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Workflow triggers

Last Update: Sep 2024 • Est. Read Time: 3 MIN
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Workflows are used to build automations based on an event related to Kustomer. Triggers are events that cause a workflow to run. You must define both a trigger app and an event as the first step in a workflow. This article lists the types of triggers that are available and provides details on when to use each one.

Who can access this feature?
User typesAdmins can access the workflow settings.


In this article

How to set a workflow trigger

To set a trigger, go to Settings > Platform > Worflows and create a new workflow. The first step in the editor

Set a trigger app

The trigger app will tell the workflow where to listen for an event. The triggers available to you will vary based on what apps you have installed in your Kustomer organization. Examples of available trigger apps are:

  • Kustomer
  • Chat
  • Postmark (email)
  • Hooks
  • Shopify
  • Twilio

Set a trigger event

Each trigger app has a set of trigger events that can kick off a workflow. For most workflows, you will be likely using Kustomer as the Trigger App.

Kustomer trigger events

Use these trigger events to automate tasks after an object has been created or updated. For example, you can build a workflow that runs every time a new conversation is created and assigns a tag based on the keywords of the conversation. The following objects have trigger events:

  • Conversation
  • Customer
  • Message
  • Note
  • Kobject

Chat trigger events

Use chat trigger events if you want to create a workflow that runs when a chat message is received or sent. For example, you may want to build a workflow that automatically assigns chat conversations to a specific chat team after a new chat message is received. Chat trigger events are:

  • Chat Message Received
  • Message Send

Postmark (email) trigger events

Kustomer uses Postmark to send and receive emails. The following events are able to trigger a workflow and can be used to create advanced workflows to thread emails based on your organization's needs.

  • Message Bounce
  • Message Open
  • Message Receive

Hook trigger events

Hook trigger events work a little differently in that you need to create a new hook before selecting it as a trigger event in a workflow. You can create email hooks, form hooks, and webhooks from within the workflow editor. Once the hook is created, you can select it from the "Trigger Event" drop-down. You can use hooks to receive data from third-party systems into Kustomer. For example, you could create a form hook that receives contact form submissions. When this form hook receives a submission, it could kick off a workflow that creates a new conversation with the contents of the submission.

Available trigger events

The triggers available to you will vary based on what apps you have installed in your Kustomer organization.

AppAvailable eventsExample use case
Facebook
  • Facebook Conversation Control Receive
  • Message Outbound Standby Receive
  • Message Receive
  • Comment Receive
  • Wallpost Receive
Use Comment Receive to run a workflow when you receive a new Facebook comment.
Gmail
  • Message Receive
Use to run a workflow when you receive a new Gmail message.
Instagram
  • Comment Receive
  • Message Receive
Use Comment Receive to run a workflow when you receive a new Instagram comment.
Shopify
  • Shopify Order Update
Use to run a workflow after a Shopify order has been updated in Shopify.
Twilio
  • Text Message Received
  • Text Message Status Updated
Use Text Message Received to run a workflow when you receive a new SMS.
WhatsApp
  • Message Receive
Use to run a workflow when you receive a new WhatsApp message.