Notify with On-Call scheduling

[Harisharan]

We are working on setting up Notify along with On-Call scheduling. While creating a Trigger rule, we have to select the On-Call workflow which will trigger when condition is satisfied. In the Notify > Number Group record, there are fields for selecting Outgoing Call and SMS workflow.

To start with, we are testing with OOB 'On-Call: Assign by Acknowledgement' which we have set in the Trigger rule workflow whereas the Number group record has the Incoming SMS workflow set.

Would like to understand the difference between workflow fields in Number Group and Trigger rule record. For ex, if a Number Group record has Outgoing Call and SMS workflow set, and Trigger rule also has the workflow set, how/which one would execute?

[andrew_och · Accepted solution]

My answer will focus on SMS, but is in fact the same for a Call. The Notify number group has an Incoming SMS workflow which triggers when an SMS comes in to a particular number. It also has an Outgoing SMS Workflow when an SMS is sent from a particular number. For simplicity sake, imagine that you only have one notify number (aka you have only paid for one Twilio number) and that number is 12345.

So if you send an SMS from 12345 the Outgoing SMS workflow will trigger and if whoever gets that SMS responds with an SMS to 12345 then the Incoming SMS workflow will trigger.

The Trigger rule workflow: 'On-Call: Assign by Acknowledgement' focuses on working out who to send an SMS to (it is not concerned with the number it is sending from, other than reading it from a property). When it sends an SMS then the Notify Outgoing SMS workflow will also fire. Hence two workflows would fire if the Notify Outgoing SMS workflow is defined. The point is the Outgoing SMS workflow fires when an SMS is sent to somebody, but where is the work done finding that somebody to send an SMS to? (We do that in: 'On-Call: Assign by Acknowledgement', but it could equally have been done in a script field in Trigger Rule).

When someone replies to an SMS then the Incoming SMS workflow fires and, OOB, we assign this to: 'On-Call: Check Assignment Response' workflow. This workflow figures out who the SMS came from and links that to the associated task.