The CRM Status Triggers allow you to automatically initiate selected CRM actions when a lead's status changes or when the lead remains in a specific status for a defined period of time.
For example, you can have the following actions initiate 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 the lead's status
- Assign or unassign users
- Send an e-signature document to the lead
We recommend that you use this worksheet to plan the activities that you wish to use status triggers for, prior to adding them in the CRM.
For convenience, the worksheet includes two examples of status triggers that are based on status change and status age.
Adding a Status Age Trigger
To add a new Status Age trigger, follow these steps:
1. Navigate to Manage > Leads > Status States & Triggers, and click Add/Remove States on the appropriate status category:
2. A status category may contain multiple statuses. Click the Configure Status Triggers button on the status that you wish to update:
3. The Manage Status Triggers page opens, with the Trigger on Status Age and Trigger on Status Change tabs:
4. Click the Add New Trigger button on the Trigger on Status Age tab to select the actions that you would like to trigger, including the Age Threshold for when those actions will be triggered (set in days, hours, or minutes):
Note: Select the "Count Business Days Only" checkbox if you wish to avoid triggering the actions on weekends.
When you're done, click Add to save your trigger. The saved triggers now appear in the lower half of the page.
To edit a saved trigger click on the pencil icon on that trigger:
The trigger’s settings are now shown in a popup window where you can edit them:
Adding a Status Change Trigger
To add a Status Change trigger, follow the same steps as with the Status Age trigger, but start from the Trigger on Status Change tab:
The Trigger on Status Change tab show a few additional actions that are not available on the Trigger on Status Age tab (including 'Auto Board to TSYS FSP TurboApp', 'Set Date & Time in Lead Field', and 'Send to External CRM').
Status Triggers
Below are the descriptions of the trigger actions (click to expand).
Send Email To User
This action sends a notification email to selected users or user classes assigned to the lead when the trigger is activated.
To configure the action select an email template and the users or user classes who will receive the email:
Send Email to Lead
This action automatically sends an email to the email address(es) saved in the selected lead email field(s) when the trigger is activated.
To configure the action select the lead email field(s) and the email template:
If needed, you can also specify secondary email templates which will be used instead of the primary email template when a specific Custom Property value has been selected on the lead.
More info: Custom Properties—Email Triggers & Email Branding
Set Sender From Email
This action is used to set the email address that will be for sending out notifications when the trigger is activated:
You can select one of four options:
- Group Settings: If selected, the notification emails are sent based on the email settings of the lead's group.
- 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 to always send notifications from that user always.
-
Custom Sender: Use a custom email address which is not registered to any CRM user:
Note: If the 'Sent Sender From Email' option is left unchecked, then the Site Notification Email and the name from the Lead's group are used to send the email notifications out.
Send SMS to Lead
This action sends an SMS message to the selected lead phone number(s) when the trigger is activated.
To configure the action select the phone number field(s), the SMS template to send out, the SMS sender (e.g. acting user, selected user, first assigned user etc.), and the sender's number:
If needed, you can also automatically send out one or more follow-up SMS messages.
To do this, select the "Enable Follow-Up" checkbox and then select the time delay (relative to when the first SMS is sent out) and the SMS template:
Repeat the last step to add additional follow-up SMS messages as needed.
Send Web Form
This action sends out a pre-filled web form to the lead when the trigger is activated:
Send E-Sign Document
This action sends out a selected e-signature document to the lead when the trigger is activated.
To configure the action select the e-sign application and the sender:
Change Status
This action changes the lead's current status to a new status when the trigger is activated:
Assign Users
This action assigns selected users to the lead that activated the trigger.
You can assign users to every lead that activates the trigger, use the round-robin method (which ensures users are assigned to leads proportionately from a pool of set users), or both.
Users who were unassigned from a lead by a specific status trigger will not be reassigned to the same lead, even if the lead returns to that status multiple times or if a status age trigger is used to assign a new user.
This helps ensure that if you need to assign the lead to a new user, they won't be repeatedly removed and reassigned by a status trigger cycling through the same list of users.
Unassign Users
This action unassigns users in the selected user class(es) from the lead when the trigger is activated:
Disable User
This action disables the user that corresponds to the lead when the trigger is activated:
Create Helpdesk Ticket
This action creates a new ticket with the selected ticket type, subject, and description:
Auto Board to TSYS FSP TurboApp
TSYS FSP ISOs have the option of auto boarding a lead to the TSYS FSB TurboApp when the lead is moved to a selected status state:
If the auto boarding fails for any reason, then the lead can be moved to a separate status state (for example 'TSYS FSP Auto Board Fail') so that the agent can note the lead and board them manually.
Set Date & Time in Lead Field
The "Set Date & Time in Lead Field" action records the time when the lead status was changed and saves the time in the field(s) that you select in the 'Date & Time Fields' box (the selected fields must be of the Date & Time field type):
You can use the 'Set User to Fields' box to optionally also save the name of the user who changed the lead status in the selected lead text field(s).
If the change occurred due to a system action, then the name of the user is 'System'.
Send to External CRM
This action automatically sends lead data to another MC site using a lead sharing profile.
To configure the action select the lead sharing profile that will be used to send the data of the lead that triggered the action:
Status Trigger Email Template Placeholders
Email templates that are used with status triggers can include the following placeholders (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%}