- Automation Events – Complete Detailed Description
- Overview
The Automation Events system is the foundation of all automatic actions in the platform.
It allows the system to listen to activities happening across customers, sales, calls, documents, appointments, payments, and operations — and automatically perform actions without manual work.
In simple terms:
Automation Events decide WHEN something happens
Automation Actions decide WHAT should happen next
This helps businesses:
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Save time
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Reduce manual errors
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Respond faster to customers
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Maintain consistent workflows
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Automate sales, support, billing, and follow-ups
- How Automation Events Work (Simple Explanation)
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A user or system action happens
(example: new customer added, invoice paid, call missed)
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The related Automation Event is triggered
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The system checks:
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Event type
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Conditions (folder, status, tag, amount, etc.)
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If conditions match:
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Automation actions are executed
(send email, SMS, WhatsApp, assign task, update status, etc.)
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- CUSTOMER EVENTS
New Lead
Description:
Triggered when a brand-new customer or lead is created in the system.
What this represents:
The very first entry point of a customer into your business.
When it happens:
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Website form submission
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Manual customer creation
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Lead import
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External integration
Why it is important:
This is the most critical moment to:
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Respond quickly
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Make a good first impression
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Start sales or onboarding
Common uses:
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Send welcome email or SMS
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Assign sales representative
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Add default tags
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Create follow-up task
Add Lead Manually
Description:
Triggered only when a staff member manually adds a customer.
What this represents:
A lead created through personal interaction or internal work.
Why it is useful:
Manual leads often require:
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Immediate action
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Higher priority
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Quality review
Common uses:
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Notify manager
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Assign owner instantly
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Start internal checklist
Add Sub Customer
Description:
Triggered when a customer is added under another customer (parent–child relationship).
What this represents:
Family members, branch offices, departments, or related contacts.
Common uses:
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Inform account owner
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Copy permissions
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Start dependent workflows
Customer Status Changed
Description:
Triggered when a customer’s main status is updated.
What this represents:
Customer movement across sales or service lifecycle
(e.g., New → Active → Closed → VIP)
Why it matters:
Status changes define business decisions.
Common uses:
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Send status-specific communication
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Trigger next workflow stage
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Move customer between folders
Internal Status Changed
Description:
Triggered when an internal (team-only) status changes.
What this represents:
Internal progress tracking without customer visibility.
Common uses:
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Notify internal teams
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Advance internal pipeline
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Department-specific actions
Internal Sub Status Changed
Description:
Triggered when a detailed sub-status changes.
What this represents:
Fine-grained tracking of customer progress.
Common uses:
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Escalation handling
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Advanced pipeline control
Tag Added to Customer
Description:
Triggered when a tag is added to a customer.
What this represents:
Customer classification or segmentation.
Common uses:
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Start marketing campaigns
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Apply discounts
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Route customer to teams
Folder Changed
Description:
Triggered when a customer is moved to a folder.
What this represents:
Stage or department change.
Common uses:
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Folder-based workflows
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Manager notifications
Customer Responded
Description:
Triggered when a customer replies or responds.
What this represents:
Customer engagement activity.
Common uses:
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Stop reminder automations
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Notify sales/support
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Update last contact date
Customer Updated
Description:
Triggered when customer details are edited.
What this represents:
Customer information maintenance.
Common uses:
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Sync external systems
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Validate data
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Trigger field-specific workflows
- CALL EVENTS
Incoming Call Answered
Description:
Triggered when an incoming call is successfully answered.
What this represents:
Successful customer contact.
Common uses:
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Log call activity
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Create follow-up task
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Update customer engagement score
Incoming Call Missed
Description:
Triggered when an incoming call is not answered.
What this represents:
Potential lost opportunity.
Common uses:
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Create callback task
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Send missed-call message
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Alert team
Outgoing Call Answered
Description:
Triggered when an outgoing call is answered.
Common uses:
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Record successful outreach
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Log call outcome
Outgoing Call Not Answered
Description:
Triggered when an outgoing call is not answered.
Common uses:
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Schedule retry
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Create reminder
- APPOINTMENT EVENTS
Appointment Created
Description:
Triggered when an appointment is scheduled.
What this represents:
Confirmed customer booking.
Common uses:
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Send confirmation
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Add to calendar
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Notify staff
Appointment Edited
Description:
Triggered when appointment details change.
Common uses:
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Notify customer
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Update reminders
Appointment Canceled
Description:
Triggered when appointment is canceled.
Common uses:
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Send cancellation message
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Free time slot
Series Appointment Created
Description:
Triggered when recurring appointments are created.
Common uses:
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Setup recurring reminders
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Notify assigned professionals
- DOCUMENT EVENTS
Invoice Created
Description:
Triggered when an invoice is generated.
Common uses:
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Send invoice to customer
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Update accounting
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Start payment reminders
Invoice Paid
Description:
Triggered when invoice payment is completed.
Common uses:
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Send receipt
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Update customer status
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Start fulfillment
Invoice Canceled
Description:
Triggered when invoice is canceled.
Common uses:
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Notify customer
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Adjust accounting
Proposal Signed
Description:
Triggered when customer signs a proposal.
Common uses:
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Convert proposal to order
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Create invoice
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Notify sales team
- PAYMENT EVENTS
Payment Received
Description:
Triggered when a payment is recorded.
What this represents:
Revenue confirmation.
Common uses:
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Send thank-you message
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Update balance
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Trigger delivery
Payment Failed
Description:
Triggered when payment attempt fails.
Common uses:
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Notify customer
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Retry payment
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Alert finance team
- TICKET EVENTS
Ticket Created
Description:
Triggered when a support ticket is opened.
Common uses:
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Send acknowledgment
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Assign support agent
Ticket Status Changed
Description:
Triggered when ticket moves between statuses.
Common uses:
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Notify customer
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Escalate issues
- MEETING EVENTS
Meeting Created
Description:
Triggered when a meeting is scheduled.
Common uses:
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Send invites
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Set reminders
Meeting Canceled
Description:
Triggered when meeting is canceled.
Common uses:
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Notify participants
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Reschedule
- OTHER EVENTS
Manual Trigger
Description:
Triggered manually by a user.
Common uses:
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Testing automations
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One-time workflows
Birthday Event
Description:
Triggered on customer’s birthday.
Common uses:
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Send birthday wishes
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Offer discounts
Date-Based Event
Description:
Triggered on a specific scheduled date.
Common uses:
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Campaign launches
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Renewal reminders
✅ Summary
Automation Events allow the system to react automatically to real business activities.
They reduce manual work, improve customer response time, and ensure consistent execution across sales, support, billing, and operations.
In short:
Events define WHEN
Actions define WHAT
Automation defines HOW FAST & HOW SMART
