Triggers & Actions#

Complete reference guide for all AutoFlow triggers, conditions, and actions.

Triggers#

Triggers are events that start your workflows. When the trigger event occurs, the workflow evaluates conditions and executes actions.

Inbox Triggers#

Ticket Created#

Fires when a new ticket is created.

Available Data:

• ticket.id - Ticket ID
• ticket.subject - Subject line
• ticket.body - Message content
• ticket.priority - Priority level
• ticket.channel - Source channel
• customer.* - Customer info

Ticket Updated#

Fires when a ticket is modified.

Example:

When: Ticket Updated
If: Priority changed to "Urgent"

Ticket Assigned#

Fires when a ticket is assigned or reassigned.

Ticket Resolved#

Fires when a ticket is resolved or closed.

SLA Warning#

Fires when SLA approaches breach.

SLA Breached#

Fires when SLA is breached.

Team Chat Triggers#

Message Sent#

Fires when a message is posted.

Available Data:

• message.content - Message text
• message.author - Who sent it
• channel.name - Channel name

Channel Created#

Fires when a new channel is created.

Member Joined#

Fires when someone joins a channel.

Live Support Triggers#

Chat Started#

Fires when a visitor starts a chat.

Available Data:

• visitor.name - Visitor name
• visitor.email - Visitor email
• visitor.page - Current page
• visitor.location - Geographic location

Chat Ended#

Fires when a chat session ends.

Visitor Action#

Fires on specific visitor behaviors.

TaskFlow Triggers#

Task Created#

Fires when a new task is created.

Available Data:

• task.title - Task title
• task.description - Task description
• task.assignee - Assigned user
• task.dueDate - Due date
• project.name - Project name

Task Moved#

Fires when a task moves between lists.

Example:

When: Task moved to "Done"
Then: Notify project manager

Task Completed#

Fires when a task is marked complete.

Task Overdue#

Fires when a task passes its due date.

DataFort Triggers#

File Uploaded#

Fires when a file is uploaded.

File Shared#

Fires when a file is shared.

Schedule Triggers#

Time-Based#

Fires on a schedule.

Example:

When: Every Monday at 9:00 AM
Then: Send weekly summary report

Conditions#

Conditions filter when workflows should run. All conditions must pass for actions to execute.

Comparison Operators#

Logic Operators#

AND Conditions#

All must be true:

IF:
  priority = "Urgent"
  AND status = "Open"
  AND assignee is empty

OR Conditions#

Any must be true:

IF:
  priority = "Urgent"
  OR priority = "High"
  OR VIP = true

Grouped Conditions#

Complex logic:

IF:
  (priority = "Urgent" OR VIP = true)
  AND
  (status = "Open" AND assignee is empty)

Condition Fields#

Ticket Fields#

Customer Fields#

Visitor Fields#

Actions#

Actions are what happens when a workflow runs.

Assignment Actions#

Assign to User#

Assign to a specific person:

Action: Assign to User
User: sarah@company.com

Assign to Team#

Assign to a team queue:

Action: Assign to Team
Team: Support Team
Method: Round-robin

Assign Round-Robin#

Distribute evenly:

Action: Assign Round-Robin
Users: [sarah, john, mike]
Skip: Offline users

Unassign#

Remove assignee:

Action: Unassign

Status Actions#

Change Status#

Update status:

Action: Change Status
Status: Pending

Change Priority#

Update priority:

Action: Change Priority
Priority: High

Add Labels#

Apply labels:

Action: Add Labels
Labels: [urgent, needs-review]

Remove Labels#

Remove labels:

Action: Remove Labels
Labels: [pending-review]

Notification Actions#

Send Email#

Send email notification:

Action: Send Email
To: manager@company.com
Subject: "Urgent ticket from {{customer.name}}"
Body: |
  A new urgent ticket has been created:
 
  Subject: {{ticket.subject}}
  Customer: {{customer.name}} ({{customer.email}})
 
  Please review immediately.

Send In-App Notification#

Notify within CommFlow:

Action: Send Notification
To: @sarah
Message: "New VIP ticket assigned to you: {{ticket.subject}}"

Send to Slack#

Post to Slack channel:

Action: Send to Slack
Channel: #support-alerts
Message: "🚨 Urgent ticket: {{ticket.subject}}"

Send to Webhook#

Call external URL:

Action: Send Webhook
URL: https://api.example.com/notifications
Method: POST
Body: {
  "event": "urgent_ticket",
  "ticket_id": "{{ticket.id}}",
  "customer": "{{customer.email}}"
}

Communication Actions#

Send Reply#

Reply to customer:

Action: Send Reply
To: Customer
Message: |
  Hi {{customer.name}},
 
  Thank you for contacting us. We've received your message
  and our team is reviewing it now.
 
  We'll get back to you within 2 hours.
 
  Best regards,
  Support Team

Add Internal Note#

Add private note:

Action: Add Internal Note
Note: "VIP customer - handle with priority. Account value: {{customer.lifetime_value}}"

Data Actions#

Update Field#

Modify ticket/task fields:

Action: Update Field
Field: custom_field.escalation_time
Value: "{{timestamp}}"

Create Task#

Create a TaskFlow task:

Action: Create Task
Project: Support Follow-ups
Title: "Follow up: {{ticket.subject}}"
Assignee: {{ticket.assignee}}
Due: +2 days

Create Ticket#

Create new ticket:

Action: Create Ticket
Subject: "Follow-up needed: {{original.subject}}"
Priority: Normal

Delay Actions#

Wait#

Pause before next action:

Action: Wait
Duration: 5 minutes

Wait Until#

Wait for condition:

Action: Wait Until
Condition: business_hours = true
Timeout: 24 hours

Variables Reference#

Available Variables#

Use variables in action templates:

Variable Modifiers#

Next Steps#

• Building Workflows - Advanced patterns
• AutoFlow Overview - Return to overview