Requested flows: Triggers & Splitter

Triggers define the conditions under which we distribute the feedback requests.

Before you start with triggers, make sure you have covered all of the necessary settings. For trigger creation or adjustments, you need to go through the settings of:

• Flow
• Data Sources
• Distribution Channels
• Requesting Templates
• Throttling

Without those settings completed, you won’t be able to create any trigger, not even as a draft.

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How to create a trigger?

Start by clicking on the blue button “Create trigger“. A pop-up window opens, where you start filling in the necessary information.

Trigger name: usually represents the campaign or use case we use the distribution for (Call centre, Claims, etc.).
Conditions: a set of rules that must be met for the feedback request to be distributed successfully (+And/+Or options allow you to create multiple conditions when needed).
Conditions can be built based on information in a specific column of the data source, the name of the imported file, information in a specific row, or based on the part of the structure.

Example: From the whole import, send feedback requests to Slovak customers who were in touch with our VIP customer support team. The trigger conditions will look like this:

Restrict organisational scope: select a specific part of the structure which should be excluded from the feedback distribution (if applicable).
Flow: select the desired survey from the dropdown, which will be sent to the customer/employee after the conditions are met.
Data source: select the desired data source from the dropdown, which will be used for distribution.
Distribution channel and template: select the desired channels and templates from the dropdown, which will be used and sent to customers/employees.
Throttling: select the desired throttling from the dropdown (and choose which limitations will be used for imported data).
When: select the time of importing data processing from the dropdown, limit the distribution of imported data to weekdays or working hours only when preferred.
Reminder: allow sending a reminder to those who did not submit their feedback after the initial distribution (choose the time frame and desired template).

Once you fill out all of the fields, use the “Save” option to save your trigger as a draft, or use the “Save and activate” button for the trigger to be ready for use instantly. If you want to discard what you have created, select the “Cancel” option.

⚠️ Please note that once the trigger is active, any imported data will be processed through the trigger, and if the conditions are met, feedback requests will be distributed.

After you create a new trigger, it automatically appears in the table. Whether the trigger is active or not can be determined by the green/grey colour of the status (green = active, grey = inactive).

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How to duplicate a trigger?

Do you need to create a trigger similar to the one already in use? Duplicating an existing trigger instead of creating a new one can save you time.
Click on the context menu (three dots), displayed at the end of the row of the trigger you would like to duplicate, and choose the “Duplicate” option.

A new trigger is automatically created in an inactive status with “copy” as an addition to its name.

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How to adjust a trigger?

Any trigger is fully adjustable based on your preferences.
Click anywhere in the row where the trigger you want to adjust is placed, or click on the context menu (three dots) displayed at the end of the trigger row you would like to adjust, and choose the “Edit” option.

In both cases, a new pop-up window appears, where you can proceed with any changes. Please note that once you save the changes, they are automatically applied.

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How to pause/activate a trigger?

The green/grey colour of the status determines whether the trigger is active or not (green = active, grey = inactive).
To change the status, click on the context menu (three dots) displayed at the end of the trigger row you would like to adjust and choose the “Pause/Activate” option. The same option is available by selecting the triggers and clicking on the “Action” button.

⚠️Please note that active triggers will process any import and send surveys to everyone who meets the distribution conditions. Inactive triggers won’t process any imported row.

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How to delete a trigger?

Did you create a trigger by mistake, or is any trigger no longer valid? Click on the context menu (three dots), displayed at the end of the trigger row you would like to delete, and choose the “Delete” option. A new window pops up where you must confirm that you are sure about the trigger deletion. After your confirmation, the trigger will be successfully deleted.

⚠️ Please note that once you delete any active trigger, no data will be processed and distributed, even if you send us valid data.

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How to restore a trigger?

Did you accidentally delete any triggers, or would you like to restore some old settings? Simply click on the context menu (three dots) at the top of the triggers table and choose the “Restore” option.
A new page appears where you’ll find all previously deleted triggers. Use the search bar or manually search for the trigger you want to restore.

If you are unsure if the trigger is right, select the “View detail” option through the context menu (three dots) at the end of the trigger row. The whole trigger setup will be provided in the view-only access.
Once you are sure about the trigger you want to restore, click on the “Restore” option through the context menu (three dots) at the end of the trigger row or click on the “Action” menu displayed at the top of the table to restore the desired trigger.

After you confirm in a pop-up window, the restored trigger will appear again in the “Distribute” tab in an inactive status. Remember to activate the trigger for distribution to work flawlessly.

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What is a splitter, and how do you configure it?

Splitter allows you to split the distribution between various groups of customers, meaning one import can go through several triggers, and the splitter will ensure that the distribution is equal (an equal number of customers will receive specific surveys).
For the splitter to work correctly, you need to have a minimum of 2 triggers created and activated.

Like trigger creation, start by clicking the “Create splitter” button. A new window pops up, where you start filling out the fields

Randomiser name: usually represents the campaign or use case for which you apply the splitter (e.g., Mystery shopping).
Action: select the desired split ratio (randomise/round robin, etc.) and either use the equal share or set a specific share manually.
Triggers to randomise: add specific triggers by clicking on the “+Add trigger” option.
Data source: select the desired data source from the dropdown, which will be used for distribution.
When: select the time of the data import processing from the dropdown, and limit the distribution of imported data to weekdays or working hours if you prefer.

The process of saving the splitter, splitter statuses, adjustments, duplicates, deletions, and restoring is the same as for triggers.

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What is the “Quick send-out” option?

Quick send-out offers you a quick way of distributing surveys without creating triggers. This option is suitable for testing the distribution flow.
Start by choosing the desired flow from the dropdown, and then confirm the distribution rules, channels, throttling, and profile to which the feedback will be assigned.

Mandatory fields to enter are: customer email, customer phone, customer name, and customer language.
More recipients (customers) can be added by clicking on the “+Add recipient” button.

Confirm the quick distribution by clicking the “Send out” button.