Table of Contents
Updated by Susan Swier
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:
Triggered when a conversation with the Contact is opened
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
Triggers when the shortcut is selected from the messages module.
Triggers when an external app or service sends an HTTP POST request.
After the Trigger has been specified, move on to Step 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.
Configuration of Trigger
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.
Trigger: Conversation Opened
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 five possible Sources here:
The conversation is opened by the User.
The conversation is opened by a Workflow step.
The conversation is opened by the Contact.
The conversation is opened by the Developer API.
The conversation is opened by a Zap.
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.
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 here.
Trigger: Conversation Closed
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 five Sources that will trigger this Workflow if they close a conversation:
The conversation is closed by the User.
The conversation is closed by a Workflow step.
The conversation is closed by bot.
The conversation is closed by the Developer API.
The conversation is closed by a Zap.
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.
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 here.
Trigger: Contact Tag Updated
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.
Trigger: Contact Field Updated
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.
How it Works
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 Fieldbutton
- Name the form field. For e.g. Order ID, Refund Reason.
- Select the field type. The available field types are:
- List (dropdown)
- Phone Number
- Name the variable for this field
- Use the output variables in the Workflow Steps. Learn more about output variables here.
Trigger: Incoming Webhook
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.
- 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.
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.
"contacts" : [
To save the first name ‘Jane’ in the above JSON Body, use $.data.contacts.firstName.