Steps to Create & Update Triggers

Create & Update Triggers

Create Triggers:

Trigger messages can be configured by the user, which can be sent to the customer as well as the supervisor/ user himself through email, SMS, WhatsApp, or push notifications. 

To add trigger messages, follow the below steps:

  1. From URVA home page, under Automation, you will find Triggers.
  2. Click on the '+' icon to add the trigger.
  3. Under the Info tab, fill in the fields like Name, Description, Type, Pick the collection, execute the Timer, And run which indicates the frequency of the trigger message.
  4. Under the Condition tab, pick the field and operator to put conditions for the trigger message. For example: if you choose the workflow state equal to Finish, then the trigger message will be sent to the receiver's email when the task state is updated to 'Finish'.
  5. Under the Action tab, select fields ( such as SMS, Email, WhatsApp, and Push notification), template ( message template,) and receiver of the trigger message.
  6. You can choose the receivers as following
    1. Customer
    2. User Subscriber
    3. Mobile User
    4. Web User
    5. Task Creator
    6. Task Subscribers
    7. Task Creator Manager & his manager (for email triggers only)
    8. Task Territory Assigned Users (for email triggers only)
  7. Click on 'Create Trigger' to create the trigger.

Info💡 Helpful Insight

If multiple phone or email fields exist, users will be prompted to choose which one should receive the message. This ensures precise delivery and avoids confusion.



Update Triggers:

  1. From URVA home page, under Automation, you will find Triggers.

  2. Now you will be able to view a list of all triggers. Click on the trigger that you want to modify or change.

  3. Under the Info tab, edit the fields like Name, Description, Type, Pick an activity, execute the timer, and run, indicating the frequency of the trigger message.

  4. In the Name field, the user can give and change the name of the trigger. 

  5. In the Description field, users can describe the details of the trigger.

  6. In the Type field, the user can choose the type from the dropdown options and set the trigger to that particular type.

  7. The next field is Pick an Activity, in which a user can select an activity as per requirement.

  8. After that, the user can see another field "Type*", which contains two categories: Trigger and Nudge. { A trigger is an event-based action, whereas a nudge is a time-based action}

  9. The Execute field has two options, First is "when the record is created" and the second is "Whenever the record is created or updated".

  10. Under the Condition tab, define the condition for the trigger message. For example:- if you choose the workflow state equal to Finish, then the trigger message will be sent to the receiver's email when the task state is updated to 'Finish'.

  11. Under the Action tab, select the action field ( such as SMS, Email, WhatsApp, or Push notification), template ( message template), and receiver of the trigger message.

  12.  Click Update to save the changes




QuoteNOTE: If the user will choose the first option, then the trigger will come into action once only when the record is created, whereas if the user will choose the second option then the trigger will perform an action every time the record is created or updated
.

Fall Back Scenario: 

In cases , you want a second communication to go to customer in case the first channel fails, then URVA gives you option to enable a fall back channel.

Steps for Fallback scenario:
  1. Enable Fall back channel and fallback time.
  2. Then select Fall Back as all except from the first communication trigger.
  3. Pick a template which will be sent to customer.
  4. At the end select a receiver and a fall back form field having the mode of communication.




Stage change based on field update:

To create a trigger to change stage of a task in one activity based on field update of another activity, change the conditions as following:

  1. Follow steps from 1 to 3 in trigger creation.
  2. Under Condition, select activity field as workflow state and condition of field update.
  3. Choose Action as  Task Update Item. Select Activity in which task stage will be changed.
  4. Few more drop downs will appear. Select Activity fields, Value Type as default and Update State as stage in which task needs to be removed.
  5. Create and Update the trigger accordingly.