Triggers - Zoho SalesIQ

Triggers

What are Triggers?

Triggers are automated engagement tools on SalesIQ that help you target a specific set of visitors according to your business requirements. Triggers will automatically identify, target and will start engaging with the right visitor, without you having to start a proactive chat manually. You can use triggers to engage with your targeted visitors/customers automatically, and get their attention towards new updates, offers and what your business offers.

Use cases:

  1. You can send out relevant messages to your visitors when they perform specific actions. If you own an online store, you can either send out a catalog of products similar to what they just bought from you or a discount coupon that they can benefit from.
  2. You can reminding your customers of the upcoming events in your store. Reminding them to renew a subscription or about a sale that will end soon might interest them and encourage them to engage more with your store.

How to add a trigger rule?

  1. Navigate to Settings > Automate > Triggers.
  2. Click on the Add button to set a trigger rule.

  1. Add a name for the trigger rule.

  1. Choose the brand that you want to set up a trigger rule for.

  1. Choose your audience - this can be based on website details, technology, visitor details, department, triggered status, UTM values, CRM values, campaigns, company data, user data and general conditions like number of past chats.

  1. You can add multiple criteria for each trigger by clicking on the Add (or) Or button below the primary criteria. 
    1. Add - The condition specified above should also be satisfied.
    2. Or - The condition specified about may not be satisfied. 
            Example :
                              Condition 1: Country = France
                                                And
                             Condition 2: Type = Returning
                                                 Or
                             Condition 3: Number of Visits = Greater than 5
    This trigger will activate if the visitor meets either of these conditions: they are a returning visitor from France, or they have visited your website more than 5 times. So, even if the visitor is not from France but has visited your website more than 5 times, the trigger will still be activated.

  1. Now, choose when you would like to initiate the trigger for the visitors on your website.
    1. Lands on my website:  Trigger an action only when the visitor hits the exact landing page of the website for the first time.
    2. Accesses any page on my website:  Trigger an action when the visitor accesses any chosen page on your website, where the rule is set.
    3. Performs a custom action:  You can set your custom action and can engage with your visitors, when they perform the action on your website.
    4. Leaves my website:  Trigger an action once the visitor leaves your website.

  1. Choose the type of trigger that you would like to use. There are 2 options available:
    1. Invoke JS API : When the visitor matches the defined criteria rule, you can invoke a custom action (like displaying a banner) with the help of JS API script.
    2. Send chat invite - You can send out chat invites to visitors when they match the criteria.

Types of Triggers


Invoke JSAPI

To invoke JSAPI, under 'Trigger type' choose 'Invoke using JS API'.
  1. Enter the trigger name (rule name for JS API action) and set when the rule has to be triggered.

  1. The skeleton JS API will be displayed, using which you can build your JS API script. 

  1. Implement the JS API on your website
  2. Click on Save.

  1. The API will be invoked when the visitor matches the rule.   

Send a chat invite

To send out a chat invite, under 'Trigger type' choose 'Send a chat invite'.
  1. Enter the operator name and set the time for when the rule has to be triggered. Add the message that needs to be conveyed to the visitor as well. You can also type ' % ' for dynamic text suggestions.   

  1. Click on the Show Preview button to get a preview of the trigger.

  1. Click on Save.

  1. The chat invite will be triggered when a visitor matches the rule set.

Predefined conditions for Triggers

The available Predefined Conditions and its descriptions as follows:

Condition
Description
Browser

Browser used by the visitor in the website.

(Values : Apple Safari, Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, Opera, Unknown)

Country
Country of the visitor accessing the website.
Current page
URL of the page where the visitor is accessing.
Current page title
Title of the page where the visitor is accessing.
CRM Contact
Contact information of your website visitors in Zoho CRM, Click to know more.
CRM Lead
Lead information of your website visitors in Zoho CRM. Click to know more.
CRM Account
Account information of your website visitors in Zoho CRM.
CRM Potential
Potential value of your website visitors in Zoho CRM. 
Campaign Source
UTM used to identify a search engine, newsletter name, or other source.
Campaign Medium
UTM used to identify a medium such as email or cost-per- click.
Campaign Term
UTM used for paid search eg: keywords for the ad.
Campaign Content
UTM used for testing and content-targeted ads.
Campaign Name
UTM used for keyword analysis to identify a specific product promotion or strategic campaign.
IP address
IP address of the visitor visiting the website.
Landing page
URL of the page where the visitor have landed in the website.
Landing page title
Title of the page where the visitor landed in the website.
Number of past chats
Count on number of past chats with the visitor.
Number of visits
Count on number of visit by the visitor in  the website .
Operating System

Operating system used by the visitor.

(Values : Android, Apple iPhone, Apple iPod, Apple Macintosh, Blackberry, Kindle, Linux, Microsoft Windows, Motorola, Nintendo, Nokia, PlayStation, Sun Solaris, Symbian, Web OS)

Referrer
Source from where the visitor is referred from.
Region

Region of the visitor in the website.

(Values : Asia Pacific, Canada, Europe the Middle East and Africa, North America, South America, United Kingdom)

Search engine

Search engine used by the visitor.

(Values : Baidu, Bing, Google, Inktomi, Teoma, WebCrawler)

State
State of the visitor accessing the website.
Visitor Type

The type of visitor in your website.

(Values : All, New, Returning)

Visitor Info
Use our JavaScript APIs to set the values.
Web Embed
Embed in the website where he visitor is accessing.
Advanced
To set two or more conditions.
City
City from where the visitor is accessing the website.
Visitor Type in CRM

Category of the visitor in CRM.

(Values: Contact, Customer, Lead, Not Available, Prospect)

Triggered Status

Set criteria based on the trigger status, whether the trigger is invoked or not.

(Values: Invoked, Not Invoked)

Previous Page

URL of an important page, where you like to be intimated if the visitor leaves that page and moves to another page.

Trigger when the visitor leaves

You have the option to update a field in CRM or add the visitor to a mailing list in Zoho Campaigns when the visitor leaves your website.
  1. Go to Settings > Automate > Triggers .
  2. Under 'Initiate the trigger when the visitor', choose 'Leaves the website'.

  1. And then choose the type of action that you want to perform:
    1. Push information to CRM (or)
    2. Add to Campaigns Mailing list.
  2. Now, when the visitor leaves your website and matches the condition and criteria, the chosen action will be triggered.

Update leaving visitors info in Zoho CRM

  1. You can update the CRM Lead/Contact module's field when the visitor leaves your website by clicking on Push information to Zoho CRM. The CRM modules available in the drop down for you to choose from and map the info are as follows:
    1. Update to CRM Lead - This option will help you push the info to the chosen field in the Leads module.
    2. Update to CRM Contact - This option will help you to push the info to the chosen field in the Contacts module.
    3. Update to CRM Lead/Contact - This option will help you to push the info to a common field either in Leads or in Contacts module (i.e., Whether the visitor is a lead or converted as a contact in your CRM, the info of the visitor will be updated to the common field in either of the modules.)

  1. Then, select the data that you want to record in the chosen module.

  1. Next, enter the CRM field name where you want the information to be saved in CRM. So, when the website visitor matches the mentioned condition and criteria, then the value will be registered in the particular field of your CRM module.

  1. Then, click on Save.
  2. Now the information will be captured in CRM when the visitor leaves your website.

Add leaving visitors info to email campaign list

With the 'Push to Zoho Campaigns' option, you can add visitors directly to a campaign email list when they leave your website.  
  1. In the Trigger type section, choose Push to Zoho Campaigns.

  1. Choose the mailing list of your choice and click on Save. 
  2. If the condition and criteria of the visitor match then the visitor will be added to the email campaign list when they leave your website.

Initiate trigger based on custom action

You have an option to set up a trigger for viusitors when they perform a custom action on your website.
For this, you need to add the custom action code to your website. Then you can add the custom action to automate the process of triggering an action when the visitor performs the action on your website.

For setting up a trigger based on a custom action,
  1. Go to Settings > Automate > Triggers . 
  2. Under 'Initiate the trigger when the visitor', choose 'Performs a custom action'.
  3. Choose the custom action from the list.

  1. Choose the type of trigger that you would like to use - Invoke using JS API or Send a chat invite.
  2. Then, click on Save. Now, when the visitor performs the custom action, the chosen trigger will be initiated.

How to delete a trigger?

To delete a trigger rule, hover over the particular trigger rule and click on the Delete icon.


How to enable/disable a trigger rule?

To enable/disable a trigger rule, hover over the particular trigger rule and click the toggle button.



The triggers will not work if there is a Zobot or Answer bot enabled for the brand.

Related Topics:
  1. Custom Triggers
  2. Automation in SalesIQ