A Trigger is an event that will initiate a Workflow. Every Workflow must start with a trigger and 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:
Is triggered when a conversation with the Contact is opened
Is triggered when a conversation with the Contact is closed
Contact Tag Updated
Is triggered when a specified tag is added to or removed from the Contact
Contact Field Updated
Is triggered when the specified contact field is updated or changed
After the Trigger has been specified, move on to Step configuration. Choose any of the available steps.
For each Trigger, there is an Advanced Settings toggle at the bottom that specifies Trigger once per contact. This restricts Contacts from 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 been 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 conditions for the trigger are met, the Workflow will be carried out sequentially on the triggering contact.
Trigger: Conversation Opened
To initiate 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:
The conversation is opened by the user
The conversation is opened by a Workflow step
The conversation is opened by the contact
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: Conversation Closed
To initiate 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:
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 due to contact merge
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: Contact Tag Updated
To initiate the workflow when specified tags are added to or removed from a Contact.
To configure this Workflow, select an action that will add 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
To initiate 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.