Respond to customer escalations with a voice call
Let a Slack escalation trigger a Bolna agent to reach out, while your team stays focused on resolving the issue.
Trigger
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Action
Make a phone call from agent
Initiate calls
Why this helps
An urgent escalation can trigger several conversations internally while the customer waits for an update.
- Give escalated customers a quicker acknowledgment.
- Reduce the mental overhead of remembering who needs a call.
- Create a consistent outreach step for customer issues.
Setup
Build it in a few focused steps.
- 1Connect Slack and Bolna to Notis once through the portal.
- 2Create an automation or ask Notis to call customers when an escalation is posted in Slack.
- 3Describe the escalation criteria and intended call in one plain-language instruction.
- 4Pick Slack's Channel Message Received trigger and choose a run-report channel.
- 5Test with one real escalation message and confirm the agent handles it appropriately.
Questions about this workflow
Can I limit calls to certain escalations?
Describe which escalation messages qualify in the plain-language instruction.
Does the automation resolve the issue?
It starts the call through your configured Bolna agent; the issue-resolution process remains defined by your team and agent.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Slack to Bolna. A trigger fires from one place; an action lands in another.
Slack triggers
Bolna actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Delete agent by id
Delete an agent
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Delete batch by id
Delete a batch
New Channel Created Trigger
Triggered when a new channel is created in Slack.
Fetch all batches by agent id
List all batches for agent
Channel Message Received
Triggered when a message is posted in a Slack channel (public, private, or multi-party IM). Does NOT match direct messages.
Get all agents
List all agents
Direct Message Received
Triggered when a new direct message (DM) is sent to a user in Slack. Catches all DMs across all DM channels.
Get all phone numbers
List all phone numbers for your account
Message Reaction Added
Triggered when a reaction is added to a message in Slack. Supports optional filtering by channel and emoji name.
Get execution by id
Retrieve specific execution by `execution id`
Message Reaction Removed
Triggered when a reaction is removed from a message in Slack. Supports optional filtering by channel and emoji name.
Make a phone call from agent
Initiate calls
Reaction Added Trigger
DEPRECATED: use `SLACK_MESSAGE_REACTION_ADDED` instead. Triggered when a reaction is added to a message in Slack.
Retrieve agent by id
Retrieve an agent
Connect any two apps with Notis in the middle.
Slack and Bolna, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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