Triggers are essential for activating chatbots. They can also be used for automating other tasks such as assigning agents to a chat, engaging a customer with a chatbot, changing a widget’s language, and much more.
In this article:
- What is a Trigger?
- Creating a Trigger
- Setting Conditions
- Setting Actions
- Setting Status
What is a Trigger?
Triggers automate interactions between you and your visitors. They’re composed of two parts: Conditions and Actions. Conditions check the visitor’s characteristics against a set of parameters and Actions specify which chatbot to activate, which tag to assign the case to, which web page element to display, etc.
Step 1: Creating a Trigger
To get started, navigate to Settings > Workflows > Triggers and click ‘Create Trigger’. Give the Trigger a name and description.
Step 2: Setting Conditions
Check if your visitor’s activity meets all of or any of the conditions you set by applying All Of or Any Of.
Trigger an action when all of the chosen conditions are met. Good for when you need multiple, different conditions met before an action is triggered.
Trigger an action when any of the chosen conditions are met. Good for when you need multiple, different conditions to trigger the same action.
With Conditional Parameters you can check for different types of visitor characteristics and use them to trigger specific actions. Use cases include:
- Grabbing your visitor’s attention with a Flash Sale popup when a visitor views your products page (using Visitor Page Url).
- Checking how many times a visitor has returned and connecting them with your sales department (using Revisits in Days).
- Avoiding shipping hassles by checking the visitor’s state and hiding irrelevant promotions (using Visitor State, note: U.S. only).
- Collecting browser, app, or device information for user research (using Browser Name, Browser Version, OS Name, OS Version, and Device Type).
- Captivating visitors with specialized promotions when they view a product multiple times (using Pages Viewed).
Choose the Condition(s) that best capture your visitor's characteristics:
- Visitor Page Url
- Visitor Page Title
- Source Website
- Visitor Time on Page
- Revisits in Days
- Day of week
- Visitor State
- Browser Name
- Browser Version
- OS Name
- OS version
- App Build Version
- App Version
- Device Type
- Pages Viewed
- First time visitor
- Agent is online
- Agent is offline
- Visitor country
Need to know if a specific visitor is viewing your site? Use Custom Attributes to direct them to the right department or send a more personalized message. Learn more about Custom Attributes by visiting Creating & Mapping Custom Attributes in Acquire →
You can also group together conditions to check for multiple conditions simultaneously. Click on the ‘Group’ option located at the bottom of the Select Parameters list.
Step 3: Setting Actions
Configure an Action to engage your visitor with a bot, set a popup, create a push notification, and much more besides—no coding necessary!
After setting up your Conditions, you’ll need to define the Actions to take when they’re met. Create a variety of visitor interactions such as:
- Directing a visitor to tech support (using Assign Department)
- Applying a chatbot to free up agents (using Apply Chatbot)
- Confirming demographic data before a visitor views a page (using Confirmation)
- Freeing up agents by directing customers to helpful resources (using Apply Chat Form)
- Quickly starting a conversation with automated messaging (using Auto Message or First Message)
Choose from a wide range of Actions:
- Auto Message
- First Message
- Assign Tag
- Assign Agents
- Show Widget
- Assign Department
- Widget Language
- Apply Chatbot
- Apply Chat Form
- Send Email
- Center Popup
Note: if both Auto Message and First Message are applied, only Auto Message will display.
Note: if both Assign Agent and Assign Department are applied, only the last action will trigger.
Step 4: Setting Status
Once you’ve set up your Trigger, hit ‘Save’. You’ll be redirected to the main Trigger menu. Next, change your Trigger’s status to active with the slider button by changing the color from red to green (alternately, from left to right).
Your Trigger is now set to curate your visitor’s experience! If you’re unsure about any step in the process, contact us at firstname.lastname@example.org.