Trigger conditions
Trigger conditions
# Alerts linked to customer property
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
New customer created: the alert is triggered when a new customer is created.
Customers' stage changed: the alert is triggered when a customer changes stage.
Customers' stage not changed: the alert is triggered when a customer stage has not changed for the past X days/weeks/months.
Customers' profile changed: the alert is triggered when a customer's healthscore profile changes.
Customers' renewal date arrives: this alert is triggered X days/weeks/months before a customer's contract renewal date. Reminder: For a tacitly renewable contract, the renewal date is calculated as the contract end date minus the notice period. For example, for a contract ending on 12/31 with a 3-month notice period, the renewal date would be 09/30.
Customers' agreement end date arrives: the alert is triggered X days/weeks/months before a customer's contract end date. It could also be X days/weeks/months after this date in case there is no new contract for this customer.
Customer's agreement first start date reached: the alert is triggered when the start date of the customer's first agreement is reached or passed.
Use case: target customers based on their subscription start date
This trigger is ideal for orchestrating actions based on when a customer first subscribed. For example, customers onboarded before the launch of a new platform version can be targeted with specific messages to help them get up to speed, while newer customers will have gone through an onboarding journey already tailored to the latest version.
Customer's CSM Pulse score changed : the alert is triggered when a CSM changes its CSM Pulse score on a customer.
Customer's CSM owner changed: the alert is triggered when a new account owner is assigned.
Customer became ghost: this alert is triggered when a customer becomes "ghost", i.e. none of its contact had any interaction with your company nor used your solution. By default, this parameter is set to 30 days without incoming interactions and 30 days without connection. These settings can be changed in Settings > General (opens new window).
Customer leave ghost: the alert is triggered when a customer reactivates, either through a recent interaction with your services, or by connecting to your solution.
Customer's tags added: the alert is triggered when one or more selected tags are added to a customer. This only concerns custom tags, excluding system tags. If a customer is created with tags already assigned, the alert will also be triggered, as the tags are considered added immediately after the customer is created.
Customer's MRR changed: the alert is triggered whenever a customer's MRR globally increases or decreases, or increases or decreases of more than X% or is greater or lower than X amount. Note: if the MRR is empty, the value is not equal to 0. Use the condition "value exists" in your filters accordingly.
Property name_of_your_custom_field changed: the alert is triggered when the selected custom field gets a defined value.
# Alerts linked to contact property
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- New contact created: the alert is triggered when a new contact is created.
- Contact's NPS changed : the alert is triggered when the NPS given by a contact is added for the first time or modified.
- Contact's tags added: the alert is triggered when one or more tags are added to a contact. This only concerns custom tags, excluding system tags.
- Contact's job title changed: the alert is triggered when a contact's job title changes.
# Alerts linked to healthscore
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- Healthscore entered danger zone: the alert is triggered when the health score drops from 4 or more to 3 or less (the score is now color-coded red).
- Healthscore left danger zone: the alert is triggered when the health score changes from 3 or less to 4 or more (the score is now color-coded yellow or green).
- Healthscore entered healthy zone: the alert is triggered when the health score changes from 6 or less to 7 or more (the score is now color-coded green).
- Healthscore left healthy zone: the alert is triggered when the health score drops from 7 or more to 6 or less (the score is now color-coded yellow or red).
- Healthscore changed: the alert is triggered when the health score changes. Trigger conditions can be refined in the advanced criteria.
# Alerts linked to interactions
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
New interaction created: the alert is triggered when a defined interaction is created, provided that its type (email, note, call, meet, ticket), direction (in or out) and status are defined
Interaction date arrived or reached: the alert is triggered X days/weeks/months after a defined interaction occurred.
Interaction's tags added: the alert is triggered when one or several defined tags are added to a defined interaction.
Interaction title modified: the alert is triggered when the title of an interaction is modified. You can specify a condition on the title: equal to, matches, contains, starts with, or ends with the string you enter in the associated field.
Use case: automatically detect QBRs and training sessions
This trigger is especially useful for identifying when a QBR or training session has taken place, and automatically adding the corresponding tag to the interaction. This is particularly valuable for users who rely on interaction goals: by tagging the right interactions automatically, goals are updated without any manual action.
No customer touch: the alert is triggered when you have no exchange with a single contact within an account (note: unanswered emails are not counted as a point of contact).
No contact touch: the alert is triggered when you have no exchange with a given contact (note: unanswered emails are not counted as a point of contact).
Average sentiment score evolution: the alert is triggered when the sentiment score globally increases or decreases, or increases or decreases of more than X% or is greater or lower than X, on a given timespan.
You can define the no-contact period directly in the trigger.
Tip
Advanced filters give you access to additional criteria. For example, you can filter the "No contact touch" trigger by using the Tags attached to the contact to specifically target your "Champions", for example.
When configuring a new interaction alert…
It is important to know that an alert which triggers when a user had no interaction for the past 15 days will not trigger on the 16th or 17th day without interaction: it sticks strictly to the defined number of days.
The same way, it will not trigger automatically on all customers with whom you haven't had interactions for more than 15 days. When activating the alert, make sure to apply it manually to those customers by filtering on Customer last touch + relative date + More than N days ago.
# Alerts linked to usages
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- No customer usage: the alert is triggered if none of a customer's contacts have ever used the tool for X days/weeks/months after the account was created.
- No contact usage: the alert is triggered if a contact has never used the tool X days/weeks/months after its creation.
- No customer usage since: the alert is triggered when a customer has not used the tool for a given amount of time, defined in the parameters.
- No contact usage since: the alert is triggered when a contact has not used the tool for a given period of time, defined in the parameters.
- New customer usage since: the alert is triggered when a customer uses the tool again after a defined period with no usage, this period is defined in the parameters.
- New contact usage since: the alert is triggered when a contact uses the tool again after a defined period with no usage, this period is defined in the parameters.
- First customer usage: the alert is triggered X days/weeks/months after a customer has used the product for the first time.
- First contact usage: the alert is triggered X days/weeks/months after a contact has used the product for the first time.
Tip
Usage-related triggers can be filtered by a specific functionality. Simply indicate its name in the "Targeted feature" field (copy the name from the feature list visible in the Product Adoption report). In the example below, the "No contact usage" trigger applies only to "FEATURE1" and "FEATURE2", which allows you to trigger an alert when defined users have not tried one of the important features of your product.
You can add multiple features by pressing Enter between each name. When several features are listed, an OR filter applies: the alert triggers as soon as any one of them matches.
When configuring a new usage alert…
It is important to know that an alert which triggers when a user has not used your product for the past 15 days will not trigger on the 16th or 17th day without usage: it sticks strictly to the defined number of days.
The same way, it will not trigger automatically on all customers who haven't used the product for more than 15 days. When activating the alert, make sure to apply it manually to those customers by filtering on Customer last activity + relative date + More than N days ago.
# Alerts linked to opportunities
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- New opportunity created: the alert is triggered as soon as a new opportunity is created on a given pipeline.
- Opportunity assigned to user: the alert is triggered when a new user is assigned to an opportunity from a defined pipeline, whether this is the first assignment or a modification.
- Opportunity won: the alert is triggered when an opportunity from a defined pipeline is won.
- Opportunity lost: the alert is triggered when an opportunity from a defined pipeline is lost.
- Opportunity's stage changed: the alert is triggered when the stage of an opportunity from a defined pipeline changes.
- Opportunity's stage not changed: the alert is triggered when the stage of an opportunity from a defined pipeline has not changed for the past X days/weeks/months.
- Opportunity close date arrives: the alert is triggered X hours/days/weeks before or after an opportunity's close date.
# Alerts linked to tasks
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- New task created: the alert is triggered as soon as a new task is created.
- Task assigned to user: the alert is triggered when a new user is assigned to the task, whether this is the first assignment or a modification.
- Task completed: the alert is triggered when a new task is completed.
- Task due date arrives: the alert is triggered X hours/days/weeks before or after a task's due date (note that when you create a task, you decide whether or not it is eligible for these reminders).
# Alerts linked to task projects
For each of the following triggers, don't forget to Show advanced filters to see all configuration possibilities.
- New tasks project created: the alert is triggered as soon as a new project is created.
- Tasks project completed: the alert is triggered when a project is completed.
- Tasks project due date arrives: the alert is triggered X hours/days/weeks before or after a project's due date (= the latest close date of all of its tasks).
# Alerts linked to Playbooks
- Playbook activation need user action: the alert is triggered when you need to perform a manual action on a Playbook in order to resume the Playbook: manual splits, manual validation steps, emails to check before sending them.