Automation: Setting up Triggers

This guide demonstrates how to configure triggers in Orlo for both inbox messages and insights streams. Learn how to automate actions such as auto-assigning conversations and setting up alerts.

 

In this article: 

1. What are Triggers? 

2. Setting up Triggers 

3. Viewing Triggers

4. Trigger Options 

5. Trigger Examples 

 

What Are Triggers? 

Triggers are a powerful automation feature within the Orlo platform that allows users to define specific conditions and corresponding actions to be automatically executed on inbox messages and insights stream results.

 

Setting up Triggers

 

1) Navigate to the 'Manage' dropdown and select 'Automation'. 

 

 

2) To create a new trigger, select the '+ CreateTrigger' button on the right-hand side. 

 

 

3) You can choose the type of message that you want your trigger to apply to; the following options are: 

• Individual Inbox Messages across your connected social media channels
• Threads of Conversations across your connected social media channels 
• Listening Stream Results (non-direct mentions) 
• Outbox Posts (Social Media Content) 

 

 

4) This example will be setting up a trigger for inbox messages. After selecting this option, you will need to choose the specific social media channels to which the trigger will apply and provide a name for your trigger. Once you have completed these steps, click 'Save'. 

 

 

4) You can then specify various criteria for your triggers. In this example, we will focus on messages that are both public and private that contain the keyword 'Annoyed' and have a 'Negative' sentiment.

 

 

5) Once you have defined your rules for the trigger, click on the ➕ button in the 'Do The Following' area. This will allow you to set your auto-actions for the messages. In this example, the trigger will auto-assign the message and add the P1 priority tag to the message. 

6) Click the 'Save and Complete Trigger' button to give you an overview of the trigger. If you are happy with your setup, click 'Save,' which will add your trigger to your trigger list view. 

 

Viewing Triggers

 

1) You can view your triggers by clicking on the 'Automation' button in the 'Manage' dropdown, which will take you to your list view of triggers. 

 

 

2) You can toggle between your individual messages, conversations, insights and outbox triggers. 

3) You can enable and disable triggers using the tick box icon. 

Trigger Options 

 

Trigger Conditions:

• Content: Keyword Searches, Sentiment, Language, Message Word Count, With an Image, Attached to a Campaign, Themes 
• Source: Public/Private Messages, Outbox Replies (All/by Author), CRM Record, Profile Tags, Influencer Score.
• Timing: Office Hours.

Trigger Actions:

• Assignment: Assign to User, Assign to Team, Set Priority.
• Management: Add Tag, Add Note, Mark as Actioned.
• Notifications: Email Users, Email Teams, Email Externally, Send a Webhook.

 

Trigger Examples

 

Local Government

• Trigger Condition: Sentiment - Negative
  • Trigger Condition: Keyword Search - (Council Name) + "rubbish," "late," "complaint"
  • Trigger Action: Add Tag - "Urgent Complaint," Email Team - "Customer Services Management"
    
    

 Healthcare (e.g., NHS Hospital Trust):

• Trigger Condition: Keyword Search - "appointment change," "cancel appointment," "reschedule"

  • Trigger Action: Assign to Team - "Appointments Team"
    
    

• Trigger Condition: Keyword Search - "mental health crisis," "suicidal thoughts," "urgent help"

  • Trigger Action: Set Priority - P1 (Highest), Email Team - "Mental Health Crisis Team"
    
    

Housing Association:

Trigger Condition: Keyword Search - "leaking roof," "no heating," "blocked drain"

• Trigger Action: Assign to Team - "Repairs and Maintenance Team"
• Benefit: Automatically directs maintenance requests to the appropriate team.

Policing 

• Trigger Condition: Keyword Search - "crime report," "suspicious activity," "theft"

  • Trigger Action: Add Tag - "Potential Incident," add a P1 priority trigger. 
    
    

Education

• Trigger Condition: Keyword Search - "application query," "course information," "admissions"

  • Trigger Action: Assign to Team - "Admissions Team"

Central Government Department:

• Trigger Condition: Keyword Search - "environmental pollution," "wildlife crime," "waste management policy"

  • Trigger Action: Add Tag - "Policy Enquiry," Assign to Team - "Relevant Policy Team"

• Trigger Condition: Sentiment - Negative

  • Trigger Condition: Keyword Search - (Department Name) + "failure," "concern," "broken promise"
  • Trigger Action: Add Tag - "Public Criticism,"