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CRM Triggers

Triggers - client-side actions that will bring status processing into motion. When a trigger sets off, the CRM record will be brought to a required status, which in turn will activate appropriate automation rules.
Triggers don't respect previous statuses a CRM record might have been in. Moving a CRM record to a higher status will not activate triggers attached to lower statuses even if they were never activated for a current CRM record.

The following triggers are available at the moment:

  • Responsible person change - trigger gets activated when the responsible person is changed.
  • Field change - trigger gets activated when the selected field is changed. You can select several fields for this trigger.
  • Incoming email - trigger gets activated when there is an incoming email from a client.
  • Message has been sent - trigger gets activated when you have sent a message to a client.
  • Email viewed - client viewed an email sent from CRM form or an email sent using the "Send email" automation rule.
  • Email link clicked - client clicked a link in email. You need to add this link when creating a trigger.
  • Incoming call - trigger gets activated when there is an incoming call from a client (works for any telephony connection type).
  • Missed call - trigger gets activated when there is a missed call from a client (works for any telephony connection type).
  • CRM form submission - trigger gets activated when a client has filled out a CRM webform on your website.
  • Callback - you can track when the client has filled the selected callback form.
  • Invoice payment - trigger gets activated when the invoice bound to the deal has been paid manually.
  • Order payment - trigger gets activated when the order bound to the deal has been paid.
  • Webhook (more about webhooks here)
  • Visitor return - if a client has been created via CRM webform or callback form from your website, the system tracks when the same user visits the site again and triggers the action.
  • Initial message posted by client to live chat - trigger gets activated when a client sends an initial message to the selected open channel.
  • Each message posted by client to live chat - trigger gets activated when a client sends any message to the selected open channel.
  • Resource booked - trigger gets activated when there is a resource booked.
  • Document created - trigger gets activated when there is a new document generated in the deal or lead card.
  • Document opened - trigger gets activated if a document created in the CRM record card has been viewed.
  • App triggers - you can use Marketplace apps to create triggers.

How it works

First, you add a trigger at the particular stage (status) and set what should happen for the trigger to react.

For example, when you get a new lead, your sales agent’s goal is to make this lead register for an event (CRM web form is made for this event). As soon as the lead appears in your CRM, configured automation rules move this lead between the statuses in the sales funnel. It may happen that the client fills the event CRM web form being at the very first status in the sales funnel. What then? In this case automation rules that should be applied at further statuses become excessive since your goal was – filled event CRM web form. Here is when you need triggers. You can add trigger = “CRM form submission” for the lead’s final status. As soon as the client fills the event CRM form, the trigger reacts and moves your lead to the final status. In this case, automation rules for the “between statuses” won’t be activated.


Automate your sales processes easily with Bitrix24 CRM!

Please note that Edit In Workflow Designer option for automation rules is available to Bitrix24 Standard and Professional plans subscribers only.

Automation rules and triggers in CRM are available to CRM+, Standard and Professional plans subscribers. Free, Start+ and Project+ plans subscribers cannot use automation rules/triggers in Bitrix24 CRM.

Read more here - Cloud pricing.

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