Online Store: Triggers

Automation rules and triggers in the Bitrix24 Online Store allow automating the order handling, informing your customers about their order status, creating tasks for your employees, etc.

They are divided into three groups:

• Automation rules for employees - edit the element form, run a workflow, create a task, notify an employee, etc.
• Client communications automation rules - send an email or SMS, or perform a robocall to a client.
• Triggers - change the order status.

Go to the Online Store section > Orders > Automation rules.

Click the Configure automation rules button to configure the automation rules and triggers.

What are triggers?

Triggers are yet another way to automate the order handling in your Online Store. They help track actions on the client-side: orders payments, filling out the CRM form, incoming calls, etc. Your employees don't need to open every form and check if the customer has read your email or has paid an order. Triggers will automatically see the customer's actions and change the order status.

Triggers automatically move an order to the order status where they are added. Only the conditions under which triggers are run differ.

All the triggers have the Allow switching to previous status option. If this option is enabled, the trigger will be able to move the order to the previous status.

Responsible person change

The trigger gets activated when the person responsible for the order is changed.

Incoming e-mail, Message has been sent, Email viewed

The trigger gets activated when you receive or send an email to a contact/company related to the order.

Email link clicked

The trigger gets activated when a client clicks the link specified in the email text. Specify the same link in the trigger. This can be a link to a quote, an order page, etc.

Incoming call, Missed call

The trigger gets activated when there is an incoming call or missed call from the number specified in the contact or company associated with the order. In the trigger settings, you can specify which channel it'll track for incoming/missed calls.

CRM form submission, Callback

The trigger gets activated when the client specified in the order card submits a CRM form. The CRM form can be selected in the trigger settings.

Payment

The trigger gets activated when the client pays the order.

The payment information is displayed in the order timeline.

Shipment approved, Tracking number added

The trigger gets activated when you add the tracking number or approve the shipment.

This can be done in the Shipment section of the order card.

Shipment, Shipment updated

The trigger gets activated when you enable the Shipped option in the order card.

Order canceled

The trigger gets activated when the order is canceled.

Webhook

The trigger gets activated when the webhook calls the order.

Visit

The trigger gets activated when the visit tracking starts.

Visitor return

The trigger gets activated when a customer who has already filled out your CRM visits your website again.

Initial/each message posted by client to live chat

The trigger gets activated when a customer sends a chat message to the selected open channel.

Document created

The trigger gets activated when you create a document based on the template selected in the order form.

Document opened

The trigger gets activated when the customer opens a document generated in the order according to the specified template.