Automation Triggers
The Automation Triggers page lists all configured automation rules in your tenant. Each trigger watches for a specific business event and, when that event fires, sends a message to the configured recipients using the assigned template. Triggers support both Email and WhatsApp channels.
Accessing the Page
Section titled “Accessing the Page”- Route:
/communications/automation - Menu Path: Communications → Automation → Triggers
- Primary audience: Administrators and operations teams who configure automated messaging.
List Columns
Section titled “List Columns”| Column | Default Visible | Sortable | Description |
|---|---|---|---|
| Name / Event | Yes | Yes | Trigger name and the business event type it watches |
| Channel | Yes | No | Badge indicating Email or WhatsApp |
| Exchange | Yes | No | The message broker exchange name associated with the event |
| Active | Yes | No | Toggle showing whether the trigger is currently active |
| Actions | Yes | No | Row action menu for Edit and Delete |
Status Values
Section titled “Status Values”| Status | Description |
|---|---|
| Active | The trigger fires when the event occurs |
| Inactive | The trigger is paused and will not fire |
Filtering
Section titled “Filtering”| Filter | Type | Description |
|---|---|---|
| Search | Free text | Searches trigger names |
| Status | Dropdown | All statuses, Active, Inactive |
| Channel | Dropdown | All channels, Email, WhatsApp |
Sorting
Section titled “Sorting”Click the Name / Event column header to sort alphabetically. First click ascending, second click descending, third click removes the sort. Default sort is by name ascending.
Pagination
Section titled “Pagination”The list uses a Load More pattern. Default page size is 50 records. The Load More button appears at the bottom when more records are available.
Actions
Section titled “Actions”Page Actions
Section titled “Page Actions”| Action | Permission | Description |
|---|---|---|
| New Trigger | canCreateAutomation | Opens the 5-step trigger creation wizard |
| Import | canCreateAutomation | Import triggers from a previously exported JSON file |
| Export | canCreateAutomation | Export selected triggers to a JSON file |
Row Actions
Section titled “Row Actions”| Action | Description |
|---|---|
| Edit | Opens the trigger edit form; click a row to navigate to the same form |
| Activate / Deactivate | Toggles the trigger active state inline without opening the form |
| Delete | Permanently deletes the trigger after confirmation |
Bulk Actions
Section titled “Bulk Actions”When the canDeleteAutomation permission is granted, a checkbox column appears. Select multiple triggers to access the bulk actions bar:
- Activate — sets all selected triggers to active
- Deactivate — sets all selected triggers to inactive
- Delete — permanently deletes all selected triggers after confirmation
Creating a Trigger
Section titled “Creating a Trigger”Click New Trigger to open the 5-step creation wizard. The steps are sequential — you must complete each step before proceeding.
Step 1 — Event
Section titled “Step 1 — Event”Select the business event that will fire this trigger. A searchable list of all available events is displayed. Each event card shows its name and any data enrichment steps it performs before passing data to the template.
Note: The trigger event cannot be changed after the trigger is saved. To use a different event, create a new trigger.
Step 2 — Email Content or WhatsApp Template
Section titled “Step 2 — Email Content or WhatsApp Template”For Email channel triggers: select an existing automation template from the list, or write the email subject and body inline. The inline editor supports simple formatting and a live HTML preview.
For WhatsApp channel triggers: select a WhatsApp account, choose an approved Meta template, select a language, and map the template’s variable parameters to enriched event variables.
| Field | Required | Type | Description | Default | Validation |
|---|---|---|---|---|---|
| Channel | Yes | Select | Email or WhatsApp | — | |
| Template | Yes (Email) | Select | Existing automation template or inline content | — | Required for Email |
| WhatsApp Account | Yes (WhatsApp) | Select | The WhatsApp Business account to send from | — | Required for WhatsApp |
| Template Name | Yes (WhatsApp) | Select | Approved Meta message template | — | Required for WhatsApp |
| Language | Yes (WhatsApp) | Select | Template language variant | — | Required for WhatsApp |
Step 3 — Recipients
Section titled “Step 3 — Recipients”Choose how recipients are resolved when the trigger fires.
| Strategy | Description |
|---|---|
| Business Partner Primary Email | Sends to the primary contact email of the linked business partner |
| Assigned Sales Representative | Sends to the sales rep assigned to the business partner |
| Fixed Email Address | Always sends to a specific static email address |
| Portal User List | Sends to a predefined list of portal users |
| Event Variable | Reads the recipient email from an enriched event variable |
Step 4 — Conditions (optional)
Section titled “Step 4 — Conditions (optional)”Add field-level conditions that must all be satisfied for the trigger to fire. If no conditions are added, the trigger fires for every matching event.
Step 5 — Details
Section titled “Step 5 — Details”| Field | Required | Type | Description | Default | Validation |
|---|---|---|---|---|---|
| Automation Name | Yes | Text | Display name for this trigger | — | Required |
| Active | No | Toggle | Whether the trigger fires immediately after creation | Off | — |
| Email Account | No | Select | Specific sender account; uses tenant default if blank | Tenant default | — |
| Send Delay | No | Number + Unit | Delay (minutes, hours, or days) between event and send | Immediate | — |
Click Create Automation to save. The trigger appears in the list.
Editing a Trigger
Section titled “Editing a Trigger”Click a trigger row or select Edit from the row action menu to open the full trigger form pre-filled with existing values.
Screenshot pending: Trigger edit form showing pre-filled details
All fields except the Trigger Event (Step 1) are editable after creation. The event is locked — to use a different event, create a new trigger.
The edit form also provides a Send Test button that lets you send a test message to a specified address or phone number to verify the template renders correctly.
Deleting a Trigger
Section titled “Deleting a Trigger”- Open row actions on the trigger and select Delete.
- A confirmation dialog displays the trigger name.
- Click Delete to confirm. The trigger is permanently removed and no further messages are sent.
Note: Active triggers that are deleted will stop firing immediately.
Import and Export
Section titled “Import and Export”Triggers can be exported to a JSON file and imported into another tenant or environment.
Exporting: Click Export, select the triggers to include, and download the JSON file.
Importing: Click Import, select one or more previously exported JSON files, and click Check for Duplicates. The import wizard shows which triggers already exist and lets you choose to overwrite or skip each one before importing.
- Messages sent by a trigger can be resent or retried from the Email Outbox detail panel. Resend issues a fresh dispatch (audit-linked to the original via
replayedFromLogId); Retry makes another delivery attempt against the existing log row.
Related Pages
Section titled “Related Pages”- Email Templates — create the email content used in automation triggers
- System Templates — customize platform-defined email templates
- Email Outbox — view the delivery history of all automation-triggered messages and resend or retry failed dispatches
- Email Settings — configure SMTP servers and email accounts
- WhatsApp Settings — configure WhatsApp Business accounts