Triggers and actions library

The triggers and actions library holds the building blocks of every HLB workflow. A trigger is the event that starts a workflow. Actions are the steps that follow, such as sending a message, creating a task or updating a record. Filters on each trigger control when the workflow runs. Examples:

• Payment Received: captures incoming payments, including one-time purchases, subscription charges and invoices. Filter by source, product or transaction status to send confirmations or update records.
• Opportunity Changed: runs when any opportunity field changes, including owner, pipeline, value, status, tags, lost reason or custom fields. Use Has Changed to catch any change, or Has Changed To to catch a specific value, such as sending a discount follow-up when the lost reason is price.
• Call Details: runs based on call direction, status, phone number, number pool or a custom call disposition, for example to create a callback task after a missed incoming call.
• Conversation SLA: runs when a conversation becomes Due Soon or Overdue, or when its SLA is dismissed, so you can notify a user or reassign. An Avoid Repeated Triggers option limits it to once per conversation in 24 hours.
• LinkedIn lead form submitted: filter by ad account and form, and complete field mapping for the form so leads come in.
• Update Contact Field: set a contact field to a static or dynamic value, or clear a custom field.
• Log External Call: used with the Inbound Webhook trigger to record calls from a third-party calling tool, including recordings, in the contact's conversations.

To build a workflow, go to Automation, then Workflows, and create or open a workflow. Add a trigger, apply filters and add actions, then publish the workflow to turn it on.

Start workflows from social post status

Start a workflow when a social post needs approval, is scheduled, is published or fails to publish. For example, use it to notify your team. Filter the trigger by platform, post type, category, connected account and tags.

Repeat workflow steps for each list item

Use the Loop action to repeat steps for each item in a list or each number in a range. Create a task or opportunity for every requested service, then review the results for each iteration.

Add a WhatsApp typing indicator to workflows

Add a typing indicator before a WhatsApp reply step so customers can see when their message is being handled. It marks the incoming message as read and clears when the reply arrives or after up to 25 seconds, so use it only where a reply is expected.