Trigger Actions are the actions that specify what a workflow will do. You can have several actions on a single trigger which creates an AND statement. This means that more than one action will need to happen to make the trigger work. For example, if the call count is 3 AND the disposition is Answer Machine, then send an email.
Below is a description of all the actions available for Workflow Automation. If you want to jump to a particular Action, you can do so below.
This option will send an email to the email address added under recipients. An Email Template should be set up first prior to using this trigger action.
Active: Set Active or Disable.
Skip if live call in progress: This will not process if the lead is currently on a call.
Use Agent email as sender: You can set the agent email as the sender. Useful if you want the agents to send these emails.
Dynamic Emails: This will use the Lead's emails. On the screenshot, the only Email is listed but, if you have a secondary email, this will be listed as well.
Email: You can add other emails to this action.
CC: Carbon Copy the email to others.
BCC: Blind Carbon Copy the email to others.
Email Template: You can use a custom template for this action. (Which is under Account > Email Templates).
This option will move the lead to another list.
In the "Move to List" you will need to specify which list the lead will be moved to.
This option will change the status of the lead to the status of your choosing.
This option will send an SMS message to the lead’s mobile number.
Selected Dynamic Phones - Choose a number that will accept SMS.
SMS Campaign - Choose your SMS Campaign.
SMS Templates - Choose which template will be sent to the lead.
This option will insert the lead to the specified VB Campaign.
This option will insert the lead to a specified Ringless Voicemail Campaign.
This option will change the field data to a specified one.
You will need to click on the "+ Add Field" in order to add the field of your choosing.
- Number Field / Currency = If the Number Field or Currency is selected, it has 2 options.
- The Number / Currency Field will use the Value indicated in the Field once Triggered.
- Click on the +/- Current Value Button
Select the from + or - function and type the value of the field.
In this example, once the Workflow Automation is Triggered, the Number Field will add 3 from its current value.
So if the current value is 3 and the Workflow Automation is triggered, the value of the field will become 6.
- Alternate numbers will replace the primary number if the primary number is either disconnected or congested etc.
- Note: If the value for number / current fields is blank, the settings cannot be saved and this error message will show up.
- Date Field / Date and Time= If the Date Field / Date and Time is Selected, it has 2 options.
- Select Current Time.
The blank field will become --Current Time--
- Select Pick a Date.
The field will have the option to select a Date.
- Select Current Time.
The system will automatically call the lead based on the number of seconds specified.
Insert into Hopper
This option will insert the lead back to the hopper based on the specified priority level.
Add to DNC
Action Type with value “Add to DNC”.
When Add to DNC is selected there are two additional drop-downs "Number to Add" and "DNC Campaign".
Number to Add - User can select which Phone number they want to add to the DNC List. All Phone Field will be on the dropdown selection. User can also select multiple options.
DNC Campaign - User can select if they want to add the number to Global DNC or Campaign DNC.
You can Select Primary Phone, Cellphone and Work Phone as Number to Add.
Add to Revenue
Add a Revenue Amount that will be shown on the Call Logs report.
Update Callback allows you to automatically modify callbacks based on an Event
This tab schedules the action.
This can be today or in the future.
Note: You can identify the Trigger Events and Actions statuses by their text color. If the text is Blue, it means it's Active and if it's Red, it's Inactive.