What is a Trigger?

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. The following is an example of a condition for an incoming call:

Call Status Equals Call Ringing

which take the value true if the status of the call is equal to ringing. I the same way, you can define conditions based on properties of an incoming mail, chat....and so on. For more information, take a look at trigger conditions section dedicated for the specific channel.

On this page:

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

The Triggers Section

The Triggers Section is under the Tools Menu:

Here you find all the existing and default triggers and you can create new triggers:

How to Create a Trigger

To create a new Trigger click on New Trigger button

Enter the following values:

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

and then click on Add Trigger.

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

Edit a Trigger

Find the trigger from the triggers list and Click on Edit Trigger:

On the list of triggers you have the following Sections:

In the Settings section you can modify the Name, Status (ON/OFF: a trigger is not invoked if the status is off) and Description of the trigger

and define the trigger's behavior in the Conditions & Actions section.

The conditions and the actions you can define depend on the selected channel.

Refer to the specific channel section for detailed information: