The CRM Status Triggers enable you to manage the flow of your leads more efficiently by automatically performing different kinds of tasks which are based on a status change or a status age.
For example, you can have the following tasks performed automatically whenever a status is changed or a specific time threshold is passed:
- Notify a User of the Status Change
- Send an email to a lead/merchant
- Change a Status
- Assign users to a lead
- Unassign users from a lead
- Disable a user linked to a lead
We recommend that you use this worksheet in order to plan the activities that you wish to use status triggers for, prior to adding them in the CRM.
For your convenience, the worksheet includes two examples of status triggers that are based on status change and status age.
Setting Up the Status Age Trigger
To set up a new Status Age trigger, follow these steps:
1. Navigate to Manage > Administration > Leads > Status States & Triggers, and click Add/Remove States in the appropriate status category:
2. Each status category can include multiple statuses. To set up a trigger for a particular status, click the Configure Status Triggers button on that status:
3. The Manage Status Triggers page now opens up, with the Trigger on Status Age tab selected by default:
4. Click the Add New Trigger button and the options for the new trigger will be shown.
Select the actions that should be executed and the Age Threshold in days, hours, or minutes.
Optionally select the "Count Business Days Only" checkbox in order to avoid having triggers execute on weekends.
When finished click Add and your new trigger will be saved:
To edit a saved Status Trigger later click on the pencil icon on that trigger:
The trigger’s settings are now shown in a popup where you can edit them and save your new changes:
Status Age Trigger Actions
Below are the descriptions of each action that can be triggered when a lead stays in a specific status for a pre-determined period of time.
User Notification—Sends an email to a selected user or user class assigned to the lead:
Notification By Field—Sends an email to an address saved in the selected lead email field.
Change Status—Changes the lead's current status to a new selected status.
Assign Users—Assigns selected users to the lead that activated the current trigger. You can assign users to every lead that activates the trigger, use the round-robin assignment method (which ensures users are assigned to leads proportionately from a pool of set users), or both.
Users that were unassigned from a lead by a certain status will not be reassigned to the same lead by the same status even if the status is used multiple times on the lead or a status age trigger is used to assign a new user. This helps ensure that if you need to move the lead to a new user, they won't be removed and added back to it by a status trigger that's assigning and unassigning from the same list of users.
Unassign Users—Unassigns users in the selected user class(es) from the Lead after meeting the age threshold:
Disable User—Disables the user that corresponds to the lead.
Set Sender From Email—This option is used to select an email from which the notifications will be sent when the trigger is activated.
You can choose from one of three options:
- Acting User: Select this option to have the notification sent from the user who changed the lead's status last. If the status was not changed by a user, then the notification is sent using the Group's default sender.
- Select User: Select from one of the existing CRM users. The notifications will be sent from this user always.
- Set Custom Sender: Enter a custom email address which is not registered to any user in the CRM. The notifications will be sent from this email address always.
Status Trigger Email Templates
When you're creating an email template to be used in conjuction with the Status Triggers, you can insert the following placeholders in the template to populate in the email (including any custom fields on your lead):
- Current status name: {%new_status_name%}
- Full status name: {%lead_statusandgroup_name%}
- Time in status: {%status_age%}
- Campaign: {%lead_campaign_name%}
- Source: {%lead_source_name%}
- List of Assigned Users: {%lead_assigned_users%}
- Latest note: {%lead_notes_1%}
- Upcoming Task:{%upcoming_lead_task%}
- Upcoming Appt:{%upcoming_lead_appointment%}
- Group Internal Name: {%group_internal_name%}
- Group Display Name{%group_display_name%}
- Group Tech Supp #: {%group_tech_support_phone%}
- Cust Serv #: {%group_customer_service_phone%}
- Group URL: {%group_site_url%}
- Group Logo: {%group_logo%}
- Group Email: {%group_contact_email%}
- Group Fax: {%group_contact_fax%}
- Latest note: {%lead_notes_1%}
- Upcoming Task:{%upcoming_lead_task%}
- Upcoming Appt:{%upcoming_lead_appointment%}
Setting Up the Status Change Trigger
To set up a Status Change trigger open the Trigger on Status Change tab and follow the same procedure as with the Status Age trigger:
Note that the Change Status action is not available for the Statue Change trigger.
Unassign Users—Unassigns the user from the selected user classes:
