Triggers and automations

A trigger is a "when... then..." rule. When something happens in the system, then the system does what you set up, by itself:

• A lead moved to the "No answer" status? The next day it gets a WhatsApp reminder, if it hasn't replied in the meantime.
• A meeting was set? The customer gets a confirmation with the details, and the rep gets a preparation task.
• A new lead came in from Facebook? It gets a welcome message, and its details go over to Make.

This guide explains how to build a trigger, what each setting does, and how to check afterwards exactly what was sent, to whom and when.

About the screenshots: The screenshots show the Hebrew interface. Button and field names are given in English, with the Hebrew label in parentheses so you can spot them on screen.

How a trigger is built

Every trigger has three parts:

Part	What it is	Example
Event	What fires the trigger	A lead's status changed to "Closed"
Actions	What the system does, in order	A thank-you message on WhatsApp, then sending the details to Make
Conditions	Which records each action runs for. Optional	Only leads that came from Facebook

On the triggers page, each trigger is shown as a card:

• On one side: the trigger's name and what fires it. "Status change Closed" means the trigger runs when the status changes to "Closed".
• Under the name: how many times the actions succeeded (green), failed (red) and were skipped because of a condition (orange), and when the trigger last ran.
• In the middle: the actions in order of execution. A small clock on an action means it's scheduled. Clicking an action opens its settings, and the + button adds an action.
• On the other side: the history clock opens the action log for this trigger only, and the gear edits the trigger itself. A red badge with a triangle marks that some actions failed.

Where the triggers are

Open the Settings (הגדרות) menu and choose Triggers (טריגרים). In the new menu they're in the "Triggers and automations" group, together with message templates and scheduled triggers. To see the page you need the Triggers permission in your role - see Teams, roles and permissions.

At the top of the page:

Button	What it does
Add new trigger (הוספת טריגר חדש)	Opens the creation wizard
Action log (לוג פעולות)	Everything the triggers did: what was sent, to whom, and what came back
Scheduled triggers (טריגרים מתוזמנים)	Triggers that run by the clock rather than by an event
The trash can icon	The recycle bin: restore deleted triggers and actions

Under the title come the Leads from API triggers first - leads that arrive from forms, from Facebook and from integrations. After them, triggers are grouped by table: leads, meetings, purchases, tasks and more. Recommended templates are shortcuts that create a common trigger in one click and immediately open adding an action.

You can also open a status trigger from the status editing screen: next to each status there's an "Add trigger on status change" icon.

Building your first trigger, step by step

The example: a customer who didn't answer the phone gets a WhatsApp reminder the next day, only if they haven't written to you in the meantime.

1. On the triggers page, click Add new trigger.
2. In the Trigger type step choose Change (שינוי), because the trigger should run when the status changes, and click Continue.

3. In the Settings step choose the Leads table, the Status field and the No answer value.
4. In the Name and summary step, give it a name that will explain what the trigger does even six months from now, for example "No answer: WhatsApp reminder after a day", and click Save trigger.
5. On the new trigger's card click +. In the Action type step choose Send WhatsApp (שליחת וואטסאפ).
6. In the Action settings step fill in:

Field	What to choose in the example
Recipient type	Lead
Message template	The reminder template. Don't have one yet? Create quick template creates it without leaving the window
Future scheduling	Check it, and write 1 days
Send at night too	Leave empty. A message whose time falls at night will wait for the morning
Send condition	Send only if the customer hasn't replied for X days, with 1 day

7. Click Save changes.
8. Test it: open a test lead with your own phone number and move it to the "No answer" status. A new row will appear in the lead's Triggers tab, and the WhatsApp send log will show the message waiting for tomorrow. How to read both - in the next section.

How to see what was sent

Three places, from the most focused to the most general:

Where	What you see	When to look there
The lead card, Triggers tab	Every action that ran on this lead	"Did this customer get the message?"
Action log	Every action of every trigger, with what was sent and what came back	Testing a new trigger and tracking down problems
WhatsApp send log	Scheduled messages: waiting, sent, delivered and read	A scheduled message that didn't arrive

On the lead card: the "Triggers" tab

Every lead card has a Triggers (טריגרים) tab. The number next to it says how many actions ran on the lead. Each row is one action: the trigger's name, the action type, what was sent and to whom, who fired it, the status and the time. "Program closed → lead", for example, means the template "Program closed" was sent to the lead.

• The tab also shows triggers that ran on the lead's meetings and purchases, marked "Meeting #" or "Purchase #".
• A lead no trigger has run on shows "No triggers have run on this lead".
• Clicking a row opens the details: which conditions passed and which didn't, and the reason for a failure if there was one.

Users with the triggers permission also see the data sent and the response that came back in the details:

How to read it: template_name is the template, template_message_preview is the start of the message and phone is the number it was sent to. In the response, success: true together with an id means WhatsApp accepted the message.

The lead's scheduled messages are in the card's WhatsApp tab, in the "Scheduled messages" box. There you see the latest messages waiting or that left the queue, and the "Show all schedules in the table" button opens the WhatsApp send log filtered to the lead.

In the action log: everything the triggers did

On the triggers page, click Action log. The history clock on a trigger's card opens the same log, filtered to that trigger.

• The counters at the top: how many actions succeeded, failed and were skipped because of a condition.
• Filters: by status, by action type and by trigger.
• In each row: when, which trigger and under it the value that fired it, the action type, the status, who fired it, on which record (clicking the name opens it), a summary of the response and how long it took.
• The arrow at the start of the row opens the full details.

Status	What it means
Success	The trigger performed the action. For WhatsApp, also check the response - see below
Failed	The action wasn't performed. The reason appears in the response
Skipped	A condition of the action wasn't met, so it didn't run
Empty run	A scheduled trigger or a list pull ran and found no records to handle

Example: a WhatsApp message that went out

On one side, Data sent: the template, the start of the message, the recipient type, the phone, and Routed via - which device the message went out from. On the other, Response: "Success: yes" and a message ID mean WhatsApp accepted it. "Show full JSON" opens the original response.

Example: "Success" in the table, but the message didn't go out

For a WhatsApp action, Success in the status column means the trigger ran and handed the message over for sending. Whether the message actually went out - you see only in the response. Here it says "Success: no" and "No response received from WhatsApp (there may be no connected device / missing token)". WhatsApp wasn't connected at the moment of sending, and the message didn't reach the customer. Check the connection according to the WhatsApp guide and send to the customer by hand.

What can appear in the "Message" row of the response:

The message in the response	What happened
The message was sent to WhatsApp, with an ID	The message went out
The message entered the scheduled send queue (it will be sent on time)	The action is scheduled. The message is waiting in the WhatsApp send log
No response received from WhatsApp (there may be no connected device / missing token)	The message didn't go out. Check the WhatsApp connection
WhatsApp returned a response without a message ID (idMessage)	WhatsApp rejected the message. The reason appears in the "Error" row
The number is on the do-not-contact list — the message wasn't sent	The number is blocked from broadcasts

Example: an action skipped because of a condition

The log shows which condition was checked and what the actual value was. Here the action sends only Facebook leads to Make, and the lead came from a referral, so it was skipped on purpose. An unexpected skip? Check the condition in the action settings, in the Conditions step.

Example: a Webhook that failed

A Webhook with the Failed status and the response FAILED means the server didn't answer or the address isn't reachable. After you fix the address or the scenario in Make, click Run again at the end of the row and choose:

• Send the same payload - sends exactly what was sent the previous time.
• Rebuild the payload - builds the data again according to the action's current settings.

In the WhatsApp send log: scheduled messages

Every scheduled message passes through here: from a trigger with future scheduling, from manual scheduling on the lead card, and from bulk sending. You get to the log from the WhatsApp page, with the Future schedules button (the clock icon), or from the lead card: the WhatsApp tab, then "Show all schedules in the table".

A trigger message that goes out immediately, without scheduling, doesn't pass through this log. Its result is in the action log, and the message itself appears in the chat with the customer.

What you see in the row	What it means
A planned send date, and a dash in the "Sent" column	Waiting. It will go out on time, within the sending hours
SENT in the send status	The message went out
DELIVERED or READ in the delivery status	The message reached the customer, or they read it. The time appears underneath
FAIL and "Duplicate message"	An identical message was sent to the same customer in the last 12 hours, so this one wasn't sent
Condition not met — not sent	The send condition was checked at the moment of sending and wasn't met, for example the customer already replied
No WhatsApp assigned	The rep has no connected WhatsApp, and the account is set to send trigger messages only from the rep's device
fail - message older than two days	The send time passed more than two days ago, and the message wasn't sent late
Blocked — number on the do-not-contact list (no broadcasts)	The number is blocked from broadcasts

On a waiting message you can click Edit condition/night to change the send condition or allow sending at night, or Delete to cancel it. Cancel all waiting cancels everything that hasn't gone out yet, in one go. The sending hours and the pace are set at the top of the page: how many messages go out in each 5-minute round. When many messages are scheduled for the same hour, they go out gradually.

A trigger didn't work? Check in this order

1. No row in the lead's Triggers tab. The trigger didn't run at all. Check that the trigger type is right (for a new lead from a form or from Facebook: Lead from API, see the next section), that the field and value match exactly, and that the Action active switch is on. A lead you added by hand doesn't fire a new-lead trigger, and neither does a lead that comes in again from the same source within 15 minutes.
2. The row has the Skipped status. Open it: you'll see which condition wasn't met and what the actual value was.
3. The row has the Failed status. Open it and read the response. For a Webhook, fix the address or the scenario and click Run again.
4. Success, but the customer didn't get it. Open the row. "Success: no" in the response means the message didn't go out, usually because of the WhatsApp connection. Look for a scheduled message in the WhatsApp send log: maybe it's waiting for the sending hours, was marked as a duplicate, or the send condition wasn't met.

When does a trigger run: trigger types

Trigger type	When the trigger runs	On which records
Change (שינוי)	A field gets a certain value. The most common: a status change	Leads, meetings, tasks, projects
Lead from API (new or returning) (ליד מ-API)	A lead comes in from a website form, from Facebook, from Make or from any other integration, even if it already exists in the system	Leads
Add (הוספה)	A new record is created	Purchases, meetings, tasks, projects
Add comment	A comment is written on a task	Tasks
Button (כפתור)	A user clicks a button the trigger adds to the screen	Leads, meetings
Scheduled (by clock)	At a fixed time, from the scheduled triggers page	According to the setting
List pull (משיכת רשימה)	At a fixed time, on all the records that match a filter	Leads, meetings, retainers

A new lead? Choose "Lead from API". Every lead that arrives from a form, from Facebook or from an integration fires this type, including a returning lead. Two cases don't fire it: a lead you added by hand in the system, and the same lead coming in again from the same source within 15 minutes, for example a form submitted twice. Add on the leads table doesn't run on leads from forms and integrations.

What a trigger can do: action types

Action	What it does
Send WhatsApp	A message from a template to the lead, to the handling rep or to a fixed number, immediately or scheduled
Send email	An email from a template to the lead, to the rep or to a fixed address
Add task	A task from a task template
Add project	A whole project with subtasks, when the projects module is active
Webhook	Sends the data to an external address: Make, Zapier or any system
Update column	Changes a value in a field of the record, for example moving to another status
Assign rep (automatic distribution)	Assigns the lead to a rep: in rotation, to the rep with the fewest active leads, or always to the first on the list
Open a WhatsApp group	A new group with the customer and the team members you chose. The join link is recorded on the lead card
Send a price quote by email	An email with the quote's PDF file, in triggers on purchases
ManyChat	Runs a flow or a tag in ManyChat, when the account is connected

You can add as many actions as you need to one trigger, and they run in the order on the card. The first step of every action has an Action active switch. When it's off, the action is saved but doesn't run. That's how you pause an action for a while, for example over the holidays, without deleting it.

Webhook: sending the data to Make, Zapier or any system

• Address and send method: POST (JSON), POST (Form Data) or GET (Query String).
• Payload format: Default (automatic) sends all the record's details. Custom template (JSON) sends only what you chose, with variables that are replaced by values:

Group	Variables
Lead details	{{name}}, {{last_name}}, {{full_name}}, {{phone}}, {{email}}, {{city}}, {{address}}, {{lead_id}}
Status and rep	{{status_id}}, {{status_name}}, {{old_status_id}}, {{user_id}} (the rep's ID)
Marketing	{{source}}, {{channel}}, {{ad}}, {{fbclid}}, {{fb_lead_id}}
Comments	{{comment}} (the first comment, for example from the API), {{last_comment}}
Event	{{event_name}}, {{event_id}}, {{event_time}}

The table's custom fields appear in the variables list in the window itself. Run a failed Webhook again from the action log. The full connection guide: Connecting Make.com to TASKEY.

WhatsApp messages: to whom, when and from which number

Who it's sent to

Recipient type	Who receives it
Lead	The customer, at the phone on the card
Handling user	The rep assigned to the record. Suits an internal alert, for example "A hot lead came back"
Specific number	A fixed number you type, for example the sales manager's
Task manager	In triggers on tasks

What's sent: template and parameters

The message is built from a message template. In the template you write parameters in double square brackets, and the system replaces them with the lead's values at the moment of sending:

Parameter	What goes in
[[lead.name]]	The lead's name
[[lead.phone]]	The phone
[[lead.email]]	The email
[[user.name]]	The name of the sending rep

Every custom field is available too, and so are meeting and task details. The full list, with a copy button, is on the message templates page under Available parameters - see Message templates. Files attached to the template are sent together with the message.

When it's sent

• Without scheduling: the message goes out immediately from the connected WhatsApp, and the result is recorded in the action log.
• Future scheduling: choose a number and a unit - minutes, hours, days or weeks. The message enters the WhatsApp send log and waits there for its time.
• Sending hours: scheduled messages go out only within the daily hours window, 08:00 to 21:59 by default. A message whose time falls outside the window waits for it to start and goes out in the morning. For it to go out at night too, check Send at night too (otherwise it waits for the morning). Change the window at the top of the WhatsApp send log.
• Send condition: "Send only if the customer hasn't replied for X days" is checked at the moment of sending. If the customer wrote to you during those days, the message doesn't go out.
• The action's conditions are also checked again at the moment of sending. A reminder with the condition "Status equals No answer" won't go out to a customer who has meanwhile moved to "Meeting set".

From which number

The message goes out from the WhatsApp of the rep assigned to the lead, if they have a connected device, and otherwise from the business's main number. In the action log you see this in the Routed via row. In an account with several WhatsApp numbers, the action also shows the WhatsApp account field, to choose a fixed number.

Need trigger messages to go out only from the rep's device? You can ask support to turn on strict routing. When it's on and the rep has no connected device, the message isn't sent at all and "No WhatsApp assigned" is recorded.

Built-in safeguards

• A scheduled message identical to one sent to the same customer in the last 12 hours isn't sent again.
• A number on the do-not-contact list doesn't receive messages.
• A scheduled message whose time passed more than two days ago, for example after a long disconnection, isn't sent late.

On sending in volume without risking a block: WhatsApp - blocking risk and sending safety.

Conditions: an action for only some of the records

Conditions are set for each action separately, in the Conditions step of the action window. That way the same trigger can send one message to everyone and pass only some of the leads to Make.

• Each condition is made of a field, a comparison and a value. The comparisons: equals, doesn't equal, contains, doesn't contain, starts with, ends with, greater than, less than, before, after and empty.
• Within a group, all conditions must be met. Add AND condition adds a condition to the group.
• Between groups, it's enough for one group to be met. Add OR group opens a new group.
• Don't log when the condition isn't met (silent skip) prevents a "Skipped" row every time. Suits an action that most of the time isn't supposed to run.
• Invert: run only when the conditions are NOT met (ELSE) builds an "otherwise". Two actions with the same condition, one regular and one inverted, give you "if yes - this, if not - that".

A condition on the lead's source? Choose the Lead source (original) (מקור הגעה (מקורי)) field. That's the field where the source is stored, for example Facebook or Referral.

The field list is adapted to the trigger's table. In triggers on meetings you can set conditions by branch or meeting type, and in Lead-from-API triggers you can also set conditions on data that came in the request itself. When a condition isn't met, the log shows which condition was checked and what the actual value was.

A button that fires a trigger

In a Button trigger, the rep runs the actions with a click, for example "Send contract" or "Pass to manager". Available for leads and meetings.

Setting	Options
Button text	For example "Send quote"
Color	Blue, green, red, orange, light blue, dark or gray
Size	Small, medium or large
Icon	A LineAwesome icon name, for example las la-paper-plane
Confirm before running	An "Are you sure?" window before the actions run
Display location	A separate column in the table, a combined "Actions" column, a send-status column, the lead modal header, a button bar under the header, in the profile (side panel) or a separate tab in the modal

Send-status column shows next to the button whether the action already ran on the row. Clicking a button again after it was already used opens a confirmation window with the details of the previous run, so nothing gets sent twice by mistake.

Scheduled triggers and list pulls

A scheduled trigger runs by the clock rather than by an event. Open it with the Scheduled triggers button at the top of the triggers page.

• Scheduled (by clock): runs at a fixed time.
• List pull: runs at a fixed time on all the records that match a filter - leads, meetings or retainers. Filter by status, source or date (today, tomorrow, this week and more), by distance from a date on the record (for example 8 days before the next retainer charge), and with advanced conditions.
• Frequency: daily, weekly, monthly or every X days, at the time you choose.

Each record in the list gets the actions, just like a regular trigger. A run that found no records is recorded in the log as an "Empty run". A full example: Automatic WhatsApp reminder a day before a meeting.

Four triggers worth setting up

What you want	Trigger type	Actions
Welcome a lead from the website or Facebook	Lead from API	WhatsApp to the lead right away, and a Webhook to Make
Remind a customer who didn't answer	Change: status "No answer"	WhatsApp to the lead scheduled for a day later, only if they haven't replied
Meeting confirmation	Change: status "Meeting set"	WhatsApp with the meeting details, and a preparation task for the rep
Thanks and reporting a deal	Change: status "Closed"	A thank-you WhatsApp, and a Webhook to Make with the condition "Lead source (original) equals Facebook"

More ideas: Recurring workflows, Connecting a landing page form with a welcome message and Meeting confirmation message to the customer.

FAQ

Does a trigger run again if a lead returns to the same status? Yes. A Change trigger runs every time the field gets the value. If the customer shouldn't get the message twice, add after it an Update column action that marks a field like "Thank-you message sent", and give the WhatsApp action the condition that this field is empty.

How do I pause an action for a while without deleting it? Turn off the Action active switch in the action window. The action is saved and doesn't run until you turn it back on.

I deleted a trigger by mistake. Can I restore it? Yes. The trash can icon at the top of the triggers page opens the recycle bin, where you restore triggers and actions.

Who sees what was sent? The Triggers tab on the lead card is open to anyone who sees the lead. The data sent and the response, as well as the action log, are shown only to users with the triggers permission.

A scheduled message is no longer relevant. How do I cancel it? In the WhatsApp send log, click Delete on the message's row. You can also prevent it in advance: a condition on the action, such as "Status equals No answer", is checked again at the moment of sending.

What's the difference between Change and Add? Change runs when a value in a field of an existing record changes, for example the status. Add runs when a new record is created, for example a purchase or a meeting. For new leads from forms and integrations, use Lead from API.

How many actions can I add to one trigger? There's no limit. The actions run in the order on the card.