Anatomy of a trigger
- Owners: which reps’ contacts this trigger covers. A trigger can serve the whole team or one rep.
- Conditions: field-based rules, grouped with AND/OR. “Possibility is Quote sent” is the classic, but any registry field works: postcode starts with 6, budget above X, homeowner is Yes.
- Message actions: one or more sends, each with its own channel (WhatsApp, email or call), delay, and send window. A single trigger can call immediately AND queue a WhatsApp for two days later.
- CRM writes: what to set when the trigger fires or when a call ends. This is how chains form: the call action’s “on failure set possibility to No answer” is what arms the no-answer follow-up trigger.
Send windows
Each WhatsApp action picks when it is allowed to fire: Business hours holds until the owner’s working hours, Anytime sends immediately, Off-hours only deliberately waits for the evening. Calls always clamp to the calling agent’s hours; emails send any time.Once per contact
A trigger fires once per contact, ever. A contact bouncing back into the same state does not get the same message twice. Editing a trigger resets this, so your corrected version reaches the audience again; still-queued sends from the old version are cancelled at the same time.Call-outcome triggers re-arm after 30 days of silence, so a lead who re-engages months later gets the retry chain again instead of being permanently used up.