Automation triggers are part of workflow automation for digital interactions
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation.. They're events used to tell a job when to run. Adding conditions to a trigger makes the timing of the job more specific. There are several sources for triggers:
- Contact-based triggers: Associated with contacts and what happens during or after they are connected. These triggers are dependent on the context of the contact, such as time of day or assigned routing queue.
- Message-based triggers: Associated with messages themselves. These triggers are dependent on the content of the message, such as sentiment or keywords.
- Proactive triggers: Associated with web visitors. These triggers are dependent on visitor activity and behavior on the website.
If you want a job to run on a regular basis, you can use a scheduler instead.
Conditions
Conditions define when a trigger fires. You can add more than one condition to a trigger. The system treats multiple conditions in a single trigger as an AND statement. All conditions must be met or the trigger won't fire.
Some conditions can have more than one option. For example, you can select more than one tag in the Included tags condition. Options within a condition are treated as an OR statement.
For example, a trigger with the following conditions fires only when the Help tag and either the Escalation or the Processed tag are present:
- Included tags condition 1: select the Help tag
- Included tags condition 2: select the Escalation tag and the Processed tag
When a trigger has more than one condition, the system executes the same job for all conditions. If you want different jobs to execute for different conditions, you need to create a separate trigger for each set of conditions.
The available conditions vary for each available trigger.
When you assign time-related conditions, such as contact waiting time, to a trigger, the trigger should always be configured with delayed execution. The delayed execution time on the trigger should be longer than the time you set in the conditions assigned to the trigger.
Triggers and Jobs
Jobs are the action taken when the trigger fires. Each trigger can have multiple jobs assigned to it. This means that multiple actions would take place in response to one specific customer behavior or event.
Each job can be assigned to multiple triggers. This means the action would take place in response to a number of different customer behaviors or events.
For every trigger, add a job that adds a tag to the interaction. This allows you to find interactions after they complete so you can verify that the trigger works the way you expect it to.
Available Triggers
The following triggers are available: