Product
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Flows
Managing Flows
Triggers
36min
This document provides a comprehensive guide to the seven sources used within the flow builder, detailing their functionality, configuration options, and potential applications. Each source is paired with practical use cases, best practices, and frequently asked questions to enhance your understanding and enable efficient implementation. The sources form the backbone of automated workflows, allowing for dynamic triggers and streamlined processes in communication and enquiry management.
Triggered when a new conversation is initiated by a user in the system.
- Channel: Specify the channel where the conversation starts (e.g., WhatsApp, Instagram).
- User Tag: Trigger based on user tags such as "New Customer."
- Location: Trigger based on the location of the user if available.
- Welcome Message: Send an automatic greeting to users when they initiate a chat.
- Assign to Agent: Automatically assign the conversation to the appropriate team or agent based on the user’s location or tag.
- Custom Workflow: Trigger a workflow to log the enquiry and update the CRM.
- Ensure that the welcome message is engaging and provides clear next steps.
- Use tagging to segment users and personalize responses.
- Set triggers to avoid multiple greetings if the user reopens the conversation within a short period.
- Can I customize the greeting message? Yes, greeting messages can be fully customized within the workflow.
- What happens if the user sends multiple messages? The trigger will activate only once when the conversation is first opened.
Triggered when a conversation is marked as closed in the system.
- Channel: Specify the channel of the conversation being closed.
- User Feedback: Trigger based on feedback received, such as a satisfaction survey.
- Feedback Request: Automatically send a feedback form to the user.
- Archive Data: Log the conversation details in the CRM.
- Follow-Up: Send a follow-up message thanking the user or providing additional information.
- Always ensure feedback messages are concise and respectful.
- Use automation to categorize closed conversations for future analysis.
- Integrate with analytics tools to track conversation outcomes.
- Can I reopen a closed conversation? Yes, conversations can be reopened manually or through a user’s response.
- How can I automate follow-ups for closed conversations? Use the "Send Notification" or "Template" action in the workflow.
Triggered when a specific WhatsApp template message is sent to the user.
- Template Type: Trigger based on the type of template used (e.g., promotional, transactional).
- User Tag: Trigger based on user tags linked to the template.
- Transactional Alerts: Send an order confirmation or payment receipt.
- Promotional Campaigns: Notify users about offers or discounts.
- Reminders: Schedule appointment reminders.
- Ensure templates comply with WhatsApp’s business messaging guidelines.
- Use variables within templates for personalization.
- Monitor template performance metrics like delivery rates and engagement.
- How do I create a WhatsApp template? Templates can be created and submitted for approval in the WhatsApp Business Manager.
- What if my template is rejected? Edit the template to meet WhatsApp’s guidelines and resubmit for approval.
Triggered when a predefined shortcut is activated by the user or system.
- Shortcut Name: Specify the shortcut that activates the flow.
- User Tag: Trigger shortcuts based on user segmentation.
- Quick Responses: Use shortcuts for frequently asked questions.
- Workflow Automation: Trigger specific workflows, such as creating an enquiry or updating user data.
- Internal Notifications: Notify team members when a specific shortcut is activated.
- Name shortcuts clearly for ease of use.
- Train team members on available shortcuts and their usage.
- Regularly update shortcuts to align with changing business needs.
- Can I use shortcuts for external triggers? Yes, shortcuts can be used for both internal and external workflows.
- How do I edit a shortcut? Navigate to the shortcuts section in the platform to modify existing shortcuts.
Triggered when a new enquiry is added to the system.
- Pipeline: Specify the pipeline where the enquiry is added.
- Source: Define the source of the enquiry (e.g., website, WhatsApp).
- Auto Acknowledgement: Send a confirmation message to the user.
- Assign Specialist: Automatically assign the enquiry to a specialist based on the service type.
- Follow-Up Workflow: Trigger a workflow to schedule follow-up actions.
- Ensure all new enquiries are acknowledged promptly.
- Use tags and fields to categorize enquiries for better tracking.
- Integrate with CRM to maintain a unified customer database.
- Can I track the source of an enquiry? Yes, you can specify and track the source in the trigger conditions.
- How can I prioritize enquiries? Use tags and conditional logic to prioritize high-value or urgent enquiries.
Triggered when the stage of an enquiry is updated in the pipeline.
- Stage: Specify the stage being updated (e.g., Qualified, Booked).
- Pipeline: Define the pipeline associated with the enquiry.
- Stage Notifications: Notify the user when their enquiry moves to the next stage.
- Task Automation: Assign tasks to team members based on the updated stage.
- Conditional Workflows: Trigger different actions based on the new stage.
- Keep users informed at critical stages of their enquiry.
- Automate repetitive tasks like follow-ups and reminders.
- Use conditional logic to streamline workflows.
- Can I revert an enquiry stage? Yes, stages can be updated manually or through automation.
- What happens if the stage update fails? Ensure all conditions and fields are correctly set up to prevent errors.
Triggered when the status of an enquiry is updated (e.g., Won, Lost).
- Status: Specify the updated status.
- Pipeline: Define the pipeline where the status update occurs.
- Success Notification: Notify the user when their enquiry is successfully resolved.
- Loss Analysis: Trigger workflows to analyze reasons for lost enquiries.
- Pipeline Management: Automate pipeline updates based on the status.
- Regularly review and update status categories.
- Use automation to ensure consistent pipeline updates.
- Analyze data to identify trends and improve processes.
- Can I customize status categories? Yes, status categories can be customized in the pipeline settings.
- How do I track the reasons for lost enquiries? Use tags or fields to document reasons and generate reports for analysis.
