Case Created
Origin: Cases or Contacts
This trigger fires when a new case is created in Digital Experience.
Contact center administrator Mowgli Kipling wants to send an automatic welcome message whenever a contact opens a new case through a channel that is not chat. For a chat channel, he has the chat welcome message job already in place.
To accomplish this automated process in all other channels, Mowgli creates a case created trigger with the following conditions:
- Included channels: allows him to specify the channels where the message will be sent.
- Case direction: allows him to specify which cases will be tagged based on if they are inbound or outbound.
Then, he creates the send message job and adds it to the trigger. The send message job automatically changes the case status to resolved. Since this is a welcome message, the case still needs to be worked on. To fix this, Mowgli also creates a change case status job to put the status back to open after the send message job runs.
With this configuration, Digital Experience automatically sends a message to a contact immediately after they open a case in the specified channels, and the case remains open for an agent to work on.
Create This Trigger
- Click the app selector
and select ACD.
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Go to Digital > Automation Triggers.
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Click Add trigger.
- Enter a Name for the trigger. Since you can assign multiple jobs to the same trigger, use a name based on the event or conditions rather than an associated job.
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From the Event drop-down, select Case created.
- In the Delayed execution field, enter the number of seconds that Digital Experience should wait after the selected event occurs before firing the trigger. If you want it to happen immediately, enter 0.
- If you have folders that organize your triggers, you can select which folder to put this trigger in from the Folder drop-down.
- Click Save.
- From the detail page, click Activate when your trigger is completely configured.
Add a Condition
- From the detail page, click Add Condition.
- Use the drop-down to select the condition you want. Refer to the table below for a list of conditions available for what you just created.
- Click Select.
- Some conditions require additional configuration. Refer to the table below for instructions.
Available Conditions
Condition Type | Details and Instructions |
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Contact direction |
Execute jobs according to whether the case is inbound or outbound. Inbound is when the contact initiates the interaction. Outbound is when the agent or system initiates the interaction.
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Contact inbox assignee |
Execute jobs if the case is assigned to the specified member of your team.
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Contact status |
Execute jobs if the contact has any of the selected statuses.
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Contact status update time |
Execute jobs if the time when the case status was updated fits into the defined timeframe.
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Contact time in routing queue |
Execute jobs based on how long a contact has been in the queue waiting to be assigned to an agent. Can be used with jobs to assign the contact to a different queue after a specified amount of time.
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Contact waiting time |
Execute jobs if the contact has been waiting without an agent response for the defined length of time.
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Chat Is Active |
Execute jobs if the chat window displays an online status.
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Count of inbound messages in the contact |
Execute jobs if the number of inbound messages in the case matches the set criteria.
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Count of outbound messages in the contact |
Execute jobs if the number of outbound messages in the case matches the set criteria.
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Current contact assignment |
Execute jobs based on if the case is assigned to an agent or if it's still waiting in the queue.
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Custom condition |
Execute jobs based on the response from the specified URL endpoint. The response from the endpoint should return boolean (true or false). This condition works for contact center triggers, proactive triggers, and schedulers.
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Custom script |
Execute jobs based on the script you write in Primi language. This condition works for contact center triggers, proactive triggers, and schedulers. |
Date and time |
Executes jobs during or outside of specified time frames.
Jobs can process up to 500 contacts at a time. If you need to process more, have the job run more than once per day at different times. |
Exclude based on Post IDs |
Executes jobs excluding all cases that originate from a specific post ID. This is useful to filter out comments on a post that you want to route to a different queue.
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Excluded tags condition |
Executes jobs based on tags on cases. Any case that does not have the tags you specify triggers the job.
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Include based on Post IDs |
Executes jobs based on a specified post ID. In this case, any case that includes at least one specified post ID is included.
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Included channels condition |
Checks whether the chat window that is on the website belongs to specific channel. This trigger works for both contact center triggers and proactive triggers.
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Included tags condition |
Executes jobs based on tags on cases. Any case that has the tags you specify triggers the job.
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Last message sent |
Executes jobs based on the direction of the last message and how long ago it was sent. You can set this up to look at only the last message from the contact (inbound), only the last message from the agent (outbound), or both.
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Probability of Execution |
Executes jobs based on a probability percentage. This condition works for contact center triggers, proactive triggers, and schedulers.
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Routing queue limit |
Executes jobs based on the size of the routing queue.
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Routing queues |
Executes jobs based on the routing queue.
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Satisfaction Survey Grace Period |
Executes jobs based on the last time a satisfaction survey was sent. Any jobs in this workflow that would be run during this time frame are skipped.
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Add a Job
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From the detail page, click either Add new job or Add existing job, depending on if the job you want already exists.
- If you clicked Add new job, follow the steps to create the job you want. These steps can be found on the individual help page for that job, located in the menu on the left of this page.
- If you clicked Add existing job:
- Use the drop-down to select the job you want.
- Click Add.