Triggers
Set the Triggers for a Workflow to run.
Last updated
Set the Triggers for a Workflow to run.
Last updated
A Trigger is an event that will initiate a Workflow. Every Workflow must start with a Trigger and can have only one Trigger. All Triggers are defined by conditions. A Trigger will only fire and initiate a Workflow when all conditions are met.
Start creating your Workflow by selecting the Trigger and configuring it accordingly.
Here is the list of available Triggers:
Trigger
Description
Conversation Opened
Triggered when a conversation with the Contact is opened
Conversation Closed
Triggered when a conversation with the Contact is closed
Contact Tag Updated
Triggered when a specified tag is added to or removed from the Contact
Contact Field Updated
Triggered when the specified contact field is updated or edited
Shortcut
Triggers when the shortcut is selected from the messages module.
Incoming Webhook
Triggers when an external app or service sends an HTTP POST request
After the Trigger has been specified, move on to configuration. Choose any of the available steps.
Each Trigger setting has an Advanced Settings toggle at the bottom that specifies Trigger once per contact. This restricts Contacts from ever repeating this Workflow, so they can only go through the Workflow journey a single time.
When the toggle is ON, the Workflow will not be triggered for any Contact who has enrolled in this Workflow before, even if the condition was set to OFF when it happened.
Every Workflow has to start with a Trigger and can only have a single Trigger. When the trigger conditions are met, the Workflow will be carried out sequentially on the triggering Contact.
Initiates the Workflow when a conversation with the Contact is opened and all trigger conditions are met.
The trigger condition for this Workflow is limited to Source, which identifies how the conversation was opened. There are three possible Sources here:
Source
Description
User
The conversation is opened by the User
Workflow
The conversation is opened by a Workflow step
Contact
The conversation is opened by the Contact
API
The conversation is opened by the Developer API
For each source, a maximum of 10 conditions is allowed with either AND or OR logical operators. Each condition is required to have its own source, an operator and a value.
Initiates the Workflow when a conversation with the Contact is closed and all trigger conditions are met
There are two possible trigger conditions for Closed Conversations: Source, which identifies who closed the Conversation, and Category, which identifies the conversation's classification.
There are four Sources that will trigger this Workflow if they close a conversation:
Source
Description
User
The conversation is closed by the User
Workflow
The conversation is closed by a Workflow step
Bot
The conversation is closed by bot
API
The conversation is closed by Developer API
This Workflow will also be triggered if conversations related to specified Categories are closed. These Categories are determined in the Closing Notes section of the platform. In Workflows, they will appear as choices in the dropdown menu for values.
For each Source and Category, a maximum of 10 conditions is allowed with either AND or OR logical operators. Each condition is required to have its own source, an operator and a value.
Initiates the Workflow when specified Tags are added to or removed from a Contact.
To configure this Workflow, select an action that will act as a Trigger. The options are when a Tag is added to a Contact or when a Tag is removed from the Contact.
Next, select Tag(s) that will be the condition(s) to be met for the Workflow's initiation.
Initiates the Workflow when a specified Contact Field is updated.
Any Contact or Custom Field can be configured as a Trigger for this Workflow. Select the Contact Field that will act as a condition for this Trigger. Any update to this field will initiate the Workflow.
Initiates a selected Workflow from the Shortcut menu in the Messages Module.
Shortcut refers to a Workflow that is created with the trigger ‘Shortcut’. This feature allows Users to launch Workflows that have Shortcut as a trigger without leaving the Messages Module.
In the Messages Module, click the Shortcut icon at the toolbar of the message composer. This will open the Shortcuts menu, which shows all the Shortcuts published in the Workspace. Select the desired Shortcut to initiate its Workflow.
The Shortcut icon will be disabled if there are no Shortcuts created and published in the Workspace.
You can configure Shortcuts with individual icons, names and descriptions. When the Shortcuts menu opens, these will be displayed to allow you to easily identify and select the desired Shortcut.
In the configuration drawer of the Shortcut trigger, you can opt to create a Shortcut form. Any time the Shortcut is triggered, the form will open. The Workflow will only be initiated after the form has been filled in by the User.
The Shortcut form can be customized with form fields to input data or comments. The values filled in can be saved as variables and used in the Workflow.
To add a form field:
Click the + Add Form Field
button
Name the form field. For e.g. Order ID, Refund Reason.
Select the field type. The available field types are:
Select the field type. The available field types are:
Text
List (dropdown)
Checkbox
Number
Date
Time
Phone Number
Email
URL
4. Name the variable for this field
Initiates the workflow when a specific event occurs on a third-party application and the information is sent via HTTP request.
Once you select this trigger, a unique webhook URL is automatically generated for each of your workflows. You will send HTTP POST requests to this URL to eventually trigger the workflow.
You will then need to provide the JSON key in your payload that matches the contact identifier type. This allows our system to identify which Contact or Contacts will be triggered by the workflow. It has a max character limit of 500.
There are three main Contact identifier types (how we identify a Contact):
Contact ID
Phone number
You can also store the parameters in your incoming webhook payload as variables so you can use them in other steps in the workflow depending on your use case.
Requirements:
The JSON key in your payload must match the text in the JSON field on the platform.
The same JSON key cannot be saved twice; it must be a defined value (not an object or an array).
The JSON key has a max character limit of 500.
You will complete the process by saving the JSON key-value to a variable. The variable must be unique in text and has a max character limit of 30. A maximum of 10 variables is allowed. Please note that only JSON body can be saved.
Example
How to fill in the JSON key to save a response for different response formats:
To save the phone number in the above JSON Body, use $.phone as the JSON key.
To save the phone number in the above JSON Body, use $.custom_fields.phone.
To save the first name ‘Jane’ in the above JSON Body, use $.data.contacts[1].firstName.
All trigger variables for the Conversation Opened trigger reflect information related to the conversation, such as conversation first incoming message. Learn more about trigger variables for the Conversation Opened trigger .
All trigger variables for the Conversation Closed trigger reflect information related to the conversation, such as conversation resolution time, first response time and the closing summary of the conversation. Learn more about trigger variables for the Conversation Closed trigger .
If you do not wish to allow Agents to initiate Shortcuts, disable it in the Advance Restrictions settings under .
Use the output variables in the Workflow Steps. Learn more about output variables .