Message Created
Origin: Messages
This trigger fires when a message is created.
If you use this trigger with the Mask Credit Card Number in Message Content automation job, note that CXone only supports masking for standard credit card format. Credit card issuers may change their range or formatting. Our pattern recognition only supports changes made through March 2024.
Contact center administrator Akela Wolfe wants to tag
To accomplish this automated process, Akela creates a message created trigger with the following conditions:
- Content contains: Allows her to specify the words, strings or regular expressions that will be tagged.
- Message direction: Allows her to specify which messages will be tagged based on if they are inbound or outbound.
- Case direction: Allows her to specify which cases will be tagged based on if they are inbound or outbound.
Then, she creates the Add tag to message and Add tag to case job and adds them to the trigger. With this configuration, every message and any case in the defined direction that contains a string he defined is tagged.
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 Message 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 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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Content contains |
Execute jobs based on the content of a message. By default, it will look for matches to whatever you enter.
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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 message subjects rule |
Executes a job based on subject. In this case, any subject that does not include what you specify triggers the job.
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Excluded message tags condition |
Executes a job based on tags attached to the message. In this case, any message that does not have the tags you specify triggers the job.
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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 message sentiments rule |
Executes a job based on sentiment. In this case, any message that is marked with the sentiments you specify triggers the job.
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Included message subjects rule |
Executes a job based on subject. In this case, any subject that includes the specified values triggers the job.
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Included message tags condition |
Executes a job based on tags attached to the message. In this case, any message that has the tags you specify triggers the job.
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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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Message created time |
Executes jobs based on when the message was created.
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Message direction |
Execute jobs according to whether the message is inbound or outbound.
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Message reply |
Executes jobs based on whether an inbound message has been replied to.
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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.