How do triggers, filters, and actions work in Workflows?

Workflows automate what happens to your call, form, and SMS data after it is collected.

Where a call flow controls the live experience of a call, a workflow decides what happens to the data that call generates, whether that means updating a field, sending a conversion to Google Ads, or triggering an AI analysis.

Creating a workflow

Workflows can be created in two ways:

From Scratch: Build the workflow manually by choosing a trigger, adding filters, and defining actions.
From Template: Start from a pre-built workflow for common use cases such as AI Call Analysis or Google Ads call conversions.

The three components of a workflow

Every workflow is made up of three layers, always in this order: a Trigger Enrollment, optional Filters, and one or more Actions.

Trigger Enrollment is always the first and only entry point of a workflow.

It defines what type of event starts the workflow and when within that event the workflow fires. Each workflow has exactly one Trigger Enrollment.

Filters narrow down which calls, form submissions, or messages the workflow applies to.

A workflow without filters runs for every event that matches the trigger. Filters support AND/OR logic.

Actions define what the workflow does when the trigger fires and all filters are matched.

A workflow can include multiple actions, which run in the order they are added.

Trigger Enrollment

The available triggers and their firing events are:

Inbound Call: Call Starts, Call Ends, User Updates Property
Outbound Call: Call Starts, Call Ends, User Updates Property
Form Submission: Form Received, User Updates Property
SMS Received: fires on receipt

*Call Ends and User Updates Property support Nimbata AI features, including automatic transcription, call summaries, auto-tagging, and AI values.

These require call recording to be active.

Detailed Guide: How to set up Nimbata AI for automatic call analysis

Filters

Filters are grouped by category:

History: Call History
Call Details: 1st Time Caller (1yr), Call Duration, Call Outcome, Call Type, Caller, Caller Name, Calling Country, Destination, Digits Pressed by Caller, Digits Pressed by Destination, Hangup Cause, Recording, Recording (stopped), Talk Duration, Time, Times Called, Tracking Number, Transcriptions, Voicemail.
Attribution: Call Page, Click ID, Device Type, Source Type, UTM Campaign, UTM Medium, UTM Source
Fields: Notes, Rating, Tag, Value
Conversation: Word & Phrase Spotting
Other: Call Flow, Swap Group

There is also a Free Text Question* filter, which uses Nimbata AI to evaluate the content of a call against a free-text question you define.

*Requires Nimbata AI to be active.

Actions

Actions are grouped by category:

Transcribe Call converts the call recording into searchable text.

Update Field updates a field on the call record:

Tags, Action Plan, Coaching, Notes, Rating, Smart Follow Up, Value*

Perform an Action:

Summarize Call*: Generates an AI summary of the call
**Add to Spam Filter: **Marks the caller as spam

Integrations send call data to a connected platform, such as Google Ads, Meta Ads, or Microsoft Ads.

*Requires Nimbata AI to be active.

Detailed Guide: Google Ads call conversions setup: integration, multiple conversions, and AI values

Execution and priority

Workflows execute instantly when the trigger condition is met.

When more than one workflow matches the same event, they fire in priority order, each running after the previous.

If two workflows are identical, both will run.

The one exception is manual tagging: if a workflow is triggered by User Updates Property and a user tags a call manually inside Nimbata rather than using AI auto-tagging, the workflow fires at the moment the tag is applied; not at call end.

A workflow must be enabled to run. Newly created workflows are inactive by default. Click Enable in the top-right corner of the workflow builder to activate it.

Workflows vs. Call Flows

A call flow controls the live experience: how a call is routed, what the caller hears, and what the agent is told before they pick up.

A workflow controls what happens to the data afterwards: how calls are analyzed, tagged, and sent to external platforms.

A workflow can reference data that a call flow produced, such as the digits a caller pressed or the tracking number used, but a workflow cannot modify a call flow.

Detailed Guide: How call flow actions, filters, and routing options work

Detailed Guide: AI call transcriptions: how to activate transcriptions and summaries

Detailed Guide: Google Ads call conversions setup: integration, multiple conversions, and AI values

Updated on: 20/05/2026

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