Bitrix24Care

CRM Triggers

Triggers are CRM automation tools. They can track customers actions and some changes in CRM: order payments, filling out CRM forms or calls. Your employees no longer have to go into each deal and check if the customer has read your email or paid the bill. Triggers will see the changes and automatically change the stage of the item.

There are triggers in leads, deals, offers, invoices and smart processes, but not on all plans. Learn more on the pricing page.

The trigger can perform only one action - move the item to the stage where it is. The trigger name is the condition under which it works.

For example, you have the Responsible person change trigger on the second stage of the deal. As soon as the responsible person is changed in the item card, the trigger will move the deal to the second stage.

All triggers have an option Allow switching to previous status. If you turn it on, the trigger will be able to move the item to the previous stages, for example, from the third stage to the second one.

How to create and delete triggers

Go to the kanban or the list of the items for which you want to configure triggers. Click the Automation rules button.

Click the plus sign on the stage or click the Create button and then select Trigger.

To remove the trigger, click on the cross.

You can also copy and move triggers to other stages. To copy the trigger, click the appropriate button. To move the trigger, drag it to the desired stage.

Changes in CRM

Responsible person change/Field change

The trigger works when the value of the selected field changes in the item card.

CRM form submission/Callback

The trigger works when the customer fills out a CRM form. In the settings, you can select a specific one or all at once. In the Callback trigger, only callback forms are available.

form_submission.jpg

Document created/Document opened

The trigger works when a document by the selected template is created in the item or the customer opens the document. In the trigger settings, you can select a specific template or all of them.

Visit

The trigger works when you start the visit tracker.

Resource booked

The trigger works when a resource is booked in the item card.

Communication with the customer

Incoming e-mail/Message has been sent/Email viewed/Email link clicked

The trigger works when one of the actions with the email happens. Do not forget to specify a link, for example, the company website or social network profile.

Incoming call/Outbound call/Missed call

The trigger works if you have called the client or did not answer the call. In the settings, you can select a specific telephony connection or all of them.

Initial message posted by client to live chat/Each message posted by client to live chat

The trigger works when the customer writes a message to the Open Channel chat. You can select a specific channel or all of them at once.

Agent accepted chat (reaction time)/Conversation accepted by agent

The trigger works when an employee accepts a live chat. You can select additional conditions.

Other triggers

Task status changed

The trigger works when the status of the task linked to the CRM item changes. Select the desired status in the Trigger settings.

App triggers/Webhook

The trigger works when the Webhook or a trigger from a third-party application is run.

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