Triggers are our workflow automation tool that allows you to unleash the power of Contact Cloud and can be used to automate processes in your account. You set the trigger behavior, build conditions and set the actions.

Triggers are trigger/action based, meaning when something occurs within your Contact Cloud account (trigger), an associated action can be made to occur as a result of that trigger.

Example Triggers

  • What an activity is received

  • When an activity is sent

  • Through a voice menu or from another trigger

  • When an agent answers a call or a chat within a call queue or a receiving number is connected

  • When an agent transfers a call

  • When a website session is associated to the activity record

  • When the caller hangs up early

  • When a contact panel is updated by a user

  • When a call ends immediately without delay

  • At the end of a call/form/chat, once all data has been captured

  • 1 hour after any activity

  • When a FormReactor activity is created

  • When PPC data is received for an activity

  • When a keyword is spotted

  • When an agent is assigned to an activity

  • When audio is accessed

Example Actions

  • Applying/removing tags

  • Adding dollar values

  • Assigning agents

  • Scoring calls

  • Add/remove conversion data

  • Transcribe a call

  • Redact a call

  • Remove session date from a call

  • Perform look back conversion

  • Send Google analytics events

  • Sending text messages

  • Caller ID lookup

  • Updating custom fields

  • Sending external webhooks

  • Run an integration

  • Make a phone call

  • Forward a text message

  • Sending emails

  • Adding/Removing contacts to/from a list

  • Syncing data with a 3rd party integration

  • Add/remove contact to a scheduled text

  • Add/remove contact from an auto dialer

  • Set a reminder

  • Block a number

  • Add/remove from do not text list

  • Add/remove from do not call list

  • Run lambda functions

Actions can be triggered at the start or end of a call, or based on events detected during a call.

Triggers can be applied to different groups of tracking numbers, so that you can have different actions taken for different advertising channels or customers in your account.

To get a head start building triggers, please see our prebuilt trigger presets. Add a preset to you account and inspect how we have built the trigger.

Creating a Trigger

  1. Navigate to Flowe → Triggers. (If you have no triggers, you’ll be taken to a new setup page.  Otherwise, click New Trigger in the upper right corner.)

  2. Enter a Name for your trigger.

  3. Use the Trigger drop-down menu to choose when you would like this trigger to occur.                                 

4.  If you want this trigger to apply to all numbers in your account, click to turn the Trigger for all Calls toggle on.

5.  Click + Add Workflow on the right side of the page.

6.  Here you will begin to construct the rules for your trigger.  Use the drop-downs in the If all of the following rules match section to set when the actions you want will occur.See Condition Details below for detailed information on each of the condition options.

7.  If you need to use multiple conditions—such as “If new caller is yes” and “tag includes ‘sales call'”—use the + and + Add Rule buttons to build more complex rules.
         o  “And” operator: to add an “and” rule, use the blue + symbol to the right of the drop-downs you used to create your first rule.
         o  “Or” operator: to add an “or” rule, use the + Add Rule button in the top right of the Routes section.

8.  Click Add Action to set what will happen when the trigger conditions are met.  You can add multiple actions to each set of rules.  The following actions are available:
        o  Delay next action
        o  Tag Call (limited to three tags)
             * Remove Tags

        o  Assign agent to call
        o  Add to Auto Dialer
            * Remove from Auto Dialer

        o  Add Conversion
            * Remove Conversion

        o  Update Reporting Tag
        o  Score Call (star rating)
        o  Remove Conversion
        o  Send Analytics Event
        o  Send Analytics Transaction Event (E-Commerce)
        o  Send Analytics Item Event (E-Commerce)
        o  Send Bing Event
        o  Optimizely Event
        o  Salesforce Link
        o  Send Text
        o  Forward Text
        o  Add to Upcoming Scheduled Text (bulk texting)
            *  Remove from Upcoming Scheduled Text

        o  Add to Do Not Text List
            *  Remove from Do Not Text List

        o  Add to Do Not Call List
            *  Remove from Do Not Call List

        o  Add to Blocked Numbers
            *  Remove from Blocked Numbers

        o  Execute Trigger

        o  Send Email

        o  Update Custom Field

9.  Fill out any required fields based on the actions selected.

10.  Click Save Changes.

11.  To have this trigger applied to specific tracking numbers in your account, click or scroll to the General section and click the button for Edit Assigned Tracking Numbers.

12.  In the pop-up that appears, click the tracking numbers you want to use this trigger in the list on the left in order to move them to the assigned list on the right, then click save.

Condition Details

There are several conditions you can use to determine which route a call will take.  All options are listed below, including information for what each option does and how each one can be configured.
 

New Caller

Checks if this number has called any of your numbers before.  Choose yes or no.

  • Example: “New caller is Yes” indicates a first-time caller.

Last Called

Checks the difference in time between this call and the last time you received a call from this number.  You can create rules for people who have called with the last 24 hours, 48 hours, 7 days, 30 days, or 60 days.

  • Example: Use “Last Called is within 24 hours” to identify frequent callers.

Time of Call

Checks whether the call is occurring during one of the schedules in your account.

  • Example: Use “Time of Call is not within Business Hours” to catch calls routed to your after-hours voicemail.

 

Caller ID

Checks the contact name associated with the caller’s number.  Choose from is, contains, starts with, ends with, is set, or is not set.

  • Example: “Caller ID contains Wireless Caller” can be used to identify callers using cell phones who do not have names listed.

Caller Number

Checks the phone number the person is calling from.  Choose from is, contains, starts with, ends with, is set, or is not set.

  • Example: Detect “Caller Number starts with 555” to trigger a text notification to an agent in that area.

Restricted Number

Checks if the caller has blocked their own caller ID.  Choose yes or no.

  • Example: If “Restricted Number is Yes,” tag the call with “missing caller ID.”

Location of Caller

Checks the caller’s location (based on caller ID listing) against geo-routers in your account.  Choose the name of the geo-router to check.

  • Example: Use “Location of Caller is not within Branch Router” to tag the call as “outside service area.”

City, State/Region, and County

Checks for the relevant information in the address associated with the caller’s number.

  • Example: If “City is Chicago,” trigger a text to your Chicago branch agent.

  • Example: If “Country is not Canada,” tag the call with “international.”

Landing Page and Referring Page

Checks the landing or referring URL in the web session data associated with the call.

  • Example: You can send a text for calls that match “Landing Page contains awesome-new-product” to your Awesome New Product specialist’s number.

Day of Week and Month

Checks for the current date and day of the week.  Choose from any day or month.

  • Example: “Day of Week is Sunday” can be used to tag calls to your weekend answering service.

  • Example: If “Month is December,” route to your holiday voicemail.

Tag

Checks for any tags that have already been applied to the call (from a voicemail, another router, or a call trigger).  Choose any existing tag in your account.

  • Example: If “Tag includes support,” route to your support queue.

Converted

Checks the state of the “converted” toggle in the call scoring section for a call.

  • Example: If “Converted is Yes,” send a CallSale event to Google Analytics.

 

Converted Amount

Checks the dollar value assigned to a call in the call scoring section.  This can match values that are exact, or greater or less than a specific value.

  • Example: If “Converted Amount is greater than 100,” update the reporting tag on the call.

 

Call Score

Checks the star value assigned to the call in the call scoring section.

  • Example: If “Call Score is 1,” send a text alert to a manager to review the call.

 

Enhanced Caller ID

If you have enhanced caller ID enabled, the following options are also available:

  • Gender

  • Phone Type (checks for mobile devices)

  • Education

  • Homeowner Status

  • Household Income

  • Marital Status

  • Market Value

  • Has Children

 

Call Length

Triggers actions based on total call duration (including all ring time and hold time).

 

Talk Time

Triggers based on total talk time only.

 

Agent

Checks for the name of the agent in a call queue who answered the call.

 

Tracking Source

Trigger actions based on the tracking source assigned to the tracking number that was dialed.

 

Receiving Number

Trigger actions based on the receiving number that the call was routed to.

 

Direction

Actions will be triggered based on inbound or outbound calls only.

 

Call Status

Trigger actions based on the call status (such as answered, no answer, or hangup).

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