Overview
This automation runs when something happens on an agent record — they call or text you, or one of your outgoing calls gets a particular outcome.
Like the other activity triggers, it branches: one sequence for the outcome you are targeting, and an Anything Else branch for everything that does not match.
Steps
Part 1: Build the Automation
Step 1: Open your agent activity triggers
Go to Automations.
Click Agents.
Select Activity Trigger.
Click Add Automation and give it a name.
Step 2: Choose the activity
Select what should trigger the automation:
Incoming SMS
Incoming call
Outgoing message
Outgoing call outcome
Incoming messages and calls only trigger for agents already in your system. A call or text from someone who is not yet an agent will not fire the automation.
The video uses an outgoing call outcome of Busy.
Step 3: Build the matching branch
Steps here run when the outcome matches — a call marked Busy, in this example. You can:
Send an SMS to the agent
Send an email
Create a task for your team, with a task type and an assignee
Notify team members
Step 4: Build the Anything Else branch
The Anything Else branch runs if no previous conditions are matched — any outcome other than the one you selected.
Add steps here too, such as notifying your team, so those calls are not left without a follow-up.
Step 5: Set the fallback number
Set the fallback communication number, used when the campaign assigned to the agent has no phone number of its own.
Step 6: Save
Click Save.
Part 2: Test It
Step 7: Check the agent first
Open an agent and check their automations. There should be none active.
Step 8: Call and record the outcome
Call the agent.
Add the Busy call outcome.
Add the phone status.
Your automation will trigger.
Step 9: Confirm it ran
Check the agent's automations again. Yours will be listed as triggered.
Click it to see the scheduled actions and when each is due to run.
Important Notes
Incoming calls and texts only work for existing agents. This is not the automation for catching unknown contacts.
This automation branches. One path for your chosen outcome, and Anything Else for everything that does not match. Leaving the second empty means nothing happens on any other result.
Recording the call outcome is what fires it. A call ended without a disposition will not trigger anything.
A busy outcome is a useful trigger for an automatic text or task, so a missed connection is followed up.
The fallback communication number covers agents whose campaign has no number attached.
Troubleshooting
Your automation did not trigger on an incoming message
Incoming messages and calls only fire for agents already in your system. Check the contact exists as an agent.
Your automation never runs on outgoing calls
Your team may not be recording call outcomes. The automation fires on the disposition, not the call.
Nothing happens on other outcomes
The Anything Else branch is probably empty. Add steps there.
Your SMS did not send
Check the message and sending number, and set a fallback communication number if the agent's campaign has none.
You want to see what is scheduled
Open the automation from the agent record. Each step shows when it is due to run.
Summary
You built an activity trigger automation for agents. You opened Automations, Agents, and Activity Trigger, chose an activity such as an outgoing call outcome of Busy, and built one branch for that outcome — an SMS, an email, a task with an assignee, and team notifications — plus an Anything Else branch for every other result. You then tested it by calling an agent, recording the outcome, and checking the scheduled actions on their record.