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.

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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.

For more information about workflows, see Work with workflows.

Conditions

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
  • List of values
    • Number of entries – Maximum 740 values
    • Length of each entry – Maximum 2440 characters

Next, learn how to create an event based trigger and Use a supplemental schema to build trigger conditions.

Scheduled triggers

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.

Next, learn how to create a scheduled trigger.