On-call no-ACK escalation

Example scenario

First tech silent. After 5 min SMS to backup and Telegram alert. Owner sees response time in the weekly report.

When it runs

The playbook starts automatically when Coldbot tags a call or event as: “No on-call SMS ACK in 5 min”. You can narrow filters (location, channel, business hours) without changing the voice script.

• ✓No on-call SMS ACK in 5 min

What happens automatically

Each step runs in sequence (or in parallel where noted). No copy-paste between voice AI, SMS gateway, and CRM.

• ✓Second number on list
• ✓Service Telegram group
• ✓Webhook log

What you configure

Tunable during onboarding — copy, thresholds, and channel priority:

• ✓Number queue
• ✓Max 3 escalations
• ✓Response time report

Recommended integrations

Native connectors or Zapier/Make/webhooks. Status “coming soon” means we enable it on request during rollout.

• ✓SMSAPI
• ✓Telegram
• ✓Webhooks

Works with voice templates

Deploy these agent scripts together with the playbook — same disposition tags power both sides:

• ✓After-Hours Local Line

Onboarding checklist

We configure this playbook during Coldbot setup — usually in one working session:

• ✓Map disposition tags from your voice script
• ✓Connect integrations (OAuth or API keys)
• ✓Test SMS/e-mail copy on a sandbox number
• ✓Dry-run on 3 sample calls before go-live
• ✓Enable monitoring webhook + weekly report

Zapier / Make recipe

We export a starter automation: Coldbot webhook → your stack. Field mapping is done in onboarding.

• ✓Trigger: call.completed or calendar.event
• ✓Filter by disposition / tag
• ✓Branches: SMS, CRM update, Slack, payment link

FAQ

Frequently asked questions