Schedule Actions

What an Action Is

An action is one step in a schedule. Each action has a type that determines what it does when a lead reaches that step.

Action Types

The following action types are available:

Outreach:
- Dial - places an outbound call to the lead through a ring pool or the schedule's offer.
- Schedule Callback - books a callback on the lead for a future time.

Flow control:
- Wait - pauses the schedule for a configured duration (seconds, minutes, hours, days) before the next step.
- Choice - terminates the schedule when configured as "exit schedule"; also applies contact-caller permission changes.
- Add to Schedule - moves the lead into a different schedule.
- Restart Schedule - restarts the current schedule from its first action.

Lead mutation:
- Modify Lead - applies one or more field changes to the lead. This is the mechanism for updating tokens, data fields, and other lead attributes from a schedule. Also toggles instant-agent dial mode.
- Opt-Out Lead - opts the lead out.
- Block Lead - blocks the lead.
- Data Append - enriches the lead with data from a configured append provider.

Integrations:
- Webhook - fires an HTTP request to a configured URL with a JSON or form payload.
- AWS S3 Upload - writes a record to an S3 bucket.
- FTP Upload - uploads a file over FTP.
- Infusionsoft - posts the lead to Infusionsoft/Keap.
- Zoho CRM - executes configured Zoho CRM commands.

SMS From Schedules

SMS is supported as an action type and uses the schedule's SMS ring pool to choose a sending number. The schedule must have SMS enabled for SMS actions to be available.

Action Groups

An action group is a reusable bundle of actions that can be triggered from elsewhere: a voice agent keyword match can invoke an action group, a call disposition can invoke one, and a schedule itself can invoke nested action groups. Action groups let operators centralize a piece of workflow once and trigger it from many places.