> ## Documentation Index > Fetch the complete documentation index at: https://docs.trig.ai/llms.txt > Use this file to discover all available pages before exploring further. # Building Jobs > Create effective interventions that drive customer action This guide walks you through building jobs in Trig—from defining your goal to launching and measuring results. ## Job fundamentals Every job needs three things: What do you want customers to do? Who should receive this intervention? What messages will you send? ## Step 1: Define your goal ### What makes a good goal? Goals should be: * **Single action** — One clear thing you want them to do * **Measurable** — Based on an attribute or event you can track * **Achievable** — Something the customer can realistically complete ### Goal examples | Job Type | Goal | | ---------------- | ---------------------------- | | Onboarding nudge | `projects_created >= 1` | | Feature adoption | `feature_X_used >= 1` | | Expansion | `upgrade_completed = true` | | Churn prevention | `engagement_restored = true` | **Avoid compound goals.** If you need multiple actions, create separate jobs. ## Step 2: Define your audience ### Targeting options **Using attributes directly:** ``` sign_up_date > 1 day ago AND sign_up_date < 7 days ago AND invoices_created = 0 ``` **Using cohorts:** ``` Member of cohort "New Self-Serve Users" ``` **Using Trig metadata:** ``` last_completed_Onboarding_Stage has any value AND last_completed_First_Invoice_Job has no value ``` ### Exclusions Always consider who should NOT receive this job: ``` Audience: - sign_up_date > 3 days ago - invoices_created = 0 Exclusions: - last_entered_[this_job] has any value (already been through) - currently_member_of_[other_job] = true (prevent overlap) ``` ### Organisation vs people | Target | When to Use | | ---------------- | ------------------------------------------------ | | **Organisation** | Account-level decisions, commercial actions | | **People** | Individual behaviour, specific user needs to act | ## Step 3: Set duration ### Auto-exit timing Every job should have an auto-exit duration: | Action Complexity | Duration | | -------------------------------- | ------------- | | Simple (click, view) | 3 to 7 days | | Moderate (setup step) | 7 to 14 days | | Complex (invite team, integrate) | 14 to 30 days | **Err shorter.** If someone hasn't responded in 14 days, another email in the same job probably won't help—try a different approach. ## Step 4: Configure entry actions ### Send initial email The entry email is your first touch. Make it count. **Configuration:** * **Sender:** A real person (e.g., "Lee at FreshBooks") * **Subject:** Specific and actionable * **Body:** Plain text, contextual, with clear steps **Example:** ``` Subject: Quick tip to send your first invoice Hi {first_name}, I noticed your team at {organization_name} signed up recently but hasn't sent an invoice yet. Here's how to send your first one—takes about 5 minutes: 1. Click "Create Invoice" in the left menu 2. Add your client's email 3. Click Send If you run into any issues, just reply to this email. Thanks, Lee ``` ### Best practices for entry emails Reference what they have and haven't done. Show you know their situation. Give 1 to 3 clear steps. Include links where helpful. 3 to 5 sentences for simple actions. No long paragraphs. Plain text, from a real person, with a personal sign-off. ## Step 5: Configure follow-up actions ### Adding reminders If customers haven't completed after the initial email, send a follow-up: ``` Wait 3 days → Send follow-up email Wait 7 days → Send second follow-up (optional) ``` ### Follow-up email strategy **First follow-up (Day 3 to 5):** * Reference that you've reached out before * Try a different angle * Shorter than the original ``` Subject: Re: Quick tip to send your first invoice Hi {first_name}, Following up on my earlier email—I wanted to make sure you saw the steps to send your first invoice. If you're running into any issues, just reply and I'll help. Thanks, Lee ``` **Second follow-up (Day 7 to 10):** * Acknowledge they might be busy * Offer help or a call * This is often your last automated touch **Most jobs use 1 to 2 follow-ups.** More than that often means your job is too broad or goal is too ambitious. ## Step 6: Configure completion actions ### What happens on success When a customer achieves the goal: **Options:** * Send congratulations message * Notify your team (Slack) * Update CRM field * Route to next job **Example:** ``` Completion Actions: ├── Message Customer: "Great job sending your first invoice!" ├── Notify Team: "#wins - {organization_name} completed onboarding" └── Update Attribute: completed_onboarding_job = true ``` ### Silent completion Not every job needs a completion message. For feature adoption jobs, silent completion is often appropriate. ## Step 7: Configure exit actions ### What happens on failure When a customer exits without completing: **Options:** * Notify team for manual follow-up * Update attribute for tracking * Route to alternative job **Example:** ``` Exit Actions: ├── Notify Team: "@{csm_email} - {organization_name} failed onboarding, needs follow-up" └── Update Attribute: failed_onboarding_job = true ``` ### Chaining to alternate jobs Use exit actions to create branching journeys: ``` Job: Onboarding Nudge v1 ├── Completed → Route to "Feature Adoption" job └── Exited → Route to "Onboarding Nudge v2" (different approach) ``` ## Step 8: Review and launch ### Pre-launch checklist Goal is clear and measurable Audience returns expected customers Duration is appropriate for the action Entry email is specific, actionable, and human Follow-ups are spaced appropriately Completion and exit actions configured Exclusions prevent re-entry and overlap ### Launch the job Double-check all settings Verify the number of customers who will enter Click **Go Live** Watch the first few days for issues ## Job chaining patterns ### Success path After completing Job 1, move to Job 2: ``` Job 2 Audience: - last_completed_Job_1 has any value - [next action criteria] ``` ### Failure path After failing Job 1, try Job 1B: ``` Job 1B Audience: - last_exited_Job_1 has any value - last_completed_Job_1 has no value ``` ### Progressive journey ``` Welcome → Onboarding → Feature Adoption → Expansion ↓ ↓ ↓ Retry A Retry B CSM Outreach ``` ## Measuring job effectiveness ### Key metrics | Metric | Formula | Target | | ---------------------- | -------------------------------- | ------------------- | | **Completion rate** | Completed / (Completed + Exited) | 20 to 40% | | **Time to completion** | Avg days to complete | As fast as possible | | **Entry to exit rate** | Exited / Total entered | Lower is better | ### What to optimise | If... | Then... | | ------------------------------ | --------------------------------- | | Low completion rate | Adjust messaging, timing, or goal | | Long time to completion | Intervention may be too early | | High exit at specific point | Focus messaging there | | Certain segments complete more | Target them specifically | ## Common job patterns ### Onboarding nudge ``` Goal: first_project_created >= 1 Audience: signup 1 to 7 days ago, no project created Duration: 10 days Entry: Plain text email with steps Follow-up: Day 3, Day 7 Completion: Notify team Exit: Route to "Onboarding Stalled" job ``` ### Feature adoption ``` Goal: feature_X_used >= 1 Audience: Premium plan, never used feature X, 30+ days old Duration: 14 days Entry: Email highlighting feature value Follow-up: Day 5 with different angle Completion: Silent Exit: Flag for CSM ``` ### Churn prevention ``` Goal: engagement_restored = true Audience: renewal in 90 days, no login in 30 days Duration: 30 days Entry: Personal outreach from CSM Follow-up: Week 2, Week 3 Completion: Notify sales Exit: Escalate to sales ``` ## Troubleshooting ### "Job isn't sending emails" * Is the job live (not paused)? * Are there customers matching the audience? * Is email integration configured? * Is the sender verified? ### "Wrong customers entering" * Review audience criteria * Check for typos in attribute names * Verify date logic (before/after) ### "Low completion rate" * Is the goal achievable? * Is messaging specific enough? * Is timing right (too early? too late?) * Are you targeting the right audience? ## Summary Building effective jobs: 1. **Clear goal** — Single, measurable action 2. **Right audience** — Specific targeting with exclusions 3. **Appropriate duration** — Time-bounded, err shorter 4. **Human messaging** — Plain text, specific, actionable 5. **Strategic follow-ups** — 1 to 2 max, vary the angle 6. **Complete the loop** — Actions on both completion and exit 7. **Chain thoughtfully** — Build progressive journeys Well-designed jobs turn insight into action and create measurable impact on customer success.