CRM triggers
Rules that fire on a CRM event — a tag added, or a contact going quiet — without anyone building a whole chatbot flow.
Triggers vs. chatbots
A chatbot is a conversation — it reacts to what the customer sends. A CRM trigger reacts to what happens in your CRM: a teammate adds a tag, or a contact simply stops replying. It's a single when → then rule, not a flow.
CRM triggers are admin-only, and each trigger fires at most once per contact — no accidental loops or repeat sends.
The two events
| When… | Fires when | Typical use |
|---|---|---|
| A tag is added to a contact | The tag you name lands on any contact (manually, via import, or from a chatbot Action). | Welcome new VIPs; onboard anyone tagged trial. |
| A contact hasn't replied in… | N hours pass with no inbound message from the contact. | Nudge a cart-abandoner after 24h; re-engage a quiet lead after 72h. |
The two actions
| Then… | Does | Note |
|---|---|---|
| Send a template message | Sends one of your approved templates to the contact. | Uses a template because the contact is likely outside the 24-hour window. |
| Reassign the conversation | Moves the conversation to a chosen teammate. | Good for "if a VIP goes quiet, hand it to a senior rep". |
Creating a trigger
Open CRM Triggers → New trigger
Sidebar → ⚡ CRM Triggers (admin only).
Name it
Something you'll recognise — Welcome VIP taggees, 72h silence re-engage.
Set the "When"
Pick A tag is added (then type the tag to watch) or hasn't replied in (then set the hours of silence).
Set the "Then"
Pick Send a template (choose which) or Reassign (choose the teammate).
Create it
⚡ Create Trigger. It appears in All triggers with a status toggle — pause or enable it any time.
Opt-out & opt-in keywords
At the top of the same tab is Opt-out & opt-in keywords — the turnkey version of "reply STOP to unsubscribe". It's on by default.
| Field | What it does |
|---|---|
| Enabled | Master switch. Off = inbound keywords are ignored (you'd opt people out by hand from the contact row). |
| Opt-out keywords | Comma-separated. A contact who sends one of these is set to opted out and skipped by every future campaign. Default: STOP, UNSUBSCRIBE. |
| Match | Exact — the whole message must be the keyword. Contains — the keyword appears anywhere as a whole word (so "please stop" also works). Applies to opt-in keywords too. |
| Opt-in keywords | Sends a previously opted-out contact back to opted in. Default: START, UNSTOP. |
| Auto-reply on opt-out | Optional confirmation sent back when someone opts out (they're still inside the 24-hour window, so it's a normal free-form message). Leave blank to opt out silently. |
Matching is case-insensitive. An opt-out or opt-in keyword is "consumed" — the chatbot won't also reply to it.