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Triggers in Automations

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Triggers in Penbox define the events that initiate automations. These triggers are designed to respond to specific interactions or statuses related to the requests sent to your contacts. Below is a detailed overview of each supported trigger.

Supported Triggers

Response Created

  • Description: Triggered as soon as the contact opens the form for the first time.
  • Use Cases:
    • Log the interaction in an external system via an API call.
  • Additional Notes: This trigger occurs only when the form is accessed for the first time, not on subsequent visits.

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This trigger occurs only when the form is accessed for the first time, not on subsequent visits

Response Updated

  • Description: Triggered when the contact begins filling out the form but has not yet submitted it.
  • Use Cases:
    • Notify your team that progress has been made on the form.
    • Prompt the contact with a reminder or assistance message.
    • Sync partially completed data to an external system for monitoring or analysis.

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If the form is completed in a single session, this trigger will not activate. Only the "Response Completed" trigger will fire in that case.

Response Completed

  • Description: Triggered when the contact successfully completes and submits the form.
  • Use Cases:
    • Automatically update your CRM or case management system.
    • Notify relevant team members that the form has been completed.
    • Send a confirmation email to the contact with a summary or next steps.

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This trigger ensures that the form is fully completed before any automation is executed.

Response Declined

  • Description: Triggered when the contact declines to complete the form.
  • Use Cases:
    • Send a follow-up message asking for feedback on why the form was declined.
    • Log the decline event for tracking and reporting purposes.
    • Notify the appropriate team to take manual action if necessary.

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This option must be enabled for the form for the trigger to activate.

Request Expired

  • Description: Triggered when the request expires without being completed by the contact.
  • Use Cases:
    • Automatically send a notification to the contact to inform them that the request has expired.
    • Notify your team to follow up with the contact or take alternate actions.
    • Archive the request or update its status in your system.

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The default expiration period is 60 days, but this can be customized for individual forms.

Manual

  • Description: Triggered manually by a user through the Penbox app.
  • Use Cases:
    • Execute custom actions that are not tied to specific events or time frames.
    • Allow team members to run automations as needed for specific scenarios.
    • Provide flexibility for handling edge cases or exceptional workflows.

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This trigger is useful for tasks that require human discretion or oversight.

Customization

Multiple triggers can be assigned to a single automation, enabling flexibility in how and when actions are executed. For example, combining the Manual trigger with other triggers like Response Completed allows you to test and replay actions seamlessly. For more information on configuring actions, refer to the Actions Overview.

Updated 10 days ago