Trigger: Call Duration Threshold

The Call duration threshold trigger is meant to fire when a just-ended call goes past the number of seconds you set in "Threshold (seconds)". It's built to catch unusually long calls — complex cases, drawn-out negotiations, or possible service issues.

⚠️ Current status: not functional as configured today. The "Threshold (seconds)" field is required, but due to an internal naming mismatch the trigger never recognizes the value you enter — the filter always compares against a value that doesn't exist in the event. In practice, any workflow built with this trigger and a Threshold set never runs. Don't rely on it in production until engineering fixes it.

When to use it (once fixed)

• Alert a supervisor when a support call has already run past 10 minutes.
• Flag every call over 15 minutes as a "complex case" for quality review.
• Automatically drop the recording into a Team channel so the team can listen.

Trigger settings

• Specific channel and Direction, as with every call trigger.
• Threshold (seconds) (required): today, no matter what value you enter, the trigger never actually fires (see warning above).

Available variables

Standard call and contact variables, plus:

• $call.threshold_seconds — the configured threshold (not relevant while the trigger doesn't work).
• $call.recording_url — ⚠️ this also always comes back empty on this trigger today, regardless of whether call recording is enabled; recording processing finishes after the call has already ended. Use the "Recording ready" trigger instead to get the recording URL.

Steps

1. For now, don't build live automations on this trigger — they won't run.
2. If you need alerts on long calls today, consider a manual alternative (periodic review of call history) until this is fixed.

Important note

The trigger is also only ever evaluated after the call has ended (at hang-up) — there is no real-time evaluation while a call is still in progress, even though the trigger's name might suggest otherwise.

Tips

Check with the engineering team on the status of this trigger before relying on it for quality alerts or supervision.