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Overview

Pre-Call Workflows let you run automations before a call connects. Use them to look up customer data, update call variables, block unwanted calls, or route inbound calls to a different agent. There are two types:
  • Outbound - Runs before each campaign call is placed. Assigned to a campaign during creation.
  • Inbound - Runs when an incoming call arrives, before the agent speaks. Assigned through the agent’s Incoming Call Personalization settings. Inbound workflows must complete within 5 seconds and do not support Delay or LLM nodes.

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Workflow List

Use the Outbound and Inbound tabs to filter workflows by type. Click New Workflow to create one - enter a name and select an agent. The call direction is determined by whichever tab is active.
Each card displays the workflow name, linked agent, a button to copy the workflow ID, and a button to open the builder. Workflows are tied to a specific agent at creation and cannot be reassigned.

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Workflow Builder

Pre-call workflows use the same visual builder as Strada Workflows. Refer to that page for details on building, testing, and publishing workflows. The key differences for pre-call workflows are: Pre-call specific nodes
  • Block Call - Stop the call from being placed
  • Update Variables - Merge variables into the call before it connects
  • Handoff - Route to a different agent (inbound only)
  • Transfer Call - Transfer to a destination number (inbound only)
Constraints
  • Inbound workflows do not support Delay or LLM nodes
  • Edits are auto-saved as a draft, but you must click Publish Workflow for changes to take effect in production

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Assigning Workflows

Outbound workflows are assigned when creating a new campaign. The dropdown shows outbound workflows matching the selected agent. Inbound workflows are assigned through the agent’s Incoming Call Personalization settings. Select Pre-Call Workflow as the personalization source and choose a workflow. A workflow only runs when it has been both published and assigned.

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Monitoring

Pre-call workflow runs appear in the Workflow Runs page with a “Pre-Call” type filter. Campaign views show a “Pre-Call” column linking to run details, and blocked calls display a “Blocked” status badge.