General (Triggers) | Webitel Documentation

1. Description

Here, you enter information about the Triggers.

Consists of fields (Fig.1):

Name;
Type;
Schema;
Timezone;
Timeout;
Expression;
Description.

General tab (Triggers).png — *Fig. 1. General tab*

1.1. Name

Required field. Here the name of the Trigger is entered.

1.2. Type

The type of Trigger is selected here.

1.2.1 At Time

Used to launch a flow at a specified time or with a certain frequency. This type of trigger is suitable for regular automated actions — for example, daily report delivery, token refresh, or scheduled queue cleanup.

After selecting the At Time type, two required fields appear.

1.2.1.1 Time Zone field

Defines the time zone in which the time calculation based on the specified expression will be performed. This ensures the correct operation of the trigger in systems deployed across different countries or time zones.

1.2.1.2 Expression field

Contains a cron expression that specifies the exact time and frequency for triggering. The expression must follow the standard cron syntax.

For example, the expression 0 */1 12 * * * means execution every minute from 12:00 to 12:59. How to write a proper expression can be found here.

Below the field, a parsed version of the expression is automatically displayed, which helps verify the correctness of the configuration.

1.2.1.2.1 Usage examples

Typical usage examples include:

launching a flow to update an integration token every 30 minutes;
sending an email reminder every day at 9:00 AM;
nightly update of case statuses in the queue;
log cleanup or data archiving once a week.

1.2.2 On Event

Activated when a specific event occurs in the system. These can be user actions or system changes involving case objects, their files, comments, or linked cases.

After selecting the On Event type, two required fields appear.

1.2.2.1 Object field

A dropdown for selecting the entity whose change will trigger the action. Available values:

Case;
Case files;
Case comments;
Case links;
Linked cases.

1.2.2.2 Event field

The action that initiates the trigger execution.

The list of available events in the "Event" field depends on the selected value in the "Object" field.

If the “Object” field is not filled in, the “Event” field becomes inactive.
If the “Object” field is cleared, the “Event” field is also cleared.

Event options for each object:

Case → Create, Update, Delete, Planned resolution time;
Case files → Create, Delete;
Case comments → Create, Update, Delete;
Case links → Create, Update, Delete;
Related cases → Create, Delete.

Once triggered, the flow specified in the “Flow” field is executed. The flow must be previously created in the “Flows” section and match the type of event being processed.

Example:

If the selected object is “Case comments” and the event is “Update”, the trigger will be activated every time a case comment is edited. As a result, the specified flow will run — for example, to send a notification or update a status.

1.2.2.2.1 Usage examples

The table below shows typical scenarios for using such triggers:

Possible task	Action (flow execution)	Trigger	Field to check	Recipient	Channel
Automatically inform the client when a case is closed	Email with case number and resolution details	Case update	Status	Contact (client)	Email
Confirmation upon case creation	Email with case number and introductory message	Case creation	–	Contact (client)	Email
Logging to communication history	Creating a record with event details	Case update	–	Contact (client)	Email
Creating a task in an external system	Sending data via API	Case creation	–	External system	API
Closing a case in Sparta	Sending an API request when the status changes	Case update	Status	Sparta	API
Assigning a task to an agent	Creating a task with case details	Case update	Status	Agent	Task-call
Notifying the assignee	Sending an email to the user	Case update	Assignee	Contact (user)	Email
Notifying a group of assignees	Mass message distribution	Case update	Assignee group	Contact group	Email

1.3. Schema

Here, choose the scheme that will be processed when the Trigger fires.

Only Flow schemes with the Service type are suitable for selection.

When you click on the Schema field, a drop-down list opens from which the Flow schema is selected. If the required Flow schema is not in the drop-down list, use the Schema field as a search field.

How to create a new Flow schema can be found here.

1.4. Timezone

The time zone where the trigger will work is selected from the list.

1.5. Timeout

The maximum amount of time that is given to process the schema is set here.

1.6. Expression

Here you entered an expression according to which the time is set. How to write the expression correctly can be found here.

1.7. Description

The field for entering a description of the Trigger.

2. Opportunities

2.1. Change the Name/Timeout/Expression/Description

Goal	Change the Trigger Name/Priority/Description
Preconditions	Access to the Admin application; Access to the Triggers partition in the Admin application; Permission to select and delete in the Triggers partition; At least one Trigger.
Steps	Click on the field you want to change. Make the necessary changes (the number can be set using the buttons) Click the Save button
Result	Data saved.

Goal

Change the Trigger Name/Priority/Description

Preconditions

Access to the Admin application;
Access to the Triggers partition in the Admin application;
Permission to select and delete in the Triggers partition;
At least one Trigger.

Steps

Click on the field you want to change.
Make the necessary changes (the number can be set using the buttons)
Click the Save button

Result

Data saved.

2.2. Change the Trigger Type/Schema/Timezone

Goal	Change the value in the Scheme field.
Preconditions	Access to the Admin application; Access to the Triggers partition in the Admin application; Permission to select and delete in the Triggers partition; At least one Trigger.
Steps	Click on the Scheme field. A drop-down list opens. Select the required option from the drop-down list. Click the Save button.
Result	Data saved.

Goal

Change the value in the Scheme field.

Preconditions

Access to the Admin application;
Access to the Triggers partition in the Admin application;
Permission to select and delete in the Triggers partition;
At least one Trigger.

Steps

Click on the Scheme field. A drop-down list opens.
Select the required option from the drop-down list.
Click the Save button.

Result

Data saved.

3. Trigger configuration example

To automatically send a notification in Workspace after a case is created, follow these steps:

Create a flow in Admin → Routing → Flows and remember its name. Add the Notification component to the flow. Enter the desired display text, a variable into which the ID of the created case will be inserted (Fig. 3.(1)), and in the User IDs field, add the IDs of the users (Fig. 3.(2)) who should receive the notification in Workspace.

*Fig. 3. Configuring the “Notification” flow component*

Create a trigger, for example of the On Event type. Go to Admin → Integrations → Triggers.
Click the “Add” button. On the General tab, fill in all the fields (in the Flow field, select the flow you just created).
Click the “Save” button.
In the record list, find and enable the switch of the created trigger (Fig. 4.(1)). Then click the Start button (Fig. 4.(2)) to activate execution.

Activate trigger.png — *Fig. 4. Enabling and starting the trigger*

Go to Workspace.
At the same time, create a new case in CRM → Cases → click the Add icon .
Return to Workspace and check whether the notification appeared at the top of the interface (Fig. 5).

Example of notification.png — *Fig. 5. Example of case creation notification in Workspace*

For triggers of the At Time type, configuration is performed in the same way. The only difference is that notifications will be sent at the specified time or with a certain frequency, according to the cron expression in the Expression field.