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CRM Triggers

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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:

  • 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 trigger.
  • Incoming call - trigger gets activated when there is an incoming call from a client.
  • 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.
  • Webhook (more about webhooks here)
  • Visit - will trigger if the visit tracker has been activated.
  • Visitor return - if a client was 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.
  • 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!

Marketing Automation options are available to Bitrix24 Plus* plan (leads only), Standard & Professional plan (leads, deals) subscribers. Please note that Edit In Workflow Designer option for automation rules is available to Bitrix24 Professional plan subscribers only.

*Important: The PLUS subscription option was available to Bitrix24 users from January 10, 2016 to March 18, 2019. This subscription option was archived and is no longer available for new Bitrix24 users, meaning that Bitrix24 Cloud accounts created after March 18, 2019, that had never been activated with a commercial subscription, cannot be upgraded to the PLUS subscription. Upgrades or downgrades from other commercial options to the PLUS subscription also become unavailable after March 18, 2019. If your Bitrix24 Cloud account had been created before March 18, 2019, and you are currently using your account with the PLUS subscription option, you can continue renewing your PLUS subscription unless you decide to upgrade or downgrade your account to another available subscription option, or unless your Bitrix24 Cloud account gets rolled back to the FREE subscription option due to non-payment.
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