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:
- 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.
- 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?
- Navigate to Settings > Automate > Triggers.
- Click on the Add button to set a trigger rule.
- Add a name for the trigger rule.
- Choose the brand that you want to set up a trigger rule for.
- 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.
- You can add multiple criteria for each trigger by clicking on the Add (or) Or button below the primary criteria.
- Add - The condition specified above should also be satisfied.
- 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.
- Now, choose when you would like to initiate the trigger for the visitors on your website.
- Lands on my website: Trigger an action only when the visitor hits the exact landing page of the website for the first time.
- Accesses any page on my website: Trigger an action when the visitor accesses any chosen page on your website, where the rule is set.
- Performs a custom action: You can set your custom action and can engage with your visitors, when they perform the action on your website.
- Leaves my website: Trigger an action once the visitor leaves your website.
- Choose the type of trigger that you would like to use. There are 2 options available:
- 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.
- 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'.
- Enter the trigger name (rule name for JS API action) and set when the rule has to be triggered.
- The skeleton JS API will be displayed, using which you can build your JS API script.
- Implement the JS API on your website
- Click on Save.
- 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'.
- 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.
- Click on the Show Preview button to get a preview of the trigger.
- Click on Save.
- The chat invite will be triggered when a visitor matches the rule set.
Multiple Triggers in a Single Conversation
Note to customers: This feature is a part of our upcoming Summer ’26 release and will be rolled out in phases. If you would like early access to explore the feature, please fill out this form.
You can configure and execute multiple triggers within a single visitor conversation session in SalesIQ. These triggers help you engage visitors at different stages of their journey based on predefined conditions such as time spent, pages visited, or user behavior.
A trigger is executed when its conditions are met. During a single conversation or session, multiple triggers can be activated sequentially if the visitor satisfies different conditions at different points in time.
- A visitor lands on your pricing page then a welcome trigger is displayed
- The visitor stays on the page for 1 minute then a follow-up trigger is executed
Note:
The multiple trigger will be initiated only if the following 2 options are enabled:
- In Brands, select the specific brand, go to Configuration, and check whether View Old Conversations is enabled.
- Go to Brands, select the specific brand, navigate to Flow Controls, and verify if Parallel Conversations is enabled.
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.
- Go to Settings > Automate > Triggers .
- Under 'Initiate the trigger when the visitor', choose 'Leaves the website'.
- And then choose the type of action that you want to perform:
- Push information to CRM (or)
- Add to Campaigns Mailing list.
- 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
- 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:
- Update to CRM Lead - This option will help you push the info to the chosen field in the Leads module.
- Update to CRM Contact - This option will help you to push the info to the chosen field in the Contacts module.
- 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.)
- Then, select the data that you want to record in the chosen module.
- 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.
- Then, click on Save.
- 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.
- In the Trigger type section, choose Push to Zoho Campaigns.
- Choose the mailing list of your choice and click on Save.
- 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,
- Go to Settings > Automate > Triggers .
- Under 'Initiate the trigger when the visitor', choose 'Performs a custom action'.
- Choose the custom action from the list.
- Choose the type of trigger that you would like to use - Invoke using JS API or Send a chat invite.
- 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.
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