Create Call Action Template

Creates a reusable call action template that can be applied to multiple organization units.

Request Structure

• org_unit_id: Parent organization unit ID
• template: Template configuration (name, visibility, active status, applied groups)
• triggerArray: Actions to perform (email, SMS, webhook, tag, etc.)
• actionsArray: Conditions/rules that determine when to trigger

Available Trigger Types

• email_alert — Send email notifications
• tag_call — Apply tags to calls
• webhook — Trigger HTTP webhook
• callback — Flag for callback
• sms_alert — Send SMS (requires sms_action_trigger)
• attach_scorecard — Attach scorecard to call

SMS Trigger Configuration
When using sms_alert, include sms_action_trigger:

• sms_action_target_type: "phone_number", "caller", "assigned_agent", or "agent"
• sms_action_target_agent: Array of user IDs (for "agent" type)
• sms_action_target_number: Phone number (for "phone_number" type)
• outbound_sms: SMS message text
• opt_out_sms: Opt-out message text

Rule Conditions

• actionName: Data field to evaluate
• actionCondition: Operator (is, is not, contains, >, <, etc.)
• actionValue: Value to compare
• jointype: NONE (first rule), AND, OR
• actionRuleIndicatorName: Display name
• unitValue: Unit (seconds, minutes, etc.)

Roles required: Admin or Standard