Workflow Triggers

"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:

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 Conversation module.
By Another Workflow	Triggers when the specified workflow is ended.

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

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 the 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.

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

Adding conditions to the conversation close trigger is optional. If no conditions are added, the workflow will trigger whenever a conversation is closed no matter the source.

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:

Source	Description
User	The conversation is closed by the User.
Workflow	The conversation is closed by a Workflow step.

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

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.

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.

Trigger: Shortcut

Initiates a selected Workflow from the Shortcut menu in the Conversation 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 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 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 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

The "Trigger: By Another Workflow" feature allows you to initiate a workflow in response to specific events or actions that occur within another workflow. This advanced functionality can streamline your workflow automation and create more dynamic and customized processes.