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Trigger Actions are the actions that specify what a Workflow will do.

They work in coordination with Trigger Events to complete the if-then statement. By telling the Workflow exactly what to do when it detects a Trigger Event.

  • 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. 

We have defined all of the possible Trigger Actions for your Workflow Automations.

Contents:

 

Workflow Automation Intro

When creating a new Workflow Automation, you will not see the Events and Actions sections until you have clicked Apply Changes for the Workflow General Settings.

The Workflow Events, Actions, and Action Sets sections (A) will appear on the page below Campaigns within/Not within this Workflow section.

  • A) This is where the Workflow Trigger Events and Workflow Trigger Actions will be created by clicking Add Event + and Add Action + in each section.

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    • B) To delete or add an Action Set click the Delete Action Set or Add Action Set buttons as needed.
    • C) When finished, click the Apply Changes button on the bottom right of the page.

This is an example of a Workflow Automation with multiple Trigger Events and Trigger Actions.

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Note: The blue text on these Workflow Automation Trigger Events and Actions indicates they are Active. When they are deactivated, the color changes to red.

 

Email

This option will send an email to the email address added under recipients.

Note: An Email Template should be set up first prior to using this trigger action.

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  • A: Action Type - Email
  • B: Active - 
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the lead is currently on a call.
  • D: Use Agent email as sender -
    You can set the agent email as the sender. Useful if you want the agents to send these emails.
  • E: Dynamic Emails -
    This will use the Lead's emails.
    If you have a secondary email, this will be listed as well.
  • F: Email -
    You can add other emails to this action.
  • G: CC -
    Carbon Copy the email to others.
  • H: BCC -
    Blind Carbon Copy the email to others.
  • I: Email Template -
    You can use a custom template for this action. (Which is under Account > Email Templates).

Integration

This option will send the Lead Data to the third-party CRM.

There should be already a configured Convoso Connect and Adaptor to use this feature.mceclip1.png

  • A: Action Type  - Integration
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Convoso Connect - 
    Select the Convoso Connect you created earlier.
  • Note: You can also click the Create Convoso Connect button to begin the creation process while configuring your Workflow.

Move

This option will move the Lead to another List.

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  • A: Action Type  - Move
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Move to List - 
    Select the List you want the Lead moved to.

Status Change

This option will change the Status of the Lead to the Status of your choosing.

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  • A: Action Type  - Integration
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Status - 
    Select your Status.

SMS

This option will send an SMS message to the Lead’s mobile number.

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  • A: Action Type  - SMS
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Use Virtual Agent Campaign
  • E: Selected Dynamic Phones -
    Choose types of numbers that will accept SMS using the arrows.
  • F: SMS Campaign -
    Choose your SMS Campaign from the drop-down.
  • G: SMS Templates -
    Choose which template(s) will be sent to the Lead for this Campaign, using the arrows.

Voice Broadcast (VB)

This option will insert the Lead to the specified VB Campaign.

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  • A: Action Type  - Voice Broadcast
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: VB Campaign - 
    Select your Voice Broadcast Campaign from the drop-down.

Ringless Voicemail

This option will insert the Lead to a specified Ringless Voicemail Campaign.

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  • A: Action Type  - Ringless Voicemail
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: RVM Campaign - 
    Select your Ringless Voicemail Campaign from the drop-down.

Field

This option will change the Field data to a specified one.

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  • A: Action Type  - Ringless Voicemail
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Add Field - 
    This button adds fields to your Workflow.
    • Clicking it populates the rows in the Field table.
    • In the first column you choose specific Fields from the drop-down.

Replace with Another Field

This toggle allows you to replace one field's value with another's.

  • For example: You can have an alternate number replace the primary number if the primary number is either disconnected or congested.mceclip9.png
  • After toggling to Yes, two new columns appear
    • Remove After Copy:
      Toggling this to Yes will remove the Value Field after making the copy to the chosen Field. 
    • Copy if Blank: 

Currency/Number Field

  • If the field you choose is a Number or Currency type, then the +/- Current Value button will show.mceclip6.png
  • Clicking on the +/- Current Value button produces two new fields in the Value column.
    • A: Current Value -
      This represents the original value in the field.
    • B: Plus/Minus sign -
      This drop-down determines if the new Value will be added to or subtracted from the Current Value.
    • C: Value -
      This field holds the new Value that will affect the Current Value through addition or subtraction.

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In this example, once the Workflow Automation is Triggered, the Number Field will add 1 to its Current Value.
So if the Current Value is 3 and the Workflow Automation is Triggered, the value of the field will become 4. 

    • Note: If the value for number/currency fields is blank, the settings cannot be saved and this error message will show up.mceclip0.png

Date/Time Field

  • If you select a Date or Datetime type field:mceclip10.png
    • The Value field will produce a pop-up calendar when clicked, where you can pick either a date or date and time depending on the Field type.
    • A Current Time button also appears, when clicked the Value field changes to Current Time. 
      • So, if the Workflow Triggers at 12:00 PM on April 4th, 2023 then this information will fill the chosen Date or Datetime Field.

System Callback

The system will automatically call the Lead based on the number of seconds specified.

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  • A: Action Type  - System Callback
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Seconds - 
    Number of seconds until the System Callback when the Workflow Triggers.

Add to DNC

This Action Type adds Leads' phone numbers to the Do Not Call List when Triggered.

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  • A: Action Type  - Add to DNC
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Number to Add -
    Drop-down for selecting the phone number(s) to add to the Do Not Call list when the Workflow Triggers.
    • You click to select any or all of these phone number options 
      • Last Number Dialed
      • Primary Phone 
      • Cell Phone
      • Work Phone
  • E: DNC Campaign - 
    Drop-down for selecting which DNC List will be the destination for the phone number(s) that Trigger the Workflow.
    • Options will include all of your Campaigns and the Global DNC for your Account.

Add to Revenue

Add a Revenue Amount that will be shown on the Call Logs report.

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  • A: Action Type  - Add to Revenue
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Revenue Amount - 
    Dollar Amount that will be added to the Revenue on the Call Logs report when the Workflow Triggers.

Update Callback

Update Callback allows you to automatically modify Callbacks based on an Event.

mceclip14.png

  • A: Action Type  - Update Callback
  • B: Active -
    Yes or No toggle to set as Active or not.
  • C: Skip if live call in progress -
    This will not process if the Lead is currently on a call.
  • D: Update Type - 
    Drop-down with Update Callback Stage and Remove Callback.
  • E: Set Stage to -
    Drop-down with Dismissed and Completed.
  • F: Callbacks to update -
    Drop-down that specifies which Callbacks to update: All Callbacks, Oldest Callback, or Most Recent Callback.

Schedule

The Schedule tab sits next to the Settings tab as a static part of the Add Action window.

On this tab you can schedule your Workflow Trigger Actions so that they do not take place immediately after they are Triggered by an Event.

Day settings:mceclip15.png

  • A: Active  -
    Yes or No toggle to set a Schedule or not.
    • The rest of the settings will not appear unless toggle is set to Yes.
  • B: Calculate By -
    This drop-down has options for Day or Field to calculate the Schedule.
  • C: Day -
    This drop-down has options for Day 1-365 and After Hours to designate the starting point for the Schedule.
  • D: From Time Calculation - 
    This drop-down has options for Immediately on Trigger and Last Called Time to designate when the countdown for the schedule starts.
  • E: In Hours -
    This drop-down has hours 0-24 to choose from for your Schedule.
  • F: In Minutes -
    This drop-down has 0-60 minutes that you can choose for your Schedule.

Field settings:mceclip16.png

  • A: Active  -
    Yes or No toggle to set a Schedule or not.
    • The rest of the settings will not appear unless toggle is set to Yes.
  • B: Calculate By -
    This drop-down has options for Day or Field to calculate the Schedule.
  • C: Time Zone -
    This drop-down has multiple Time Zones and Lead's Time Zone to choose for your Schedule.
  • D: Field -
    • This setting has two drop-downs in the first you will find all of your Date and DateTime fields.
    • The second drop-down has options for Time of date, Minutes before date, and Minutes after date.

 

 

 

 

 

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