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

This list includes some of the notification topics that are available when you create triggers in Genesys Cloud. The list of topics updates regularly with new topics.

  • v2.users.{id}.activity
  • v2.inegrations.inbound.webhook.{id}.invocation
  • 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.quality.evaluations
  • v2.taskmanagement.workitems.{id}
  • v2.users.{id}.workforcemanagement.timeoffrequests

When you select the topic in the trigger view, the event schema of the topic displays for reference.

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 are top-level primitive fields, such as strings, enums, numbers, and Boolean. 

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 to use 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

Next, learn how to create a trigger.