Workflows are added to and executed from a variety of different triggers. Triggers are different types of events that occur in Gnatta. This article lists each available trigger, its function, and the workflow context that’s available on that trigger.
Non-Interaction Message Received Trigger: This event is fired when a customer contacts for the first time on a new channel/ account.
Context Available: Echo, Interaction (after creating one), and Conversation (after creating one).
Interaction Message Received Trigger: This event is fired when a customer contacts again on a channel/ account and already has an existing interaction that has been in a queue.
Context Available: Echo, Conversation, and Interaction.
Interaction Message Sent Trigger: This event is fired when a message is sent on an interaction.
Context Available: Echo, Conversation, and Interaction.
Interaction Queue Changed Trigger: This event is fired when an interaction is moved from one Queue to another.
Context Available: Conversation and Interaction.
Interaction Closed Trigger: This event is triggered when an interaction is placed into a closed state (removed from a user’s radar and closed off the queue).
Context Available: Interaction.
User State Changed Trigger: This event is triggered when a user changes their state to Online, Away, Busy, or when they log out of Gnatta.
Context Available: User State.
Interaction Assigned Trigger: This event is fired when an Interaction is either assigned or unassigned from a user in Gnatta.
Context Available: Interaction.
Interaction Dynamic Data Updated Trigger: This event is fired when dynamic data on an Interaction is updated for example option fields, text fields, and statuses.
Context Available: Conversation and Interaction.
WebChat Initiating: This event is triggered when a customer starts a WebChat conversation.
Context Available: Conversation, and Interaction.
WebChat Conversation Closed: This event is triggered when either the customer or advisor ends a WebChat conversation.
Context Available: Conversation and Interaction.
WebChat Fallback: This is event is fired when you have fallback enabled, WebChat is unavailable and a customer completes the form to be contacted back.
Context Available: Conversation and Interaction.
Voice Call Ended: This is event is triggered when either a customer or user finishes a voice call.
Context Available: Conversation and Interaction.
Voice Call Started: This event is triggered when a customer makes a call to a number in Gnatta.
Context Available: Conversation and Interaction.
Post Chat Survey: This event fires when a customer completes the form on your configured post-chat survey.
Context Available: Conversation and Interaction.
Interaction Note Created: This event is triggered when a user adds a note to an interaction.
Context Available: Interaction
Conversation Manually Created: This is event is executed when a user creates a new conversation on an existing interaction.
Context Available: Conversation and Interaction.
Automated Conversation Control Received: This event is triggered when using the Facebook Handover Protocol and the control of the conversation has been passed over from the bot to Gnatta.
Context Available: Conversation and Interaction.