Trigger: Repeat Caller

The Repeat caller trigger fires when a contact accumulates 3 or more inbound calls in the last 7 days. It's great for spotting customers with an unresolved issue or very interested leads who keep calling.

⚠️ Important about configuration: today the threshold (3 calls) and the window (7 days) are hard-coded — the "Minimum recent calls" and "Look-back window (days)" fields in the Inspector don't change that detection, and worse: setting either one to any value makes the workflow's filter stop matching, so the trigger never fires. Leave both fields blank so the workflow runs with the fixed 3-calls/7-days behavior.

When to use it

• Automatically escalate to a supervisor if a customer called 3+ times in a week (a likely unresolved case).
• Prioritize leads in your CRM who call frequently because they show strong buying intent.
• Feed a "frequent callers" report per team.

Trigger settings

• Specific channel and Direction (same as every call trigger).
• Minimum recent calls: leave this blank. It doesn't control anything today — the real detection always requires 3+ calls — and setting a value breaks the filter, so the trigger stops firing.
• Look-back window (days): leave this blank too. The real window is always 7 days; any other value breaks the filter.

Available variables

Standard call and contact variables, plus:

• $call.recent_count — ⚠️ currently always resolves empty due to an internal naming mismatch; don't use it in your messages.
• $call.recent_window_days — this one does work, and will always be 7 (the current fixed window).

Steps

1. Create or open an automation.
2. Drag "Repeat caller" from Call triggers.
3. Leave Minimum recent calls and Look-back window blank (see warning above).
4. Connect an action, e.g. "Assign to a team" or "Notify the team".
5. Activate and save.

Example

You want support to know when a customer called 3+ times in 7 days (today's fixed behavior). Leave both filters blank, and add a "Notify the team" action: "{{$contact.display_name}} has 3 or more calls in the last {{$call.recent_window_days}} days — may have an unresolved case." (don't use {{$call.recent_count}}, it currently resolves empty).

Tips

• Pair it with "Assign to a team or user" to escalate straight to a supervisor instead of just alerting.
• Don't try to tune the threshold or window from the Inspector — today it's a fixed factory value (3 calls / 7 days), and touching those fields breaks the trigger instead of customizing it.