Triggers: A Tool to Simplify Customer Engagement

Triggers are automated actions that are activated by specific events, optimising customer interactions. They speed up request processing and enhance service personalisation.

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General Information on Triggers in UseResponse

Check all triggers for execution before activation:
All triggers are first checked for event-based activation. After that, they are triggered sequentially from top to bottom.

Important: This means that changes made by one trigger will not affect the conditions for subsequent triggers. If a trigger has the condition "Stop on this rule", all following triggers for the event will not be executed.

System subscription of agents and their notification for new objects:
By default, the system automatically notifies and subscribes all company agents, as well as the authors of objects. All new users who respond to a topic or ticket are automatically added to the list of subscribers for further notifications. If you do not want all agents to be subscribed and notified, you need to set up a trigger that will notify only those you select.
Mandatory trigger for sending messages on tickets:
To send messages to clients for the "ticket" object type, you must configure the corresponding trigger. By default, messages in tickets are sent only via the email channel.

Events, Conditions, and Actions of Triggers

1. Trigger Events

Events are actions that trigger the trigger.

In UseResponse, there are three types of objects with which triggers work:

Topics — ideas, issues, questions.
Chats — online chats and connected channels (e.g., Telegram, Viber).
Tickets — requests sent by email or created through ticket forms or APIs.
Articles — informational articles in the Knowledge Base.

Important: Chats are not objects for triggers — they have separate events.

Event	Applicable Object Types	How it Works	Where Applicable
Object is created	Tickets, Topics (Idea, Problem, Question), Articles	Triggered when objects are created, excluding chats and chatbots.	- Sending a welcome message when a new ticket or topic is created. - Assign and notify the responsible agent.
Object is updated	Tickets, Topics (Idea, Problem, Question), Articles, Chats	Triggered when an object is updated, such as changes to fields or topic descriptions. Adding comments or messages is not considered an update.	Notifying responsible agents of field changes, including status updates or changes in responsibility.
Comment is created	Tickets, Topics (Idea, Problem, Question)	Triggered when a new comment is added to any object, excluding chats.	- Notify the ticket author about a new comment. - Update the ticket status when a new comment is added to a topic.
User is created	Users	Triggered when a new user is created.	Send a welcome email to the new user.
User is updated	Users	Triggered when a user profile is updated, including changes to user fields, permissions, or password.	Send a notification to an agent informing them that the user profile has been updated.
Chat: on click	Chats	Triggered when a specified page element is clicked, provided no active chats exist in the widget. Use the HTML Selector field to specify the clickable element (can be found using the Inspect tool).	- Send a chat message to the client upon clicking the Welcome message on the portal. - Notify an agent and send a message to clarify details when clicking the "Urgently Situation" block.
Chat: user activity	Chats	Triggered when a user is active in the chat, such as spending time on a page, provided no active chats exist in the widget.	- Notify an agent when the client exhibits high activity in the chat. - Send a message asking "Can I help you?" if the client spends 30 seconds on the pricing page.
Chat: User Opens Chat	Chats	Triggered when the user opens the chat window.	- Send a welcome message to the client upon opening the chat. - Notify an agent that the client has opened the chat.
Chat: Incoming message	Chats	Triggered when an incoming message is received in chat in the following cases: 1) a new chat is created; 2) the message is sent to a chat without an assigned agent; 3) the message is sent to a closed chat. This event does not apply to chats initiated via chatbot interactions.	- Assign a team and select a responsible agent using smart distribution upon receiving the first client message. - Reopen the chat if a message is received in a closed chat.
Scheduled	Tickets, Topics (Idea, Problem, Question), Articles, Chats	Triggered after a specified time following selected events: 1) Object is created (works for all created objects, including chats); 2) Object is completed (works for all completed objects, including chats); 3) Object without activity (where activity means a public comment or chat message); 4) Due on passed (based on the Due On field, as time after the specified Due On date); 5) User Sign Up (triggered from the time a user logs out of the system); 6) User Sign In (triggered from the time a user logs into the system).	- Send a satisfaction survey 5 minutes after the object is closed. - Notify the responsible agent if there is no reply from them in the chat within 5 minutes.

2. Trigger Conditions

Conditions are the criteria that must be met to activate a trigger.

Conditions	Applicable Events	How It Works
User: Phone	Applicable to all events EXCEPT: Object is Updated	Add a check for the user's phone number (full number or part of it).
User: Source	Applicable to all events EXCEPT: Object is Updated	Select the source of how the user was created from the list: Community, API, Widget, Email, Mobile, Single Sign-On, Viber, Telegram, Skype, Facebook, VK, Twitter, Jira, WeChat, Messenger, Line, Instagram, Custom.
User: Tag	Applicable to all events EXCEPT: Object is Updated	Enter a tag assigned to the user's profile (not an object tag), or check if the tag value is empty or not.
User: Team	Applicable to all events EXCEPT: Object is Updated	Choose whether it's an agent or user team or specify a particular team.
User: Email	Applicable to all events EXCEPT: Object is Updated, Scheduled.	Add a check for the user's email (full address or part of it), or set a condition to verify if the user is registered.
Day	Applicable to all events EXCEPT: Comment is Created, User is Created, User is Updated	Select the object's creation day from Monday to Sunday.
Object: State	Applicable to events: Object is Updated, Comment is Created	Select the topic's state (idea, issue, question) from the options: Normal, Trashed, Archived.
Object: Responsible	Applicable to events: Object is Created, Object is Updated, Comment is Created, Chat: Incoming Message, Scheduled	Choose whether a Responsible agent is assigned or set a condition to check for specific agent(s).
Object: Source	Applicable to events: Object is Created, Object is Updated, Comment is Created, Chat: Incoming Message, Scheduled	Select the source of the object's creation from the available options: Customer Portal, API, Widget, Email, Mobile App, Telegram, Google Play Market, Apple App Store, AppGallery, E-commerce, JustCall, Contact Form, Aircall.
Object: Tag	Applicable to events: Object is Created, Object is Updated, Comment is Created, Chat: Incoming Message, Scheduled	Enter an object tag or check if the tag value is empty or not.

3. Trigger Actions

Actions are the steps executed after a trigger is activated and all conditions are met.

Action	How it works	Where applicable
Don't Notify	Prevents notifications from being sent to selected users (e.g., All subscribers, Author, All Agents, Subscribed Agents, Responsible, Selected Agents, Selected Teams). If multiple triggers include both "Notify" and "Don't Notify" actions for the same event, the system consolidates them and sends the notification only once to avoid duplication.	Used when notifications are not required. If both "Notify" and "Don't Notify" are selected within the same trigger, the notification will NOT be sent.
HTTP Request	Sends an HTTP request for interaction with external systems or APIs.	Used for integrating with external systems or calling APIs for automation.
Ignore	Executes only when a new object is created and prevents it from being added to the system under certain conditions: Chats: If a new message is received (e.g., from Telegram), a chat is not created in UR. However, if the chat was previously created through a chatbot script, the trigger won't execute as the chat already exists. Email: An email from a client is automatically marked as spam. Tickets and Topics: If a client creates a ticket or topic on the portal, they are not added to Useresponse. The trigger ignores the creation of these objects. This does not apply if an agent creates a ticket/topic via UR.	For example, emails with the subject "Promotion" are automatically sent to spam.
Lock Replies	Disables replies to a closed object. If a client attempts to reply via messenger or email, the system creates a new ticket linked to the previous one. In the widget chat, the client is prompted to start a new chat unrelated to the previous one. On the portal, replying to a closed ticket is not possible; only a new one can be created.	Used to stop further responses to an object.
Mark as Trusted	Marks the user as trusted. New objects/comments from a trusted user are submitted directly into the system without moderation.	Used for automatic publication of trusted users' messages on the portal.
Notify	Sends a notification: All subscribers, Author, All Agents, Subscribed Agents, Responsible, Selected Agents, Selected Teams.	Used to notify key participants about updates.
Notify and Subscribe	Sends a notification and subscribes to the object: Author, All Agents, Responsible, Selected Agents, Selected Teams, Selected User.	Used to notify and automatically subscribe agents and users to an object.
Send Chat Message	Sends a message to the chat: Label — number of unread messages displayed on the widget label; Snippet — when the chat is closed, the widget shows the text of the last message and a reply button that opens the chat; Full Message — the chat opens and displays the entire conversation.	Used to send messages to the client's chat.
Send Satisfaction Survey	Sends a satisfaction survey to the user.	Used to gather feedback about service quality.
Set: Author - Field	Sets a value for the object's author's profile field.	Used to update user information.