> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/platform/triggers.md). # Triggers Set up complex workflows and automations to execute your business processes ## Setup Go to **Settings > Workflows > Triggers** to start creating triggers. Triggers are always organized into a group to help your team stay organized. Click **Create > Create Trigger** to pick from premade templates or start from scratch. Every trigger has three parts: 1. **When** — the kickoff event that starts the trigger. 2. **If** — optional conditions the object must meet, plus optional time delays. 3. **Then** — the actions to take. ### Kickoffs A kickoff is the event that starts a trigger. Pick one in the **When** card, and use **Add another trigger event** to start the same trigger from more than one event. All kickoffs on a trigger must belong to the same object (for example, all issue events).
{% hint style="info" %} Every ticket starts as an issue, so a trigger that uses both **New issue created** and **Issue turned into ticket** runs twice for new tickets. {% endhint %} #### Issues | Kickoff | When it fires | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | | New issue created | A new issue is created. | | Issue turned into ticket | An issue becomes a ticket. | | Issue has a new message | A message or internal note is added. Filter by sender (customer, your team, or anyone) and message type, and optionally skip the first message on the issue. | | Issue status changed | The issue moves to a new status. Optionally limit to specific statuses. | | Issue assigned | The assignee changes. | | Issue team set | The issue's team changes. | | Issue account changed | The issue is moved to a different account. | | Issue tags changed | Tags are added to or removed from the issue. | | Issue custom field changed | A selected issue field changes. | | Issue unsnoozed | A snoozed issue wakes up. | | Issue reaction added | A reaction is added to any message on the issue. Optionally limit to specific reactions and who added them. | | Slack internal thread created | An [internal thread](/pylon-docs/support-workflows/issues/internal-threads.md) is posted to a Slack channel. Optionally limit to a channel. | | Issue product ticket status changed | A linked Jira, Linear, GitHub, Asana, or Shortcut ticket changes status. | | CSAT survey completed | A customer responds to a [CSAT survey](/pylon-docs/support-workflows/csat.md). | | Email not delivered | An email sent on the issue bounces or can't be delivered. | | Message redacted | A message on the issue is redacted. Available on select plans. | | Issue has a new voice call | An inbound or outbound call is added to the issue. Requires [Phone](/pylon-docs/support-workflows/phone-support.md). | #### SLAs See [SLAs](/pylon-docs/support-workflows/slas-and-timers.md) for how each SLA type is measured. | Kickoff | When it fires | | ------------------------------------------------------------------------- | ----------------------------------------------------- | | Issue SLA changed | An SLA is applied to the issue or its SLA changes. | | Issue SLA breached | Any issue SLA breaches. | | Issue first response SLA breached | The first response SLA breaches. | | Issue next response SLA breached | The next response SLA breaches. | | Issue follow-up SLA breached | The follow-up SLA breaches. | | Issue resolution SLA breached | The resolution SLA breaches. | | Team SLA changed | A team SLA is applied or changes. Requires team SLAs. | | Team SLA breached | Any team SLA breaches. Requires team SLAs. | | Team first response / next response / follow-up / resolution SLA breached | That team SLA breaches. Requires team SLAs. | On SLA breach kickoffs, click **Front-delay** to fire the trigger a set amount of time *before* the breach instead of at it — for example, to warn the assignee 30 minutes ahead. Check **Count only support hours** to count only time inside your [support hours](/pylon-docs/support-workflows/support-hours.md). #### Accounts and contacts | Kickoff | When it fires | | ---------------------------- | ----------------------------------------------------------------------- | | New account created | A new account is created. | | Account owner changed | The account owner changes. | | Account tags changed | Tags are added to or removed from the account. | | Account custom field changed | A selected account field changes. | | New contact created | A new contact is created. | | Contact custom field changed | A selected contact field changes. | | NPS survey completed | A contact responds to an NPS [survey](/pylon-docs/platform/surveys.md). | #### Tasks and projects See [Tasks & Projects](/pylon-docs/account-intelligence/tasks-and-projects.md). | Kickoff | When it fires | | ---------------------------------- | --------------------------------------- | | New task created | A new task is created. | | Task status changed | The task moves to a new status. | | Task has a new comment | A comment is added to the task. | | Task custom field changed | A selected task field changes. | | Task product ticket status changed | A linked product ticket changes status. | | New project created | A new project is created. | | Project status changed | The project moves to a new status. | | Project owner changed | The project owner changes. | | Project custom field changed | A selected project field changes. | | Milestone completed | A milestone in a project is completed. | #### Feature requests Requires [Feature Requests](/pylon-docs/product-intelligence/feature-requests.md), available on select plans. | Kickoff | When it fires | | --------------------------------------------- | ------------------------------------------ | | Feature request created | A new feature request is created. | | Feature request status changed | The feature request moves to a new status. | | Feature request custom field changed | A selected feature request field changes. | | Feature request product ticket status changed | A linked product ticket changes status. | #### Meetings and opportunities | Kickoff | When it fires | | -------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- | | New meeting created | A meeting is added from a connected [calendar](/pylon-docs/integrations/calendar.md) or [call recorder](/pylon-docs/integrations/call-recording.md). | | Meeting occurred | A meeting has ended. | | Meeting transcript ingested | A call recording transcript is added to the meeting. | | Meeting custom field changed | A selected meeting field changes. | | New opportunity created | A new opportunity is created in Pylon or synced from your [CRM](/pylon-docs/integrations/crm.md). | | Opportunity custom field changed | A selected opportunity field changes. | #### Knowledge base | Kickoff | When it fires | | ----------------- | --------------------------------------------------------------------------------------------------- | | Article published | A knowledge base article is published, including when you publish an update to an existing article. | #### Custom objects If your workspace uses [custom objects](/pylon-docs/platform/custom-objects.md), each object type adds two kickoffs: **New \[object] created** and **\[Object] custom field changed**. #### Team and calendar | Kickoff | When it fires | | ------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | | User status changed | A teammate's [status](/pylon-docs/support-workflows/assignment-rules/user-status.md) changes (for example, Active to Out of Office). | | New out of office event created | An out of office event is added to a teammate's connected [calendar](/pylon-docs/integrations/calendar.md). | | Out of office gap detected | Out of office events leave a team with no one available during part of its support hours. | #### Other | Kickoff | When it fires | | ------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Recurring schedule | Runs on a schedule (every N days, weeks, or months, or every weekday) and checks every matching account, contact, issue, or task. Choose whether it acts every time, or only the first time an object matches and then again after a waiting period or once the object stops and starts matching. | | Anomaly detected | Pylon detects an [anomaly](/pylon-docs/support-workflows/issues/anomaly-detection.md) in your issues. Requires the AI Assistants plan. | | Email blocked | Email from an address is blocked for the first time. | | Email suppressed | An email can't be sent because the recipient's address is suppressed or inactive. | | Phone call comes in | A call reaches one of your support numbers. Set this up from your phone number's call flow, not from the Triggers page. Requires [Phone](/pylon-docs/support-workflows/phone-support.md). | ### Conditions Conditions narrow down which objects a trigger acts on. Each flow has an **If** card where you can **Condition by field** (any default or custom field on the object, combined with AND, or OR using **+ Add filter group**) or **Condition by AI prompt**. Flows are checked top to bottom (**If**, then **Else if**), and only the first flow that matches runs. Add a **Time delay** step to wait, in wall-clock time or support hours, before continuing. See [Conditions](/pylon-docs/platform/triggers/conditions.md) for how flows and time delays are evaluated, and what each condition field means, including **Issue Direction** and **Member of Team**. ### Actions Pick one or more actions to run, in order, when the conditions are met. The action list only shows actions that work with your kickoff's object. Type `{` in message fields to insert template variables such as the issue title or account name. See [Template variables](/pylon-docs/platform/triggers/template-variables.md) for every variable, its syntax, and how values are formatted.

An action sequence of assigning an issue to the support team and DMing the assignee a message.

#### Update issues | Action | What it does | Notes | | ------------------------------ | ------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- | | Set issue status | Moves the issue to a status. | | | Set issue assignee | Assigns the issue to a user. | See [unavailable users](/pylon-docs/platform/triggers/conditions.md#assigning-to-unavailable-users). | | Set issue team | Assigns the issue to a team. | | | Set issue requester | Changes the issue's requester. | | | Set issue tags | Adds or removes issue tags. | | | Set issue SLA | Applies an SLA policy. | | | Set customer portal visibility | Shows or hides the issue in the [customer portal](/pylon-docs/customer-portal/overview.md). | | | Add issue follower | Adds a user, the account owner, or a user from a custom field as a follower. | | | Remove issue follower | Removes a follower the same way. | | | Delete issue | Deletes the issue. | | | Mark issue as spam | Marks the issue as spam. | Only when the trigger filters for **Issue Source is Email**. | | Set team SLA | Applies a team SLA. | Requires team SLAs. Added through SLA templates. | #### Update other objects | Action | What it does | Notes | | -------------------------- | ---------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------- | | Set custom field value | Sets a field on the trigger's object. | Most objects. | | Set account owner | Changes the account owner. | Account, task, and project triggers. | | Set account tags | Adds or removes account tags. | Account, task, and project triggers. | | Set customer portal role | Sets a contact's portal role. | Contact triggers. | | Bulk update contacts | Sets the portal role for every contact on the account. | Account, task, and project triggers. | | Set task status | Moves the task to a status. | Task triggers. | | Set task assignee | Assigns the task. | Task triggers. | | Set feature request status | Moves the feature request to a status. | Feature request triggers. | | Set article tags | Adds or removes article tags. | Article published trigger. | | Create new task | Creates a task. | Most objects. | | Create new project | Creates a project from a [project template](/pylon-docs/account-intelligence/tasks-and-projects/project-templates.md). | Issue, account, task, project, and meeting triggers. | #### Reply to customers | Action | What it does | Notes | | ------------------------------------- | ------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------- | | Send issue message | Replies in the customer thread or adds an internal note, as the assignee, a specific user, or the bot. | Issue triggers. | | Send message to account Slack channel | Posts a message in the account's shared channel. | Account, task, project, and meeting triggers. | | Send message to account contacts | Emails the account's contacts. | Account, task, project, and meeting triggers. | | Send survey | Sends a [CSAT survey](/pylon-docs/support-workflows/csat.md) on the issue. | Issue triggers. | | Broadcast survey | Sends a [survey](/pylon-docs/platform/surveys.md) to an account's contacts. | Account, task, and project triggers. | | Send form | Sends a [ticket form](/pylon-docs/support-workflows/ticket-forms.md) in the conversation. | Only when the trigger filters for a Slack or Microsoft Teams issue source. | | Forward issue to email | Forwards the issue to an email address. | Only when the trigger filters for **Issue Source is Email** or **Form**. | | Add Slack reaction | Adds an emoji reaction to the customer's message. | Requires Slack. Only when the trigger filters for a Slack or Chat Widget issue source. | #### Notify your team | Action | What it does | Notes | | ----------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------- | | Send Slack notification | Posts to a Slack channel or DMs the assignee or account owner. | Requires Slack. Available on nearly every kickoff. | | Send email notification | Emails users or teams. | Available on nearly every kickoff. | | Create internal thread | Opens an [internal thread](/pylon-docs/support-workflows/issues/internal-threads.md) for the issue in a Slack channel. | Issue triggers. | | Invite | Invites users or a team to the account's Slack channel. | Account, task, and project triggers. | | Alert on issue | Pages through [PagerDuty](/pylon-docs/integrations/alerting/pagerduty.md), [Opsgenie](/pylon-docs/integrations/alerting/opsgenie.md), incident.io, or Rootly. | Issue triggers. Requires the alerting integration. | #### Integrations | Action | What it does | Notes | | ------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------- | | Send webhook | Sends a request to an [outbound webhook](/pylon-docs/developer/webhooks.md) with a JSON payload built from [template variables](/pylon-docs/platform/triggers/template-variables.md#webhook-payloads). | Available on nearly every kickoff. | #### Phone Available on **Phone call comes in** triggers. Requires [Phone](/pylon-docs/support-workflows/phone-support.md). | Action | What it does | | ------------------ | ------------------------------------------------------ | | Start IVR | Plays a menu and branches on the caller's choice. | | Route call | Rings a team or users, via round robin or all at once. | | Play audio message | Plays text-to-speech or an audio file. | | Send to voicemail | Sends the caller to voicemail. | | End call | Hangs up. | #### Control flow | Action | What it does | | -------------- | ------------------------------------------------------------------------------------------------------------------- | | Take no action | Does nothing. Use it as the only action in a guard flow to stop later flows from running without changing anything. | *** ### Organization Triggers are executed in order from top to bottom for a given kickoff event, and later triggers won't re-trigger earlier ones. Use **Create > Create Group** to separate triggers into groups for easier management, and drag triggers to reorder them.
### Recipes Select from many pre-built templates of common automations.
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