retailCRM Documentation

Triggers

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Main information

Triggers are the event tool for processes automation. Trigger works at the moment of event, checks the conditions, specified in it, and executes actions, if conditions are satisfied.

Triggers can be internal or external.

External triggers

Triggers suggesting external interaction.

Examples of such triggers:

Internal triggers

Automation of internal processes of stores. It can be:

Creation of trigger

You may create and configure the trigger in section Administration > Communications > Triggers.

Let's have a look at the creation/editing form of trigger on the example.

«Ordering» field specifies the order of trigger execution. By default it s 990.

There is a possibility to sort by this field in the list of triggers.

You can specify the event, which the trigger will work for.

Examples of events:

«Missed call» event can be used on condition of the integrated telephony. Examples of triggers for missed calls you can see in Triggers on the missed calls.

Important: for «Prostie Zvonki» system the setting of «Missed call» trigger is not recommended, since this system uploads the history to client's browser. I.e. if there were 10 calls at night time, then they will be uploaded to the system only at the moment of manager authorization. Respectively, this trigger will not work at night.

«New call» event can be used on condition of the integrated telephony. It works similar to «Missed call» event but it is being applied to every call created in the system.

When selecting the event there will be a hint with list of objects and their types, which you can work with in the Filter and Rule fields.

In the Filter field there is total restriction on the trigger working. Examples of restrictions:

In the Rule field you can specify the expression, which defines when the trigger must work considering filter.

Examples of rules:

Both fields are non-mandatory. If they are empty, trigger will unconditionally work for event and execute the specified actions.

Read also Rules of trigger preparation, where you can find expressions creation rules for Filter and Rule fields.

Adding the action to trigger

There is «Add action» button under the form. Triggers are created for automatically sending of notifications, letters, SMS, and for creation the tasks on specified rules.

Each trigger can contain several actions. In table of compatibility you can find what actions for what events are allowed.

I.e. first you have to create different templates of messages, and then, when creating the trigger you choose template from the list for binding with trigger.

Send a letter with template

When selecting the variant «Send a letter with template» you will see «Template» field, where you should select the letter template, that will be sent by trigger.

Send SMS with template

This variant requires the same actions as «Send a letter with template».

Change manager data

This variant allows to change necessary field with manager data on some condition.

Change customer data

This variant allows to change necessary field with customer data on some condition.

Change order data

This variant allows to change necessary field with order data on some condition.

Create task

This variant allows to create the task for necessary manager. For this purpose you should select the manager, add text and commentary to the task, and select time when the manager will receive notification.

Note: Only text is allowed, without html.

Send notification with template

This variant allows to send notification to responsible manager.

HTTP-call

This variant allows to execute HTTP-request by certain method. For this purpose you should specify URL address, HTTP-method, and how to transmit the parameters.

HTTP-method is the sequence of any characters, except control characters and separators, specifying the main operation over a resource.

GET — is used for request of specified resource content. Using GET method you can also start any process.

PUT — is used for uploading the request content to URI specified in request.

POST — is used for transferring the user data to specified resource.

HEAD — is similar with GET method, except that there is no body in the server response. There is also a possibility to specify parameters and set the HTTP-headers.

HTTP-header is the name-value couple divided by a colon, which is separated from message body.

Any action can be removed as shown on the screenshot below.

You can read more details about creation of letter template in Letters templates article.

You can read more details about creation of SMS template in SMS templates article.

You can read more details about creation of notification template in Notification templates article.

Add a cost

Pay attention, that this action is available only in case, if “Order change” event is selected.

It is necessary to specify the trigger rule. In our example it is order creation.

After specifying the rule you should select the cost item, which will be created by trigger, and then specify the sum. In our example it is bonuses for employees in amount of 10 euro.

Pay attention, that it is possible to use expressions in “Sum” field. For example, for calculation of employee's bonus depending on the order sum, you can use expression order.totalSumm * 0.01.

Note: sum is being specified as number without currency specification. Currency will be specified automatically, based on default one.

In “Date” field you should specify the date of cost item creation. In case, if date is absent, the date of trigger`s run will be used by default.

Pay attention, that it is possible to use expressions in the “Date” field. For example, date in the cost item can be bound to date of order creation by using expression order.createdAt or can be bound to any other date in the order.

In “User” field you should specify the manager, which will participate in the cost item.

In “Comment” field you can specify the comment if necessary.

Pay attention, that it is possible to use objects, available in triggers, in the comment. Only text allowed, without html.

In our example it will be automatically created the “Bonuses for employees” cost item in amount of 10 euro and refers to Mark Jones.

When clicking the cost item name, you will see the editing window.

You can read more about working with finances in appropriate article.

Any action can be removed as on screenshot.

Read more about the letter templates creation in Letters templates section.

Read more about the sms templates creation in SMS templates section.

Read more about the notification templates creation in Notification templates section.

Compatibility table of events and actions

Triggers have certain restrictions on the actions, which can be executed for these or those events. Below there is a compatibility table of events and executing actions.

Note: "Customer entered the site", "Customer leaves the site" and "Customer did not visit the site" are available only in case, if Collector is enabled.

Also, when creating the trigger with event and further notification of customer via SMS or email, it is important to remember about compatibility of event actions with trigger actions.

For example, for trigger with «Order change» event

you should create letter template appropriate to this event

The same situation is for SMS. You should create SMS template appropriate to this event.

Postponed triggers

There is an opportunity to set postponed triggers in the system, which will work automatically after the specified time expiration after the main trigger`s run.

Note: Interval for postponed trigger should not be less then 5 minutes.

For example, you need to send customer a letter with offering to leave feedback in 3 days after the customer has received order.

At first, you should set trigger on the status change to «Complete» (it can be order/customer change or letter/SMS sending). If there is no need to do something, you can set «empty» trigger.

In Action menu you should specify the following change of order (trigger will not run without action):

In fact this trigger will not do anything, it will be used only as starting point for postponed trigger.

Then you need to create new trigger with «After trigger for order» event and to specify the desirable term of trigger execution in «After time» field. If necessary, you can also specify filter and rule for postponed trigger. Further you should select «Send a letter with template» action and then choose necessary template.

Pay attention that template event for postponed trigger must be «Order».

After expiration of time, specified in postponed trigger, it will run (on condition if the initial trigger has worked).

Another example: you need to remind the customer that order is in pick up point 2 days after on condition that customer has not picked it up yet.

For this purpose you should set trigger by analogy with example above, on status change to «Arrived to pick up point» (it can be letter sending, that the order can be picked up). Further you should set postponed trigger with 2 days «After time» condition, which will send customer the reminder, and add the checking of order status to Filter field (order is still in «Arrived to pick up point» status, i.e. customer has not picked it up).

Note: postponed triggers don't work at systems with demo data.

Action log

This section is necessary for viewing the trigger work results. It is situated in Administration - Settings - Action log.

"Status" field means the type of trigger work result. For example, "Information" status means that trigger has worked successfully and the "Error" status means that trigger has not worked.

You can see in message the order/customer, which the action was made for, and why trigger has not worked if it is in Error status. There will be links to context objects of trigger (order, customer, etc.) or actions (letter/sms templates).


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Page last modified on June 15, 2018, at 11:01 AM