Trigger: Call Ended

The Call ended trigger fires the instant a voice call finishes, regardless of how it ended. It's the right spot for closing actions: logging the outcome, firing a satisfaction survey, or creating a follow-up task.

When to use it

• Automatically log every call's outcome in the contact's history.
• Send a CSAT survey over WhatsApp right after a support call hangs up.
• Create a follow-up task when a call ended with no answer.

Trigger settings

• Specific channel and Direction.
• Final status: filter by one or more statuses — Completed, No answer, Busy, Failed, Cancelled, Voicemail.

Available variables

Standard call and contact variables, plus:

• $call.recording_url — ⚠️ today this always comes back empty on this trigger, regardless of whether recording is enabled. The recording is processed and uploaded asynchronously after the call has already hung up, so at the moment "Call ended" fires that URL doesn't exist yet. If you need the recording URL, use the "Recording ready" trigger instead.
• $call.ended_at — when the call ended.

Steps

1. Create or open an automation.
2. Drag "Call ended" from Call triggers.
3. Optionally filter by Final status (e.g. only "No answer").
4. Connect an action, e.g. "Create task" or "Send template".
5. Activate and save.

Example

When a call ends as "No answer", you want to create a task for an agent to call back. Set Final status = No answer and add a "Create task" action: "Call {{$contact.display_name}} ({{$call.to}}) back, missed call on {{$call.ended_at}}."

Troubleshooting

• If $call.recording_url always comes back empty, even with recording enabled: that's expected today, this variable isn't available on this trigger because the recording finishes processing after the call has already ended. Use the "Recording ready" trigger if you need that URL.
• Remember this trigger fires for every final status — use the Final status filter if you only care about one case (or use the dedicated "Missed call" / "Call answered" triggers instead).