Use this article to set up automated workflows that run after a phone call ends.For example, triaging abandoned calls, auto-closing answered conversations, or routing outbound no-answers for callback follow-up. The When a phone call ends trigger fires automatically at the true end of a call and lets you branch by how the call concluded using the Last inbound call state or Last outbound call state conversation attributes.
How it works
The When a phone call ends trigger fires automatically when a phone call reaches its true end — after the customer and any external participants disconnect. It requires no settings toggle and no manual start.
Covers both inbound and outbound calls — the trigger fires regardless of call direction.
Applies to conversations and tickets automatically — if a call is attached to a ticket, the trigger runs on that ticket too. There’s no way to scope it to conversations only or tickets only.
Fires only at the true end of the call — it does not fire when a teammate disconnects mid-call. All participants must have disconnected.
Note:
The When a phone call ends trigger is available on phone plans in all regions. Workflows are configured by teammates with Workflows access — check with your workspace owner if you don’t see this trigger.
If your workspace uses interactive voice response (IVR) menus, this trigger won’t fire on IVR-related call endings. Use the When a customer calls workflow trigger to handle IVR routing and menu interactions.
How to set up a ‘When a phone call ends’ workflow
To create a post-call phone workflow in the Workflows builder:
Go to Fin AI Agent > Workflows.
Click + New workflow and select Create from scratch.
Choose the When a phone call ends trigger.
Click + Add step and select Condition.
In the condition, select Last inbound call state or Last outbound call state, then choose the relevant call ending.
Add your actions to each branch path — for example, assign to a team, set priority, add a tag, or close the conversation.
Click Set live when you’re ready.
How to branch by how a call ended
Two conversation attributes let you build conditional logic in a When a phone call ends workflow based on how the call ended. Add a Condition step and select one of the following:
Last inbound call state — covers all ways an inbound call can end. 12 states are available.
Last outbound call state — covers outbound calls. Two states are available in this release.
Note: The attribute dropdown is direction-aware — selecting Last inbound call state shows inbound endings only, and selecting Last outbound call state shows outbound endings only.
Last inbound call state
The following 12 states are available when branching by Last inbound call state in a When a phone call ends workflow. “Abandoned” means the caller hung up before the action completed:
State | When it applies |
Answered | A teammate answered the call |
Answered by Fin | Fin handled the call |
Ended by workflow | The call was ended by a workflow step |
Voicemail left | The caller left a voicemail |
Abandoned in voicemail | The caller hung up while the voicemail greeting was playing |
Abandoned on hold | The caller hung up while on hold |
Abandoned in queue | The caller hung up while waiting in the queue |
Abandoned routing | The caller hung up during call routing |
No answer | No teammate answered the call |
Abandoned in CSAT rating | The caller hung up during the post-call customer satisfaction score (CSAT) rating prompt |
Awaiting callback | The caller requested a callback |
Transferred to workflow | The call was transferred to another workflow |
Last outbound call state
The following states are available when branching by Last outbound call state in a When a phone call ends workflow:
Answered — a teammate connected to the outbound call.
No answer — the outbound call was not answered.
Note: Outbound calls currently have two states — Answered and No answer. Additional outbound states will be available in a future release.
What can I build with this trigger?
The following examples show how to use the When a phone call ends trigger for common post-call automation scenarios in the Workflows builder.
Triage abandoned calls
Use this when customers hang up in the queue before reaching your team — so those missed conversations are automatically assigned and flagged for follow-up.
Condition: Last inbound call state is Abandoned in queue
Action: Assign to your Support team
Action: Set priority to High
Auto-close answered calls
If your team resolves calls directly without needing to follow up, this workflow closes them automatically so your inbox stays clear.
Condition: Last inbound call state is Answered
Action: Close the conversation
Follow up on outbound no-answers
Use this when your team makes outbound calls that go unanswered — the workflow routes those conversations to a teammate so they can try again.
Condition: Last outbound call state is No answer
Action: Assign to your Support team for callback follow-up
What are the current limitations?
Be aware of the following when using the When a phone call ends trigger:
One trigger per call, at true end only — the trigger fires once when all participants disconnect. It does not fire if a teammate hangs up mid-call.
IVR interactions excluded — the trigger does not fire on interactive voice response (IVR) menu selections or IVR-specific call endings.
Outbound states are limited to two in this release — Answered and No answer.
No separate scoping for conversations vs. tickets — the trigger applies to both automatically. It can’t be configured to run on conversations only or tickets only.
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