Currently, the "Inbound Call - Call Direction - Incoming" workflow trigger activates only after the call is disconnected. While this functionality has its use cases, it limits the ability to take real-time action during the call itself. Adjusting the trigger to activate at the start of the call, rather than at its conclusion, would provide significant benefits.

This enhancement would allow agencies to perform critical actions such as populating data, tagging interactions, or sending API requests as soon as the call begins. These actions are essential for improving operational efficiency and customer experience. For example, triggering workflows at the start of the call enables agents to have immediate access to relevant customer information, making interactions more personalized and efficient. Additionally, early tagging and API integration can streamline downstream processes, automate data flows, and reduce manual intervention.

By shifting the trigger point to the beginning of the call, agencies can maximize their responsiveness, improve service quality, and unlock greater flexibility in handling inbound calls.