Quickstart: Triggers

Before you start

• You should already have campaigns and trigger actions created before building triggers
• You need to be an Admin or have the Campaign Triggers feature permission to create and edit triggers.

Step-by-step

1. Understand Triggers & Trigger Actions

A Trigger in Outbound is an automation rule that runs when a lead meets certain conditions, and then performs a predefined action.
It’s always two parts: the trigger (conditions) + the trigger action (what happens).

• A Campaign Trigger watches for certain conditions or lead interactions (e.g., status changes, field values)
• A Trigger Action defines what happens when the trigger conditions are met
• Actions include:
• • Clone the lead to another campaign
  • Send an email
  • Send an SMS
  • Make an HTTP request to an external system (e.g., CRM)
  • Modify lead status, owner, data fields, or schedule a redial

2. Create Trigger Actions (Prerequisite)

• Go to the Campaigns > Campaign Triggers
• Go to Manage Trigger Actions to create actions like:
• • Clone Lead — duplicate a lead to another campaign with custom settings
  • Send Email — send automated emails using templates
  • Send SMS — send automated SMS messages
  • Make HTTP Request — call external APIs (e.g., CRM integration)
  • Modify Lead — update lead data fields, change status, set redials
• Save each action with a descriptive name.

3. Create a New Campaign Trigger

1. Click New on the Campaign Triggers page.
2. Enter:
3. • Trigger name — easy to identify in lists
   • Campaign(s) — select one or more campaigns this trigger should apply to
   • Is active — toggle on if you want it to start working immediately
   • Lead release type — choose the type of lead status event the trigger watches for (e.g., closed after max attempts)
   • Lead status — pick which lead statuses this trigger should run on
   • Conditions — specify data fields/values required for the trigger to activate (e.g., City = Copenhagen)
   • Trigger action — link the action you created earlier
3. Save to activate the trigger.

👉 A trigger must be linked to one trigger action to work!

👉 Multiple triggers can use the same action if needed.

👉 Triggers can also be cloned and reused across multiple campaigns for consistency!

Check it’s working

• After saving, the trigger should appear in the triggers list with Active status
• Perform the lead interaction you configured (e.g., update a field, clone)
• Confirm the specified action runs (e.g., leads get cloned, emails are sent, status updates apply).

Troubleshooting essentials

• Trigger doesn’t run? Check if:
• • The trigger is active
  • Conditions are correctly specified (field names + values)
  • The linked action exists and is configured properly
• The trigger fires but action fails? Review the trigger action settings (email template, HTTP URL, SMS template, redial type)
• Triggers run too often? Refine conditions to be more specific.

Send email and SMS with Triggers

To send email and SMS automatically, create a merge field in the To field that will take the lead's email address or phone number.

Here is the formula: {lead.data field name}

Replace 'data field name' with the name of the phone number or email address field in the Campaign Template. Use a period as a separator.

Inspiration 💡

Here are three proven Trigger setups that save time and boost follow‑ups.

Click an image to enlarge!

• Auto‑SMS after no answer (max attempts)
  Lead release type = “Closed Lead after Max. Call Attempts” → Action = Send SMS (use your SMS template and a merge field for the mobile). Great for a polite “Sorry we missed you—call/book here” nudge.

Instant meeting email on success
Lead status = Success (optionally add condition “Meeting booked? = Yes”) → Action = Send Email using your “Meeting invite” template (can attach the calendar invite). Ensures customers get details immediately.

• Post‑sale check‑in via clone
  Lead status = Success → Action = Clone Lead to a “Check‑up” campaign; set clone status/priority, include result data, and add a redial (e.g., in 60 days). Keeps retention tasks automatic and owned.