Workflows in Empower allow you to automate complex follow-up actions and call organization based on custom triggers. In this guide, you’ll learn how to set up workflow triggers, configure automated actions with dynamic variables, assign target users, and activate your automated workflows.

Automate actions by creating custom workflows in Empower

1. Access workflow management and start a new workflow

Navigate to your Empower AI settings to view, filter, or create custom automated workflows.

1. Go to AI Customization in your Empower sidebar.
2. Click on Workflows to open your workflow management dashboard.
3. Select the Active or Disabled tab to filter your workflow view.
4. Click on the + Create button.

2. Define workflow conditions and triggers

Set up automated rules based on call scores, flags, keywords, or AI prompts to identify specific call types.

1. Type a descriptive name in the Enter workflow name field.
2. Click on + Add trigger to set your first condition.
3. Select your target condition type:
   • Call score: Set a specific star rating threshold (e.g., call score less than or equal to 1 star).
   • Flags: Filter by specific call flags (e.g., "Bad discovery").
   • Keywords & Expressions: Filter calls containing specific words or phrases.
   • AI Prompt: Create a custom AI condition to evaluate call context.
   • Call duration: trigger the workflow when the duration meets a defined threshold or range.
   • Speech rate: trigger the workflow when it falls within or outside a defined range.
   • Ringover Tags: trigger the workflow when one or more specified tags are present.
   • Moments: specific predefined keywords or conversation events occurred during the call.
   • Call type: trigger the workflow based on the selected call type (incoming audio calls, outgoing audio calls, all audio calls, video call).
   • Call source: trigger the workflow based on the selected source (voicemail, upload audio or video, pitchroom).
   • Users: trigger the workflow when the call matches the selected user(s) or team(s). 
   • Smart moments: identified automatically during the call te context.
   • Compliance: mandatory disclosures, required questions, prohibited statements, or adherence to an approved script, and trigger the workflow based on the compliance result.
4. Click + Add trigger to introduce additional conditions if needed.
5. Select the logic operator between triggers:
   • AND: Requires all defined triggers to be met simultaneously.
   • OR: Triggers the workflow if any single condition is met.

3. Configure automated actions and insert variables

Choose the actions Empower should perform automatically when your workflow conditions are met.

1. Click on + Add action to select an action for tracked events
2. Choose from available action types:
   • Send an email: Enter the recipient's email in the "To" field, type your subject line, and draft your message body
   • Add to folder: Automatically route matching calls/videos into designated library folders
   • Summary style & Scorecard: Adapt summary styles or change evaluation scorecards based on call type
   • Send meeting note: Automatically generate and deliver structured call notes
   • Flag log: Automatically create a flag or log entry when a specific condition, event, or issue is detected during a call.
   • Change framework: Automatically switch the evaluation framework or assessment criteria based on the call context or detected conditions. 
   • Change compliance: Automatically apply or update the relevant compliance requirements based on the call type, context, or detected events.
   • Send to Slack: Automatically send a notification or structured call information to a selected Slack channel when the workflow conditions are met.
   • Add Ringover tag: Automatically add a specified Ringover tag to matching calls based on detected conditions or call attributes.
   • Automatic CRM action: Automatically perform a configured CRM action, such as updating a record, creating a task, adding a note, or changing a field, when the workflow conditions are met.
      
3. Click on the Variables button while drafting messages to insert dynamic call data into your text.
4. Click + Add action if you want to perform multiple actions for the same workflow (e.g. add automatically to a folder).

Using dynamic variables allows you to automatically insert details like agent name, contact details, or call scores directly into your automated email alerts.

Here’s another example of a workflow: if one of our recruiters fails to discuss compensation during a candidate qualification call, for example, this would trigger a "Qualification Incomplete" flag.

4. Assign users, groups, and activate your workflow

Specify which team members the workflow applies to and save your configuration.

1. Search for and select the specific Users or Groups who will use the workflow.
2. Enable the option to include people who join later to automatically apply the workflow to future team members.
3. Click Save to activate your automated workflow.

🎉 You now know how to create custom workflows in Empower and can automate email alerts, call folder organization, and follow-up actions across your team!