Overview of triggers

A trigger is a resource within Genesys Cloud that allows customers to configure a reaction to specific events that happen within Genesys Cloud. The actions are workflows that you can create via Architect. For more information about how to create workflows, see About Architect in the Genesys Cloud Resource Center.

A trigger includes three main components:

  • Topic name: The topic or the event for which you want to invoke an action.
  • Workflow target: The action to take on the matching events.
  • Conditions: The criteria that must be met for an event to be acted on.

Topic name

The following list is an example of some of the notification topics that are available when you create triggers in Genesys Cloud. New topics update regularly and the topics can vary, depending on your organization.

  • v2.users.{id}.activity
  • v2.detail.events.conversation.{id}.acd.end
  • v2.detail.events.conversation.{id}.acd.start
  • v2.detail.events.conversation.{id}.acw
  • v2.detail.events.conversation.{id}.wrapup
  • v2.detail.events.conversation.{id}.attributes
  • v2.detail.events.conversation.{id}.customer.end
  • v2.detail.events.conversation.{id}.customer.start
  • v2.detail.events.conversation.{id}.outbound
  • v2.detail.events.conversation.{id}.user.end
  • v2.detail.events.conversation.{id}.user.start
  • v2.detail.events.conversation.{id}.voicemail.end
  • v2.detail.events.conversation.{id}.voicemail.start
  • v2.outbound.email.campaigns.contact.preContact
  • v2.outbound.email.campaigns.contact.postContact
  • v2.outbound.messaging.campaigns.contact.preContact
  • v2.outbound.messaging.campaigns.contact.postContact
  • v2.quality.evaluations
  • v2.operations.events.{id}
  • v2.detail.events.collaboratechat.adhoc.{id}.messages
  • v2.detail.events.collaboratechat.group.{id}.messages
  • v2.workforcemanagement.managementunits.{id}.adherence
  • v2.workforcemanagement.teams.{id}.adherence
  • v2.users.{id}.workforcemanagement.adherence
  • v2.users.{id}.workforcemanagement.schedules
  • v2.users.{id}.workforcemanagement.notifications
  • v2.users.{id}.workforcemanagement.timeoffrequests
  • v2.users.{id}.integrationpresence

When you select the topic in the trigger view, the event schema of the topic displays for reference. You can obtain a list of topics available to your organization by fetching with a GET request. For more information, see Process Automation APIs and Available topics.

Workflow target

Triggers support the Architect workflow flow type. Administrators create workflows in Architect. In the trigger view, you can only select active and published workflows as the workflow target. The data format in which the input parameters are sent to the workflow can be top-level primitive fields or JSON.

  • The top-level primitives such as, strings, enums, numbers, and Boolean are sent to the workflow.
  • For JSON data format, the entire event is sent to the workflow as a JSON object. The workflow must be configured to have an input variable named jsonData of type JSON.
Note: Workflow attributes in Architect are case-sensitive. When you reference an attribute in the workflow, ensure to use the exact letter case as it appears in the event schema.

For more information about workflows, see Work with workflows.

Conditions

Conditions are the list of criteria under which the trigger invokes the workflow target. The condition expression includes three parts:

  • JSON Path: Defines the part of the event to compare. Express the condition using JSONPath, the language used to traverse and parse JSON documents to find specific elements. You can also use the Jayway JsonPath Evaluator or the JSONPath test utility tool to check the response for your JSON payload and JSONPath statements.
  • Operator: Defines the comparison type used to compare the JSON Path output with the value. String comparisons are case-sensitive. In the trigger view, to see a description on the operator list, click View help on filter operators.
  • Value: User-defined value or values for the operations that take a single value or list of values. The input value can be string, number, or Boolean values. Depending on the selection of the operator, the input type of the value changes accordingly. The input type of the value ensures the accuracy of the comparison.
    Operator Input type
    GreaterThanOrEqual Number
    LessThanOrEqual Number
    Equal

    Object
    NotEqual

    Object
    LessThan

    Number
    GreaterThan

    Number
    In

    Array of objects
    NotIn

    Array of objects
    Contains

    Object
    All

    Array of Object
    Exists

    Boolean
    Size

    Number
    Note: A trigger can have up to 10 conditions, all of which must be met to initiate the workflow. To invoke a workflow when any of the several conditions are true (OR logic), you must create multiple triggers, each with its own set of conditions.

Timing configuration

When a trigger invokes a workflow, the workflow begins instantly or according to a configured time delay. You can also configure Time to Live (TTL) for a trigger such that the workflow will not execute after the configured time. For example, if there is a delay in trigger processing for a status change workflow, then it is not relevant to execute the workflow after the set time.

Next, learn how to create a trigger.