Thread Triggers

Create automated workflows when thread admin statuses change

The Thread Trigger System allows administrators to create automated workflows that execute when thread admin statuses change. This feature enables automated notifications, webhooks, and integrations when conversation threads are categorized or their status updates.

Overview

Thread triggers monitor changes to thread admin statuses and automatically perform actions like sending notifications, executing webhooks, or triggering external integrations. This allows teams to:

• Get instant notifications when threads are marked as urgent
• Automatically notify stakeholders when thread status changes
• Integrate with external systems (custom webhooks, etc.)
• Build automated escalation workflows

Components

1. Triggers

A thread trigger consists of two main parts:

• Conditions: Criteria based on admin status changes that must be met for the trigger to activate
• Actions: Tasks that the trigger performs when the conditions are met (notifications, webhooks, etc.)

2. Condition Types

Conditions are specifically designed for thread admin status changes:

Condition Type	Description	Example
Admin Status Changed	Triggers on any admin status change	Any status change occurs
Admin Status Is	Triggers when status equals a specific value	Status is “Urgent”
Admin Status Changed From-To	Triggers on specific status transitions	Status changed from “New” to “Escalated”
Combined Conditions	Multiple conditions with thread properties	Status is “Urgent” AND has no ticket

3. Operators

Operators define the relationship between conditions and their values:

Operator	Description	Example
Is	Exact match	Admin status is “Urgent”
Is not	Not an exact match	Admin status is not “Closed”
Contains	Text contains the value	Thread title contains “urgent”
Does not contain	Text does not contain the value	Thread title does not contain “test”

4. Actions

Actions that can be performed when conditions are met:

Action	Description	Configuration
Execute Webhook	Call an external HTTP endpoint	URL, method (GET/POST/PUT), headers, body template

How Thread Triggers Work

1. Status Change Detection: When a thread’s admin status is updated (via API or admin UI), the system detects the change.
2. Condition Evaluation: All active thread triggers are evaluated against the status change.
3. Action Execution: If a trigger’s conditions are met, its actions are executed sequentially.
4. Logging: All trigger executions are logged with success/failure status and details for auditing.

Available Placeholders

When configuring action messages (webhooks), you can use placeholders that are automatically replaced:

Placeholder	Description
{​{thread.id}}	Thread UUID
{​{thread.title}}	Thread title
{​{thread.user.email}}	User’s email address
{​{thread.user.name}}	User’s full name
{​{thread.evaluation}}	Thread evaluation status
{​{old_status}}	Previous admin status name (or “None”)
{​{new_status}}	New admin status name (or “None”)
{​{thread.creation_date}}	When the thread was created
{​{thread.last_message_date}}	Last message timestamp

Example Use Cases

1. External Integration via Webhook

Scenario: Sync thread status changes to an external CRM system

Conditions:

• Admin Status Changed (any change)

Actions:

• Execute Webhook
  • URL: https://your-crm.com/api/thread-status-update
  • Method: POST
  • Body Template:
    {
      "thread_id": "{{thread.id}}",
      "thread_title": "{{thread.title}}",
      "user_email": "{{thread.user.email}}",
      "old_status": "{{old_status}}",
      "new_status": "{{new_status}}",
      "timestamp": "{{thread.last_message_date}}"
    }
    

Trigger Execution Order

Triggers are processed in order based on their position field (lower values execute first). If one trigger’s action modifies the thread in a way that affects another trigger’s conditions, order matters.

Best Practices

1. Use specific conditions: Narrow down conditions to avoid unintended executions
2. Monitor execution logs: Check /api/admin/thread-triggers/{id}/logs regularly
3. Avoid infinite loops: Be careful with triggers that might cause cascading status changes

Troubleshooting

Webhook Failing

• Verify webhook URL is accessible
• Check authentication/headers configuration
• Test webhook URL independently
• Review HTTP status codes in execution logs

Related Features

• Admin Tag Management
• Thread Admin Statuses
• Ticket Trigger System