Triggers Overview

Objective

The purpose of this article is to provide an overview of the trigger experience to Outreach Admins. 

Applies To

• Outreach Admins

Procedure

Add a Trigger

1. Log in to Outreach as an Admin.
2. Click Administration.
3. Click Workflow automations > Triggers.
4. Click Add Trigger.
5. Fill out the following fields and logic
   • Trigger Name
   • Owner
   • Set Trigger event
     • Prospect
     • Account
     • Meeting
     • Call
     • Mailing
     • Opportunity
     • Sendoso
     • Drift
     • Intercom
     • Seismic
     • Vidyard
     • BombBomb
   • Event 
     • Updated
     • Created
     • Created or Updated
   • Define trigger action settings
     • Target
     • Frequency
6. Click Save.

Once the trigger conditions and actions are configured, additional prospect conditions can be added.

Time-based and team queue assignment triggers

These triggers enhance Outreach administrators ability to build automations around when automations take place in relation to an external event and who tasks created by triggers are assigned to.

Team Queue Assignment Triggers

Team queue assignment triggers simplify task distribution by allowing tasks from triggers to be assigned to a team and ensures a round robin distribution of task workload among team members when the trigger is executed.

While creating triggers, the users can now assign tasks to a team instead of individuals. This is particularly useful for roles managing large customer bases, where task distribution needs to be efficient and manageable.

When triggers execute, tasks are auto-assigned in a round-robin manner among the members of the assigned team. This ensures that no single team member is overloaded, promoting fairness and balance in workload distribution.

Example use case -

• Scenario: Account Health Monitoring - An organization monitors the health of accounts using a custom field "health," with values "Red," "Yellow," and "Green."
  • Trigger Conditions and Actions:
    • Branching Condition 1:
      • Condition: Account type is "Commercial" AND account health changes to "Red."
      • Action: Create a task and assign it to the "Commercial CSM" team.
    • Branching Condition 2:
      • Condition: Account type is "Micro" AND account health changes to "Red."
      • Action: Create a task and assign it to the "Micro CSM" team.
• Execution:
• The system detects that any commercial or micro account's health status has changed to red.
• Tasks are created to address the health status change.
• The tasks are assigned to the "Commercial CSM" team or "Micro CSM" team members as per the condition being met
• Within the team, the task is assigned to the next available team member in a round-robin manner.

Time-Based Triggers

Time-Based Triggers allow users to automate actions based on specific dates related to various entities such as prospects, accounts, opportunities, calls, meetings, emails, marketing communications, and renewal dates.

Users can access the existing trigger configuration settings within the platform's Admin interface. From there, they can specify the object events by selecting the “Scheduled” event type and specific date field in “Timing” of the trigger and the offset of before or after the event occurs. Then, define the action you want to automate.

Example use cases -

• Meeting Preparation: If an in-person meeting invite is created in the "Meeting" calendar, a "meet in person" task is automatically created for the prospect owner 2 days before the meeting start date, ensuring they are prepared for the meeting.
• Renewal Reminders: 90 days before a renewal date (9 months from opportunity close date), a calendar task is created for the customer success manager (CSM) to initiate a call with the customer, ensuring proactive engagement.
• Opportunity Engagement: If the "touched at" date for an opportunity exceeds 30 days, an "action item" task is created for the opportunity owner to keep the opportunity alive and maintain continuous engagement.