Actions - Trig

Actions are the things Trig does in response to customer activity. They’re the “do something” layer of the platform—executing interventions, sending notifications, updating systems, and communicating with customers.

What are actions?

Every job, behaviour, and stage can trigger actions at key moments. Actions turn insight into intervention. Core principle: Trig observes customer behaviour, identifies when intervention is needed, and actions execute that intervention.

When actions trigger

Actions fire at specific moments:

Entry actions

Fire when a customer enters a job, behaviour, or stage. Use for:

Sending initial outreach
Notifying your team
Recording entry in CRM

Completion actions (follow-up)

Fire when a customer achieves the goal. Use for:

Congratulating customers
Notifying team of success
Recording completion in CRM
Triggering next-stage jobs

Exit actions (fallback)

Fire when a customer exits without completing. Use for:

Notifying team of intervention failure
Recording failure in CRM
Triggering escalation or alternative jobs
Alerting CSMs for manual follow-up

Action types

Message customer

Send an email directly to the customer.

Configuration	Description
Sender	Who the email appears from
Subject	Email subject line
Body	Email content with dynamic attributes
Format	Plain text recommended

Example:

From: Anna at Autodesk
Subject: Quick tip to get started

Hi {first_name},

I noticed you joined {board_name} but haven't created your
first project yet. Here are three steps to get started—takes
about 5 minutes.

[steps]

Thanks,
Anna

Send reminder message

Send a follow-up email after a delay if the customer hasn’t completed.

Configuration	Description
Delay	Wait X days before sending
Content	Same as message customer

Example sequence:

Entry: Send initial email
Wait 5 days
If not completed: Send reminder
Wait 5 more days
If still not completed: Exit with fallback actions

Notify team

Send a notification to your internal team via Slack.

Configuration	Description
Channel	Select Slack channel
Message	Notification content with dynamic attributes

Example:

Channel: #customer-alerts
Message: @{case_owner_email} - {organization_name} has entered
the "At Risk" job. They haven't logged in for 30+ days.

Dynamic @-mentions: Include an email attribute with @ to ping that person directly in Slack.

Update attribute

Set or update an attribute value on the customer record.

Configuration	Description
Attribute name	Which field to update
Value	What value to set

Example:

Attribute: completed_onboarding_job
Value: true

If you update an attribute that’s also synced from CRM, the next sync may overwrite your update. Use Trig-specific fields.

Dynamic attributes in messages

Actions can include dynamic content from customer attributes.

How to use

In any message field, insert attribute placeholders:

Hi {first_name},

I noticed your team at {organization_name} signed up
{days_since_signup} days ago but hasn't {specific_action} yet.

Here's how to get started: [link]

Thanks,
{sender_name}

Available attributes

Any attribute on the customer record:

Person attributes: first_name, email, role
Organisation attributes: organization_name, industry, arr
Trig-generated: last_entry_to_job, days_in_stage
CRM attributes: case_owner_email, account_manager

Handling missing values

If an attribute has no value, the placeholder will be empty. Test messages with real customer data to ensure correct rendering.

Email configuration

Integration setup

Before sending emails, you need:

Domain verification: DNS records to authorise sending
Sender configuration: Who emails appear from
Subdomain setup: Often use a subdomain for deliverability

This is handled during onboarding.

Sender identity

Emails should appear from a real person:

Good	Bad
”Anna at Autodesk"	"no-reply@autodesk.com”
anna@notifications.autodesk.com	”Autodesk Marketing”

Personal senders get higher engagement.

Plain text vs HTML

Strong recommendation: Use plain text.

Plain Text	HTML/Branded
Looks like from a real person	Looks like marketing automation
Higher open rates	Lower open rates
Higher response rates	Lower response rates
Avoids spam filters	More likely filtered

Slack integration

Setup

Authorise Trig to access your Slack workspace
Wait for channel enumeration
Select channels for notifications

Channel selection

Target channels like:

#customer-success
#sales-alerts
#trig-notifications

Message formatting

Slack messages support:

Dynamic attributes (same as email)
@-mentions using email addresses
Basic formatting

Using attributes to chain jobs

Actions that update attributes enable job chaining:

Job 1: Try to get customer to do X
├── On completion: Set "completed_job_1" = true
└── On exit: Set "failed_job_1" = true

Job 2: Target completers
└── Audience: "completed_job_1" = true

Job 1B: Alternative for failures
└── Audience: "failed_job_1" = true

Job action flow example

Job: Onboarding Nudge
├── Entry Actions
│   ├── Message Customer: Welcome email with steps
│   └── Update Attribute: entered_onboarding_nudge = true
│
├── Intervention (if not completed)
│   └── Send Reminder: Wait 5 days, send follow-up
│
├── Completion Actions (Follow-Up)
│   ├── Message Customer: Congratulations, here's what's next
│   ├── Notify Team: Customer completed onboarding
│   └── Update Attribute: completed_onboarding = true
│
└── Exit Actions (Fallback)
    ├── Notify Team: Customer failed, needs manual follow-up
    └── Update Attribute: failed_onboarding = true

Action availability by context

Action	Entry	Completion	Exit
Message Customer	✓	✓	✓
Send Reminder	✓	—	—
Notify Team	✓*	✓	✓
Update Attribute	✓	✓	✓

*May have constraints depending on configuration

Best practices

Email content

Be specific and actionable:

Good: "Click here to complete your profile. It takes 2 minutes."
Bad: "We noticed you haven't finished setting up your account."

Include clear steps:

Here are three steps to send your first invoice:
1. Click "Create Invoice" in the left menu
2. Add your client's email address
3. Click Send

That's it—you'll get a notification when they pay.

Keep it short:

3 to 5 sentences for simple actions
Bullet points for multi-step instructions
No long paragraphs

Notification strategy

Don’t over-notify:

Reserve notifications for high-value or high-risk situations
Use channels, not DMs, for most notifications
Not every entry needs a Slack notification

Route appropriately:

High-value customers → Dedicated channel + @-mention
Routine updates → Team channel without @-mention
Escalations → Specific person @-mentioned

Attribute management

Name clearly:

completed_onboarding_job not flag_1
last_intervention_date not date

Don’t overwrite CRM fields:

Create dedicated Trig fields in your CRM
Coordinate with CRM admin on write-back strategy

Testing

Before going live:

Test with small audience
Verify dynamic attributes render correctly
Check Slack notifications reach correct channel
Confirm CRM updates work

Monitor after launch:

Check delivery rates
Watch for bounces or spam issues
Verify customers progressing as expected

Troubleshooting

Emails not sending

Check:

Email integration configured?
Sender verified?
DNS records in place?
Job active (not paused)?

Slack notifications not appearing

Check:

Slack integration connected?
Channel enumeration complete?
Correct channel selected?
Bot has permission to post?

Attributes not updating

Check:

Correct attribute name?
Attribute exists in system?
Action actually triggered?
CRM sync overwriting value?

Summary

Actions are how Trig turns insight into intervention:

Three trigger points — Entry, completion, and exit each serve different purposes
Four action types — Message customer, send reminder, notify team, update attribute
Plain text wins — Simple, personal emails outperform branded marketing
Chain with attributes — Use attribute updates to create progressive job sequences
Right action, right moment — Entry for initial outreach, completion for celebration, exit for escalation

​What are actions?

​When actions trigger

​Entry actions

​Completion actions (follow-up)

​Exit actions (fallback)

​Action types

​Message customer

​Send reminder message

​Notify team

​Update attribute

​Dynamic attributes in messages

​How to use

​Available attributes

​Handling missing values

​Email configuration

​Integration setup

​Sender identity

​Plain text vs HTML

​Slack integration

​Setup

​Channel selection

​Message formatting

​Using attributes to chain jobs

​Job action flow example

​Action availability by context

​Best practices

​Email content

​Notification strategy

​Attribute management

​Testing

​Troubleshooting

​Emails not sending

​Slack notifications not appearing

​Attributes not updating

​Summary

What are actions?

When actions trigger

Entry actions

Completion actions (follow-up)

Exit actions (fallback)

Action types

Message customer

Send reminder message

Notify team

Update attribute

Dynamic attributes in messages

How to use

Available attributes

Handling missing values

Email configuration

Integration setup

Sender identity

Plain text vs HTML

Slack integration

Setup

Channel selection

Message formatting

Using attributes to chain jobs

Job action flow example

Action availability by context

Best practices

Email content

Notification strategy

Attribute management

Testing

Troubleshooting

Emails not sending

Slack notifications not appearing

Attributes not updating

Summary