"A Workflow Trigger initiates a Workflow based on conditions, including Conversation events, Contact updates, Shortcuts, and By Another Workflow"

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 requirements are met.

Start creating your Workflow by selecting the Trigger and configuring it accordingly.

Here is the list of available Triggers:

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.

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

Configuration

The trigger condition for this Workflow is limited to the Source, which identifies how the conversation was opened. There are three possible Sources here:

A maximum of 10 conditions is allowed for each source with either AND or OR logical operators. Each condition is required to have its own source, an operator, and a value.

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 two sources that will trigger this Workflow if they close a conversation:

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

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.

Trigger: Contact Field 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.

Trigger: Shortcut

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 Conversation module.

In the Conversation 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 Account. Select the desired Shortcut to initiate its Workflow.

The Shortcut icon will be disabled if there are no Shortcuts created and published in the Account.

Configuration

You can configure Shortcuts with individual icons, names, and descriptions. When the Shortcuts menu opens, these will be displayed to allow you to identify easily 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 example, Order ID and Refund Reason.
3. Select the field type. The available field types are:

• Text
• List (dropdown)
• Checkbox
• Number
• Date
• Link

1. Name the variable for this field.
2. Use the output variables in the Workflow Steps.
   
   

Trigger: By Another Workflow

Trigger: CSAT Rating Submitted

The "Trigger: CSAT Rating Submitted" feature allows you to initiate a workflow in response to a Customer Satisfaction (CSAT) rating submission. This trigger activates when a contact submits a CSAT rating, providing the option to capture and utilize the specific rating choice in your workflow. By leveraging this trigger, you can create customized follow-up actions based on the satisfaction level indicated by the contact, enabling you to improve customer experience and promptly address feedback.

![Trigger: CSAT Rating Submitted]

Choose the Trigger that will start this Workflow for your contacts.

Where:
CSAT Rating Submitted

Triggers when a contact submits a CSAT rating.

Trigger: Incoming Webhook

The "Trigger: Incoming Webhook" feature allows you to start a workflow when an external application or service sends a HTTP POST request to a specified URL. This trigger is useful for integrating external services with your workflow automation, enabling dynamic responses to incoming data.

![Trigger: Incoming Webhook]

Where:
Incoming Webhook

Triggers for a contact when an external app or service sends a HTTP POST request to this URL.

Webhook URL:
This is the unique URL that external applications should send POST requests to in order to initiate the workflow.

• Regenerate URL: Allows you to create a new URL if necessary, which will replace the current webhook URL.

Contact Identifier:
Specify a JSON Key here to identify the contact associated with the incoming data. This field is required to ensure the correct contact is identified when the webhook is triggered.

Variable Configuration:
Enables you to store payload data items as variables, making them accessible for use in subsequent steps of the workflow.

• JSON Key: Define the key from the incoming JSON payload that contains the value you want to store.
• Variable Name: Specify a name for the variable that will represent this data in the workflow.

Press Add New to configure additional variables as needed.