Contact Status Changed

Origin: Cases or Contacts

This trigger fires when the status of a case changes.

Contact center administrator Mowgli Kipling wants to automatically change the status of a case to Closed if it meets certain criteria. The criteria he decides on is a case that has been resolved with no additional messages from the contact after one day (24 hours).

To accomplish this automated process, Mowgli creates a contact status changed trigger. In the Delayed execution field, he enters 86400 , the number of seconds in a day, to let the contact stay open for one day after it's been resolved. After he saves the trigger he applies the following conditions:

  • Contact status: Allows him to specify the current status of cases that should be changed. In this case, he specifies Resolved. Mowgli creates one Contact status condition under Conditions, then he creates a second one under Delayed conditions with the same configurations.
  • Contact status update time: Allows him to specify how long the case should be Resolved without additional messages from the contact. He adds this under Delayed conditions. He selects Is older, then enters 1, so that the status of the contact can remain resolved for one day, or 24 hours, before it's closed. The time set here in this condition cannot exceed the time set in the Delayed execution field for the trigger.

Then, he creates the change case status job and adds it to the trigger. Under Parameters, he specifies that the job should change the cases to closed.

Once this trigger is activated, any case that has been Resolved with no additional messages from the contact in the past 24 hours is changed to Closed.

Contact center administrator Mowgli Kipling wants to create a time limit for ACWClosed State that allows an agent to complete work requirements after finishing an interaction (After contact work). To do this he wants to automatically unassign cases from the digital inbox when they have been marked Closed for a certain length of time.

To accomplish this automated process, Mowgli creates a case status changed trigger. In the Delayed execution field, he enters 300 to create a five-minute time limit for ACW. After he saves the trigger he applies the following conditions:

Then, he creates the unassign case from inbox job and adds it to the trigger.

Once this trigger is activated, cases are unassigned from an agent's digital inbox after they have been marked Closed for five minutes. This means agents must complete any ACW within that time period.

Create This Trigger

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Triggers.

  3. Click Add trigger.

  4. 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.

  5. From the Event drop-down, select Case status changed.

  6. 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.
  7. If you have folders that organize your triggers, you can select which folder to put this trigger in from the Folder drop-down.
  8. Click Save.
  9. From the detail page, click Activate when your trigger is completely configured.

Add a Condition

If you entered a value in the Delayed execution field when you created a trigger, make sure your condition configurations do not exceed that time. For example, if you set the Delayed execution time to 86400 seconds, or 24 hours, you cannot add a Contact status update time condition with a time period greater than 1 day.

  1. From the detail page, click Add Condition.
  2. 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.
  3. Click Select.
  4. Some conditions require additional configuration. Refer to the table below for instructions.

Available Conditions

Condition Type Details and Instructions
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.

  • From the drop-down, select Case is inbound or Case is outbound.
Contact inbox assignee

Execute jobs if the case is assigned to the specified member of your team.

  1. Click Select. This opens a new page.
  2. From the drop-down, select the user the case should be applied to for the trigger to fire.
  3. Click Save. This redirects you to the trigger detail page.
Contact status

Execute jobs if the contact has any of the selected statuses.

  • Select the checkbox for any of the statuses you want the condition to apply to.
Contact status update time

Execute jobs if the time when the case status was updated fits into the defined timeframe.

  1. From the drop-down, select Is older or Is newer.
  2. In the first field, enter a number of days. This value cannot be negative.
  3. In the second field, enter a number of hours from 0-23.
  4. In the third field, enter a number of minutes from 0-59.
  5. Click Save.
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.

  1. From the drop-down, select Is older or Is newer.
  2. In the first field, enter a number of days. This value cannot be negative.
  3. In the second field, enter a number of hours from 0-23.
  4. In the third field, enter a number of minutes from 0-59.
  5. Click Save.
Contact waiting time

Execute jobs if the contact has been waiting without an agent response for the defined length of time.

  • Enter the number of minutes a contact should have to wait for this condition.
Chat Is Active

Execute jobs if the chat window displays an online status.

  • From the drop-down, select Yes or No.
Count of inbound messages in the contact

Execute jobs if the number of inbound messages in the case matches the set criteria.

  1. From the drop-down, select one of the following operators:
    • Lower than
    • Lower than or equal
    • Equals
    • Greater than or equal
    • Greater than
  2. Enter a number of messages. This value cannot be negative.
Count of outbound messages in the contact

Execute jobs if the number of outbound messages in the case matches the set criteria.

  1. From the drop-down, select one of the following operators:
    • Lower than
    • Lower than or equal
    • Equals
    • Greater than or equal
    • Greater than
  2. Enter a number of messages. This value cannot be negative.
Current contact assignment

Execute jobs based on if the case is assigned to an agent or if it's still waiting in the queue.

  • From the drop-down, select The case is waiting in the queue or The case is assigned in the agent inbox.
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.

  • Enter the URL that returns the result of your rule.
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.

  1. Click Select. This opens a new page.
  2. Select a radio button to Include selected days and times or Exclude selected days and times.
  3. From the drop-down, select Day of the week or Date range.
  4. For Day of the week, select the checkbox for any day that should be a part of the condition.
  5. For Date range, type or use the pop-up calendar to select a start and end date.
  6. Use the Choose time slot options to specify times of day for this condition.
  7. Click Save. This redirects you to the trigger detail page.

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.

  1. Enter a post ID. If including multiple IDs, separate them with commas.
  2. Click Save.
Excluded tags condition

Executes jobs based on tags on cases. Any case that does not have the tags you specify triggers the job.

  1. Click Choose Tag. This opens a new page.
  2. Select the checkbox for any tags a case should not have for the trigger to fire.
  3. Click Save. This redirects you to the trigger detail page.
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.

  1. Enter a post ID. If including multiple IDs, separate them with commas.
  2. Click Save.
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.

  1. Click Choose Channel. This opens a new page.
  2. Select the checkbox for any channels you want to include for the trigger to fire.
  3. Click Save. This redirects you to the trigger detail page.
Included tags condition

Executes jobs based on tags on cases. Any case that has the tags you specify triggers the job.

  1. Click Choose Tag. This opens a new page.
  2. Select the checkbox for any tags a case should have for the trigger to fire.
  3. Click Save. This redirects you to the trigger detail page.
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.

  1. Use the drop-down to select where the last message came from:
    • Inbound
    • Outbound
    • Both
  2. Enter the time since the last message was sent:
    1. In the first field, enter a number of days. This value cannot be negative.
    2. In the second field, enter a number of hours from 0-23.
    3. In the third field, enter a number of minutes from 0-59.
  3. Click Save.
Probability of Execution

Executes jobs based on a probability percentage. This condition works for contact center triggers, proactive triggers, and schedulers.

  1. Use the slider to select a percentage. 100% means the job executes every time. 0% means the job never executes.
  2. Click Save.
Routing queue limit

Executes jobs based on the size of the routing queue.

  • Enter the maximum number of cases a routing queue can have for this condition to apply.
Routing queues

Executes jobs based on the routing queue.

  1. Click Choose Queue. This opens a new page.
  2. Select the checkbox for any routing queues that should fire the trigger.
  3. Click Save. This redirects you to the trigger detail page.
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.

  • Enter the number of days for the grace period.

Add a Job

  1. From the detail page, click either Add new job or Add existing job, depending on if the job you want already exists.

  2. 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.
  3. If you clicked Add existing job:
    1. Use the drop-down to select the job you want.
    2. Click Add.