Conditional Logic & Trigger Configuration in Workflows
Trigger ConfigurationWhat It Is:Trigger Configuration is the process of defining the event or condition that initiates a Workflow. This is the starting point for any Workflow. Triggers can be based on user actions (like sending a message), system events (such as a ticket being created), or specific conversation attributes. Key Elements: Trigger Types: Examples include “Customer sends their first message,” “Teammate changes the conversation state,” “Customer has been unresponsive,” or “Customer visits a page.” Audience Rules: You can specify which Users, Leads, or Visitors the Workflow should apply to, using filters like user attributes, browser language, or capacity. Channel Selection: Choose where the Workflow should trigger (Web, iOS, Android, WhatsApp, Facebook, etc.). Scheduling: Set when the Workflow should be active (e.g., only during office hours). Goal Setting: For some Triggers, you can define a goal to measure the Workflow’s impact (e.g., conversion to a paid plan).