Automation with Triggers
On this page
- 1. Creating a trigger
- 2. When and in what order does it run?
- 3. Terms and Conditions
- 4. Actions
- 5. Sample Scenarios
- Escalate an angry customer to a senior representative
- Tag discussions related to returns
- Close pending calls that have not received a response
- Report the closed call to your system
- 6. Tracking and Editing
- Related articles
Triggers are rules that run automatically on conversations: when a conversation meets the conditions you specify, the actions you select (tagging, assigning, changing status, adding a note, sending an email or web request) are applied automatically. This screen requires administrator permissions; only users with this permission can see it in the menu.
- TriggersList your rules, add a new one
- StatesCall states that the trigger can use
- GroupsTeam groups to which you can forward conversations
- Notification PreferencesWhether or not to receive trigger emails
1. Creating a trigger
- Open the list — In the left menu, go to Settings › Administration Area › Triggers and click the Add Trigger button.
- Name — Enter the Name that your team will see in the list on the trigger information card, and optionally add a Description. The name must be unique.
- Select conditions — On the Conditions card, use "Add Condition" to add a row; for each row, you select the condition, operator, and value.
- Add actions — On the Actions card, select at least one action using "Add Action." Actions are executed in the order they appear in the list.
- Save — Click the Create button; the trigger activates immediately.
There are two groups on the Conditions card. In the “All of these must be met” group, every condition must be true. If you add a condition to the “At least one of these” group, at least one of those conditions must also be true. If you leave both groups blank, the trigger will run on every call.
2. When and in what order does it run?
- When a new call is initiated (regardless of the channel).
- When a conversation is updated: when a customer or agent types a message, or when the status or assignment changes.
- For triggers that include a time condition, calls that are active or on hold are scanned once per hour.
Triggers are tested in the order they were created, starting with the oldest. When an action that modifies the conversation (status, assignment, tag, note) is executed, the remaining triggers are re-evaluated based on the conversation’s new state. Each trigger fires at most once within the same event. If the “Delete Conversation” action is executed, all other triggers in that event are stopped.
A trigger whose conditions continue to be met will run again with every new update to the conversation (in time-based triggers, during every hourly scan). To prevent the same note or email from being sent repeatedly, use change operators such as "Changed to" or remove the conversation from the condition using one of the actions (for example, by changing its status). Adding a tag is safe in this regard: the same tag will not be added to a conversation a second time.
3. Terms and Conditions
| Condition | What it covers | Operators |
|---|---|---|
| Call Type | Chat or Request | Here it is |
| Subject | Subject line of the conversation | Contains, Does not contain, Starts with, Ends with, Is equal to, Is not equal to, Matches a regex pattern |
| Contents | Text of the last message in the conversation | Contains, Does Not Contain, Starts With, Ends With |
| Status, Assigned | Call status and assigned agent | Is this, Is not this, Changed, Changed to this, Changed from this, Did not change |
| Customer sentiment | Positive, Neutral, Negative, Angry | Same as status |
| Number of attachments | Number of attachments in the conversation | Equals, Does Not Equal, Greater Than, Less Than |
| Customer Name, Customer Email | Customer Registration | "Is," "Is not," and text operators |
| Visited URL | The last 50 pages the customer viewed on your site | Text operators |
| Location | Country in the customer record | Here it is |
| Number of page views | Customer page visits | Equals, Does Not Equal, Greater Than, Less Than |
| … hours since then | Creation, closure, time elapsed since the last activity or last message | This, More than this, Less than this |
Changed-type operators are only provided in the update where the change occurred. BLE AI measures the customer’s emotional state based on the customer’s messages; it is empty for conversations where no measurement has been taken.
Text conditions are case-sensitive. To capture both forms, use the "matches" operator with a Regex pattern, for example, (?i)fatura.
4. Actions
- Meeting: Add a note — This adds an internal note to the meeting that is visible only to the team.
- Call: Change Status — Sets the call to the status you select.
- Call: Assign to Agent — Assigns the call to the agent you select.
- Call: Transfer to Group — Removes the call’s assignment and places it in the queue of the group you selected.
- Conversation: Add Tag and Conversation: Remove Tag — One or more tags; if you enter a name that isn’t in the list when adding a tag, a new tag will be created.
- Conversation: Delete — Permanently deletes the conversation along with all its messages.
- Send Email — Sends the text in the Subject and Email Content fields to the team member you selected. If the recipient has disabled the "Trigger Email" option in their notification preferences, the email will not be sent.
- Send a Web Request — Sends the text in the Body (JSON) field via a POST request to the address in the URL field. Requests are not sent to local or private network addresses; if no response is received within 10 seconds, the request is abandoned.
Call: Transfer to Group—also returns a call taken by an agent to the queue; if used with a persistent condition (e.g., only “Contains Subject”), the call will be returned to the queue with every update. Call: Delete—cannot be undone.
The following variables in the note text, email subject, and body of a web request are replaced with the values from the current session:
{{conversation.subject}}→ Subject of the conversation{{conversation.number}}→ Call number{{conversation.id}}→ Call ID{{customer.name}}→ Customer's name{{customer.email}}→ Customer's email address
5. Sample Scenarios
Escalate an angry customer to a senior representative
Condition: Customer sentiment › Changed to › Angry. Actions: Call: Assign to agent and Call: Add tag (öfkeli). The condition is met only when the sentiment changes.
Tag discussions related to returns
Condition: Topic › Contains › return. Action: Conversation: add tag (iade).
Close pending calls that have not received a response
Conditions: Status › Is › Pending and Time elapsed since last response › More than › 72. Actions: Conversation: Add note and Conversation: Change status › Closed. When the status changes, the condition is no longer met.
Report the closed call to your system
Condition: Status › Changed to › Closed. Action: Send a web request; enter, for example, {"numara": "{{conversation.number}}", "eposta": "{{customer.email}}"} in the body.
6. Tracking and Editing
The number of times each trigger has been used is displayed in the list. You can select "Edit" or "Delete" from the row menu, or select multiple rows to delete them all at once.