Triggers: events, conditions, actions explained

Every company has its workflow and to set it up correctly UseResponse provides triggers to handle all automation rules managed in Administration » Automation & Notifications.

A trigger is a specific number of actions performed on selected conditions when some event is launched.

Trigger Execution Process

How Triggers Are Executed

When an event occurs, the system checks all triggers to see if their conditions are met. If multiple triggers are applicable, they are executed one by one from top to bottom in the list.

Key Points:

Triggers do not influence each other. If one trigger makes a change, that change does not affect the conditions of the triggers below it.
The "Stop on this rule" condition prevents further triggers. If a trigger includes this condition, no other triggers for the same event will be executed after it.
Lower triggers can override actions of higher triggers. If multiple triggers apply to the same event and their actions contradict each other, the lower trigger in the list takes priority for those specific actions.
Actions inside a trigger follow the same logic. If a trigger has multiple actions affecting the same field, the last action in the list will override any previous ones.

Default Triggers

The system includes built-in triggers that control essential notifications and automation without requiring manual setup. These fall into two categories: hidden default triggers that always run and pre-configured triggers that can be edited or disabled as needed.

By default, the system automatically subscribes all agents to notifications about newly created objects (e.g., tickets, topics). The author of the object is also subscribed. Additionally, any user who responds to a topic or ticket is automatically added as a subscriber to receive further updates.

Key Points:

This trigger is invisible in the trigger list but always runs in the background.
If you want to limit agent notifications, you need to create a custom trigger that subscribes only specific teams or users.
For example, instead of notifying all agents, you can set up a trigger to subscribe and notify only Team1 when a new object is created. This will override the default behaviour.

Pre-Configured System Triggers

Apart from hidden triggers, the system includes default triggers that handle various actions like notifications, status updates, and automated responses. These triggers can be enabled, disabled, or modified as needed. Below are some key examples:

Reopen on Comment: Reopens a closed ticket when a user replies via email.

Send Satisfaction Survey: Sends a satisfaction survey 3 minutes after an object is marked as completed.

Status is Updated Notification: Notifies all subscribers when a ticket status changes.

Auto-Complete Ticket: If no activity occurs in a ticket for 5 days, its status is set to Completed.

These triggers serve as a starting point, but you can modify or add custom triggers to match your workflow. For the complete list, refer to Administration » Automation & Notifications.

Trigger Components

1. Trigger Events

Events are actions that activate the trigger.

Important: Chat triggers work for the Scheduled event, the Object is Updated event, and events that start with "Chat," such as Chat: On Click, Chat: User Activity, Chat: User Opens Chat, and Chat: Incoming Message.
More about chat triggers here

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.

Setting Up a Trigger

To create a custom trigger, follow these steps:

Select an Event: Choose when the trigger should activate (e.g., when a ticket is created, a comment is added, or a chat message is received).
Define Conditions: Set rules that must be met for the trigger to execute. Conditions can be configured to:
- Match All (all specified conditions must be met).
- Match Any (at least one condition must be met).
Choose Actions: Define what should happen when the conditions are met (e.g., send a notification, change a status, assign a ticket).
Adjust Trigger Priority: If this trigger should override others, place it at the top of the list and enable "Stop on this Rule" to prevent lower triggers from being checked.

By configuring these elements, you can customise automation to fit your workflow.