Genesys Cloud triggers enable configuration of automated reactions to events occurring within the platform by invoking workflows created in Architect. The system supports two distinct trigger types: Event Based Triggers, which respond to specific events, and Scheduled Triggers, which execute at predetermined intervals.
Event Based Triggers consist of three core components: a topic name identifying the event type, a workflow target specifying the active published Architect workflow to execute, and conditions determining when the workflow invokes. Topics encompass a comprehensive range of functional areas including user activity, conversation lifecycle events (ACD start/end, after-call work, wrap-up, customer and user interactions, voicemail), outbound campaign contacts (email, messaging, WhatsApp pre- and post-contact), quality evaluations, collaborative chat messaging, workforce management adherence and scheduling, coaching notifications, learning assignments, integration presence, calendar synchronization, and speech and text analytics (topics, sentiment, empathy analysis). Topics update regularly and vary by organization.
Conditions utilize JSONPath to compare event JSON payload data against specified values using operators including Equals, Contains, GreaterThanOrEqual, LessThanOrEqual, In, NotIn, InArray, NotInArray, All, and Exists. String comparisons are case-sensitive, and up to 10 conditions can be configured, all of which must be satisfied to trigger workflow execution. To implement OR logic, multiple triggers with separate condition sets must be created. Conditions support multiple input value types (strings, numbers, and booleans) based on the selected operator, and array-based field comparisons. Event-based triggers support timing configuration options including execution delays and Time to Live (TTL) settings to prevent outdated workflow invocation.
Workflow targets support the Architect workflow flow type, with input parameters transmitted to workflows in either top-level primitive format (strings, enums, numbers, Boolean) or as complete JSON objects via a jsonData input variable. Workflow attributes are case-sensitive and must match the event schema exactly. Configuration field limits include trigger names (maximum), JSON Path conditions (maximum), single values (maximum), and list values (maximum 740 entries with 2, per entry).
Scheduled Triggers execute workflows at defined intervals—hourly, every two hours, every four hours, or every 24 hours—based solely on a defined schedule independent of event conditions. Scheduled triggers comprise two components: the workflow target to be invoked and the schedule defining execution time and frequency. Both trigger types continue executing until explicitly disabled or deleted. Available topics can be retrieved via GET request through the Process Automation APIs
A trigger is a resource within Genesys Cloud that allows customers to configure a reaction to specific events that happen within Genesys Cloud. The actions are workflows that you can create via Architect. For more information about how to create workflows, see About Architect.
You can create Event Based Triggers and Scheduled Triggers in Genesys Cloud. An event based trigger is a resource within Genesys Cloud that allows you to configure a reaction to a specific event that occurs within Genesys Cloud while a scheduled trigger is a resource within Genesys Cloud that executes at predetermined times.
Event Based Triggers
Event based trigger includes three main components:
Topic name: The topic or the event for which you want to invoke an action.
Workflow target: The action to take on the matching events.
Conditions: The criteria that an event must meet for the event to be acted on.
Topic name
The following list is an example of some of the notification topics that are available when you create triggers in Genesys Cloud. New topics update regularly and the topics can vary, depending on your organization.
You can obtain a list of topics available to your organization by fetching with a GET request. For more information, see Process Automation APIs and Available topics.
When you select a topic in the trigger view, the schema of the topic appears in the Event Schema section. The section lists the fields in the event as a tree, with each field’s data type, such as string, boolean, object, or array<string>. Use the Event Schema section to find the fields you want to use in conditions and to generate their JSON Paths.
The Event Schema section includes the following options:
Show JSON Schema – Displays the topic schema in JSON format.
Copy path – Copies the JSON Path of the field. You can paste it under JSON Path in a condition.
Add condition – Adds a condition with the JSON Path of the field.
Load schema – Appears next to objects that the topic schema doesn’t define. Use it to load a JSON schema that describes the object’s fields, so that you can select them. For more information, see Use a supplemental schema to build trigger conditions.
Workflow target
Triggers support the Architect workflow flow type. Administrators create workflows in Architect. In the trigger view, you can only select active and published workflows as the workflow target. The data format in which the input parameters are sent to the workflow can be top-level primitive fields or JSON.
The top-level primitives, such as strings, enums, numbers, and Boolean are sent to the workflow.
For JSON data format, the entire event is sent to the workflow as a JSON object. Configure the workflow with an input variable named jsonData of type JSON.
Note: Workflow attributes in Architect are case-sensitive. When you reference an attribute in the workflow, Adhere to use the exact letter case as it appears in the event schema.
Note: When no conditions are set, the trigger invokes the workflow by default. Ensure to adhere to the invocation limits if you want to leverage this behavior.
Conditions are the list of criteria under which the trigger invokes the workflow target. The condition expression includes three parts:
JSON Path: Defines the part of the event to compare. Express the condition using JSONPath which is the language used to traverse and parse JSON documents to find specific elements. You can enter the JSON Path manually or generate it from the Event Schema section. If a field is part of an object that the topic schema doesn’t define, load a supplemental schema to make its fields available. For more information, see Use a supplemental schema to build trigger conditions. You can also use the Jayway JsonPath Evaluator or the JSONPath test utility tool to check the response for your JSON payload and JSONPath statements.
Operator: Defines the comparison type used to compare the JSON Path output with the value. String comparisons are case-sensitive. To choose an operator that suits the field, check the field’s data type in the Event Schema section. In the trigger view, to see a description on the operator list, click View help on filter operators.
Value: User-defined value or values for the operations that take a single value or list of values. The input value can be string, number, or Boolean values. Depending on the selection of the operator, the input type of the value changes accordingly. The input type of the value ensures the accuracy of the comparison.
Operator
Input type
GreaterThanOrEqual
Number
LessThanOrEqual
Number
Equal
Object
NotEqual
Object
LessThan
Number
GreaterThan
Number
In
Array of objects
NotIn
Array of objects
Contains
Object
All
Array of Object
Exists
Boolean
Size
Number
Note: A trigger can have up to 10 conditions, all of which must be met to initiate the workflow. To invoke a workflow when any of the several conditions are true (OR logic), you must create multiple triggers, each with its own set of conditions.
Timing configuration
When a trigger invokes a workflow, the workflow begins instantly or according to a configured time delay. You can also configure Time to Live (TTL) for a trigger such that the workflow will not execute after the configured time. For example, if there is a delay in trigger processing for a status change workflow, then it is not relevant to execute the workflow after the set time.
Trigger configuration field limits
When you configure a trigger in Genesys Cloud, the following limits apply:
Trigger name – Maximum length 162 characters
Conditions:
JSON Path – Maximum length 500 characters
Value – Maximum length 512 characters for a single value
Use scheduled triggers to configure actions that run at defined intervals such as every hour, every two hours, every four hours, or every 24 hours. The trigger continues to execute on the specified schedule until it is disabled or deleted.
The scheduled triggers have two main components:
Workflow target – The workflow that must be invoked.
Schedule – The time and frequency of trigger execution.
Scheduled triggers execute solely based on a defined schedule and do not depend on event-based conditions.