complete follow-up sequences—all without manual data entry.

This automation is particularly valuable for tracking leads from different marketing campaigns, segmenting callers by their needs, and ensuring prompt response to specific types of inquiries. Instead of manually entering contact information after every call, the system does it for you.

Before You Begin

Create any workflows you plan to trigger from extensions before setting up the extension automation. This allows you to build comprehensive follow-up sequences that include emails, text messages, task assignments, and more. Navigate to Automation > Workflows to create these in advance.

Step-by-Step Instructions

1. Navigate to Messages

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

This takes you to your phone system settings where you can manage extensions and their automation triggers.

2. Access Extension Settings

When adding a new extension or editing an existing one, locate and select the Trigger Intelligent Actions checkbox.

This checkbox enables workflow automation for that specific extension. Without this enabled, no automations will run when callers select the extension.

3. Configure Contact Creation

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

The system automatically adds a number 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. This numbering system ensures each contact remains unique while making it easy to identify their source.

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

The tag will be applied when they call this extension, making it easy to segment and follow up with different groups of callers. Use different tags for each extension to easily identify the source of your contacts.

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

The workflow will execute automatically when callers select this extension, allowing you to deliver emails, text messages, task assignments, and more based on their interaction.

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.

Always test your workflow automations with a real phone call before promoting the phone number publicly. This ensures everything works as expected and prevents any surprises when real prospects start calling.

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.

Guide Type: One-Time Setup Task

Estimated Time: 10 minutes