Auto-call and escalate high-priority support tickets
When an Airtable ticket is marked High and has a phone number, place a call automatically, then update the record and alert Slack if no one answers.
By Abhishek Jaiswal
Installed by 1 users
- high priority with phoneInitiate CallDelayGet Call RecordsIF
- call duration positiveUpdate Record
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Auto-call and escalate high-priority support tickets
Auto-call and escalate high-priority support tickets
Introduction
Speed up urgent support. This workflow auto-calls High-priority Airtable tickets, updates the outcome, and alerts Slack if unanswered. ✅
Trigger Event
A ticket is created or updated in your Airtable support table (priority and phone fields present).
Actions
- If the ticket is High priority and has a phone number, the system places a call via FreJun to the customer.
- It waits 5 minutes to allow call logs to finalize, then fetches the call record.
- If the call duration is greater than zero, the Airtable record is updated to Call Status = “Answered” with a short remark.
- If there’s no call duration (missed/not picked):
- Update Airtable to Call Status = “Not answered” with a retry/follow-up note.
- Post a Slack message in your chosen channel with key ticket details and the call status so the team can act fast.
Benefits
- Faster responses on urgent tickets
- Automatic status updates back in Airtable (single source of truth)
- Instant Slack escalation for missed calls
- Less manual dialing and chasing; fewer errors
- Clear next steps for agents, right where they work ➜ Slack
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