Trigger: Call Rejected by Agent

What it is

The Call rejected by agent trigger fires whenever an agent rejects (declines) an incoming call in Omnifox — WhatsApp Calling or another connected voice channel.

When to use it

• Auto-apologize to the caller and offer a callback.
• Alert a supervisor when calls are repeatedly rejected.
• Log the event to your CRM for follow-up.

Requirements

• A plan with the calling feature enabled ("Call triggers" category).
• At least one voice channel connected.
• Workflows enabled for your workspace.

Available variables

• $call.id, $call.wacid, $call.direction, $call.status, $call.from, $call.to, $call.duration
• $channel.id, $channel.name, $channel.type
• $user.id, $user.name — the agent who rejected the call
• $contact.* — the caller's contact data

How to set it up

1. Open Workflows from the side menu and create (or edit) a workflow.
2. In the trigger palette, open the "Call triggers" category.
3. Drag "Call rejected by agent" onto the canvas.
4. (Optional) Filter by a specific channel or direction (inbound only).
5. Connect the trigger to your actions.
6. Save and activate the workflow.

Example

A customer calls over WhatsApp and the on-duty agent rejects it. The workflow sends an automatic WhatsApp reply ("Sorry we missed your call, we'll get back to you shortly") using $contact.first_name, then posts an alert in Team with $call.from and $user.name.

Tips

Pair this trigger with a delay plus an outbound-callback action so you never lose the lead.

Troubleshooting

If the trigger isn't in the palette, your plan doesn't include calling — ask your admin to upgrade.