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).

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.

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 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.
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.

SLAs

See SLAs 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.

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.

Tasks and projects

See Tasks & Projects.

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, 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 or call recorder.
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.
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, 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 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.
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 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.

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 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 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.
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.
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.	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. Enable Suppress link previews to turn off link and media previews in Slack messages.	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 on the issue.	Issue triggers.
Broadcast survey	Sends a survey to an account's contacts.	Account, task, and project triggers.
Send form	Sends a ticket form 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 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, Opsgenie, 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 with a JSON payload built from template variables.	Available on nearly every kickoff.

Phone

Available on Phone call comes in triggers. Requires Phone.

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.

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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.