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Call Connect Trigger

Overview

The Call Connect Trigger starts a workflow when a Call Connect call — BaseCloud's two-leg call, placed by the Call Connect action, which rings one party and then connects the other — reports its outcome. It carries both legs' numbers, whether each answered, how long it rang and talked, the recording and the call's final state.

When to use this trigger:

  • Log every Call Connect call against the client
  • Follow up when the second party did not answer (answered is false)
  • Summarise the recording with Speech to Text and an AI Prompt

For the calls your team makes and receives on your own numbers, use Call Logged. For calls to a tracking number, use Call Tracking.

Quick Start

  1. Create a workflow and add a Call Connect Trigger — it has no settings
  2. Add the tasks to run after each Call Connect call
  3. Switch the workflow on

Every Call Connect call on the account starts it. To act on only some — answered calls, calls from one number — follow the trigger with an If on its outputs.

Numbers live in Settings → Telephony/Texting → Phone Numbers, not on the task. Each carries its own routing — the one above rings every online user — and one is tagged Default, which is the number used when nothing more specific applies.

The country is locked once numbers exist on the account, so it is worth getting right at the start. Port a number brings an existing number across; Add Number provisions a new one.

Outputs

Built from the call-connect log for this call.

Field Type Example Notes
call_connect_log_id number 88213 The call's log ID.
uuid string a1b2c3-… The provider's call identifier.
reference string lead-4471 The reference passed when the call was placed.
leg_a_number string +27115550100 The first party dialled.
leg_a_confirmed boolean true Whether leg A answered and confirmed.
leg_b_number string +27115550199 The second party.
leg_b_confirmed boolean true Whether leg B answered and confirmed.
answered boolean true Mirrors leg_b_confirmed — the call counts as answered when the second leg connects.
leadconnect_whisper string New lead from website The whisper message played to leg A.
ring_duration number 12 Seconds spent ringing.
talk_duration number 184 Seconds connected.
total_duration number 196 Seconds in total.
recording_url string https://… Recording, when one exists.
lead_connect_state_name string Completed The call's final state.
lead_connect_state_description string Both legs connected Longer description of that state.
owner_id number 555 Account ID.
run boolean true
run_text string Call Connect trigger executed successfully.

No caller identity is included

The trigger gives you numbers, not people. To find who the number belongs to, follow it with Match to Client using contact_cell_number.

Real-World Examples

Log the connected call against the client

Call Connect Trigger
  └─ Match to Client     contact_cell_number: {{task_50001_leg_b_number}}
      └─ Workflow Note   log the call and {{task_50001_talk_duration}}

Notify the manager when a call completes

Call Connect Trigger
  └─ Email   send the duration and the recording link

Follow up by text afterwards

Call Connect Trigger
  └─ If Statement   {{task_50001_answered}} is true
      └─ SMS        "Thanks for your time today"

Call Recording Processing

When the call was recorded, recording_url links to it:

Transcribe Calls with AI

  1. Call Connect Trigger
  2. Speech to Text - Transcribe {{task_50001_recording_url}}
  3. AI Prompt - Summarize call and extract key points
  4. Edit Client - Add summary to contact notes

Sentiment Analysis

  1. Call Connect Trigger
  2. Speech to Text - Transcribe
  3. AI Prompt - Analyze sentiment
  4. If Task - Check if negative sentiment
  5. Negative: Alert manager for follow-up
  6. Positive: Send thank you email

The Call Connect Trigger opened to its settings: the trigger banner and a note that it needs no configuration

Finding the client

The trigger gives numbers, not people. Follow it with Match to Client on leg_b_number (or leg_a_number, whichever is the customer in your Call Connect setup); a Phone Formatter first makes formats agree.

Best Practices

✅ Do's

  • Match calls to contacts: Always use Match to Client task to link calls to CRM
  • Filter short calls: an If on talk_duration skips hang-ups
  • Log all calls: Keep comprehensive call history
  • Enable recordings (with consent): Process and analyze call content
  • Test with real calls: Make test calls before going live

❌ Don'ts

  • Don't ignore privacy laws: Ensure call recording complies with local regulations
  • Don't skip caller identification: Always try to match to existing contacts
  • Don't log irrelevant calls: Filter spam and wrong numbers
  • Don't forget timezone: Log calls with correct timezone
  • Don't skip follow-up: Always close the loop after important calls

Troubleshooting

Calls not triggering the workflow

  • Check the workflow is switched on.
  • Only Call Connect calls start this trigger — an ordinary call on your numbers starts Call Tracking instead.

No recording

recording_url is empty when the call was not recorded, or nobody answered.

Frequently Asked Questions

What's the difference between Call Connect and Call Tracking triggers?

  • Call Connect: Call Connect's two-leg calls, with both legs and the outcome
  • Call Tracking: inbound and outbound calls on your numbers, with the call's details

Can I run it for only some calls?

Yes — put an If after the trigger: on answered, on a number, or on talk_duration (for example, longer than 30 seconds to skip hang-ups).

Next Steps: