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V3 Triggers

V3 Triggers

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 14, 2025 by Product Knowledge

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Tools → Triggers

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Overview 

Triggers are rules invoked when there is an incoming call, mail, chat, SMS, fax or openchannel message. Triggers are made up of conditions and actions:

  • A condition is a logical expression that can only take the values true or false. You build conditions using properties of the event, an operator and the event value. You can define conditions based on the properties of incoming mail, chat....and so on. For more information, take a look at the trigger conditions section dedicated to the specific channel.

  • An action is an operation executed when the defined conditions are evaluated to True. An action can be opening the Phonebar screen popup, opening CM contact, forwarding incoming email, open a Zendesk ticket and more. Please take a look at the trigger actions section dedicated to the specific channel since the type of action you can execute depend on the type of channel. 



 

You can access the Triggers section from the Tools menu in the main navigation panel.

When you enter the Triggers section you find the list of the created triggers, with the possibility to edit or delete them clicking the three dots button (⋮) next to the trigger of interest.


Create a Trigger

To create a new Trigger:

  1. Click the blue + button  located at the bottom-right corner of the interface, under Tools → Triggers

  1. Enter the Trigger’s details:

  • Trigger Name

  • Channel: choose one of the available channels (Voice, SMS, Chat, Open Channel, Fax)

  • Status: the status must be ON (slide the toggle button to the right) to execute the trigger

  • Description 

  1. Click on Add Trigger. 

After the trigger is created, you can view it in the list of triggers.

  1. Click the three dots button (⋮) next to the trigger of interest and select Edit Trigger

  1. Edit Settings tab to modify the Name, Status (ON/OFF: a trigger is not invoked if the status is off) and Description of the trigger if needed

  1. Edit Conditions & Actions tab to define the trigger's behaviour.

The conditions and the actions you can define depend on the selected channel. You can explore the specific channel section for detailed information:

 

Troubleshooting

For triggers (of each channel), logs are located as usual in /var/log/xcally/trigger* [...]

  • “trigger“ logs are generated by the AMI service. Here there are all the logs related to the features of one single trigger.

  • “trigger“ logs are generated by the triggers feature itself. In this log file, you can also find all the logs related to the capabilities common to all the triggers.