Table of Contents

Workflow Triggers

Susan Swier Updated by Susan Swier

Workflow Trigger

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.

After the Trigger has been specified, move on to Step configuration. Choose any of the available steps.

Advanced Settings

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.

gif showing the trigger once per contact switch

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.

Configuration

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.

screenshot showing the options for trigger source

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.

Trigger Variables

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.

Configuration

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 the Developer API.

Conversation closed by merging contact will NOT trigger a Workflow.
screenshot showing workflow trigger conditions

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.

Trigger Variables

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.

Configuration

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.

screenshot showing the setup for contact tag updated trigger

Trigger: Contact Field Updated

Initiates the Workflow when a specified Contact Field is updated.

Configuration

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.

screenshot of contact field updated trigger

Trigger: Shortcut

Initiates a selected Workflow from the Shortcut menu in the Messages Module.

screenshot of shortcut trigger

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.

If you do not wish to allow Agents to initiate Shortcuts, disable it in the Advanced Restrictions settings under Workspace User Settings​.

Configuration

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.

Shortcut Form

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:

  1. Click the + Add Form Field button
  2. Name the form field. For e.g. Order ID, Refund Reason.
  3. Select the field type. The available field types are:
  • Text
  • List (dropdown)
  • Checkbox
  • Number
  • Date
  • Time
  • Phone Number
  • Email
  • URL
  1. Name the variable for this field
  2. Use the output variables in the Workflow Steps. Learn more about output variables here.

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