A Guide to Play Triggers

What are Triggers?

A trigger is an event or combination of events  that  can be  configured to automatically launch a play.  

Triggers can be set up once and fired whenever the triggering event occurs. Triggers allow you to specify the exact conditions under which you can take action steps to manage your account.

Types of Triggers

There are different types of triggers that can be setup in UserIQ.   These include:

• Engagements

• Announcements/Info Bars

• Surveys

• Health Scores

• Pulse

• Last Activity

• Last Communication

• Custom/recommended fields

Scope of Triggers

Triggers can be account scope or user scope. Account scope means that a trigger can be set up to apply to only a set of accounts. User scope means that a trigger can be set up to apply only to a  set of users. In some  cases you can even set up a trigger for a set of accounts but based on an individual user field as well.

Users can also reduce the scope of the trigger by applying a filter to the play.  When a play filter is applied, the trigger conditions will be delimited by the filter.  For more on play filters, see this document.

How to create a Trigger

In order to launch a play, a trigger must be included.   To create a trigger you first need to click the trigger card on a new play.

The trigger sidebar will show “Account Trigger” or “User Trigger” based on the type of filter chosen for the play.

The trigger sidebar will open and you can click on the Add Trigger link

Start typing in the trigger  input box to see the options available.

Once there is a trigger event selected, UserIQ is pre populated with the relevant trigger details. The user can change the selection and also change the values.

 

Multiple triggers can be created  for a single play, however each trigger will be evaluated as an OR condition.  This means the trigger will fire if any one of the trigger conditions are met.

Once the trigger is selected, then the  trigger card will be updated with the details of the trigger just created.

Trigger Launch Options

Once a play trigger is created the system needs to determine how the trigger will be launched. This is handled under the launch options section of the play setup.

Launch options include:

• Every time

• Only once

• Once per [number of days, weeks or months]

• Only if no other instance of this play is running

Everytime – this means that whenever the events in the trigger occurs, then the  play will be launched

Only once – this means that the play will be launched only the first time the trigger event occurs. Subsequent occurrences of the trigger events will not cause the play to be launched.

Only once per [number of days, weeks or months] –  this means that the play will be launched if the trigger events occur only within the specified time frame.  For example: Once every 7 days or once every 2 weeks or once every month.

Only if no other instance of this play is running – this means the play will be launched  only if there isn’t another instance of the same play running.  For more on play instances read this.

Viewing Trigger Details

The details for any play can be seen when viewing the play steps. To access the play steps, select the play  and click on the steps tab. The details of the play will be displayed in natural language on the play triggers card.

The trigger details will also show on the trigger sidebar. This will be displayed in natural language and will be read only. The launch options will also show in read-only format.

To make changes to the trigger or launch options, the play will have to be edited.

 

Viewing Triggers for Plays in Motion

Once the play is launched and is currently in motion. The system will display a read only version of the trigger rule complete with the exact names of the accounts, users, dates, scores or field values that occurred to cause the trigger to fire.

The date the trigger was fired will always show below the trigger statement showing the exact event that occurred to fire the trigger.

An example of a trigger display when the displayed for a in motion play are shown below:

 

Editing Play Triggers

The user will be able to edit a play trigger by selecting edit play from the play library screen or from the play steps tab.

Once you click edit play, then you can change the options in the play trigger and save the play.

Changing the play trigger options will create a new version of the play. Plays that are already in motion will continue to run  using the original triggers, however, any subsequent plays will run with the new version. For more on play versions see this document.