Set Triggers, Conditions, and Waits

Make your automations fire for the right leads at the right moment — not too broadly (wrong customers get messaged) or too narrowly (records never enter). Triggers decide what starts a workflow, conditions decide which leads it applies to and how it branches, and waits decide when it pauses.

Entry pointAutomation → Workflows

Triggers

A trigger starts automation. Common Brixi trigger groups include:

Trigger group	Examples
Object changes	Contact created, deal updated, object deleted, owner changed, stage updated.
Lists and tags	Added to list, removed from list, tag added, tag removed.
Communication events	Email sent, delivered, opened, bounced, replied; WhatsApp replied or opted out.
Social and inbox events	Instagram DM received, Facebook DM received, post comment added.
Activity events	Task completed, meeting booked, site visit scheduled, site visit outcome changed.
Marketing and microsite events	Form submitted, ad interacted, microsite interacted.
Manual and scheduled	Manual enrollment or recurring schedule.

Choose the Right Trigger

Use this decision path:

1. If automation should run once when a record is created, use an object-created or form-submitted trigger.
2. If automation should run when sales changes a field, use an object-updated trigger with a field condition.
3. If automation should react to customer behavior, use reply, click, meeting, visit, or microsite events.
4. If automation should run on a list at a regular time, use a scheduled trigger.
5. If a manager should choose records manually, use manual enrollment.

Conditions

Conditions decide which branch a record takes. Common condition fields include:

• Source.
• Stage or status.
• Owner or team.
• City, locality, or project.
• Budget or requirement.
• Tags and lists.
• Last activity date.
• Meeting or site visit outcome.
• Whether a reply or call happened.

Example: A workflow can branch high-budget enquiries to a manager while regular enquiries continue to the normal sales queue.

Waits and Delays

Use waits when a workflow should pause before the next action.

Wait type	Use when
Delay	Wait a fixed amount of time, such as 2 hours after lead creation.
Wait until	Wait for a specific time, condition, or business window.
Business-hour wait	Avoid sending or assigning outside selected working days/hours.

Practical Examples

Escalate an Uncalled Lead

1. Trigger: Contact created.
2. Condition: Source is Facebook.
3. Action: Create call task.
4. Wait: 15 minutes.
5. Condition: No call logged.
6. Action: Notify manager.

Stop Follow-Up After Customer Reply

1. Trigger: Contact enrolled in sequence.
2. Action: Send WhatsApp.
3. Wait: 2 days.
4. Exit rule: WhatsApp replied.
5. Action: Send email only if no reply happened.

Common Mistakes

Mistake	Result	Better approach
Triggering on every contact update	Too many enrollments.	Trigger on specific field updates or add conditions.
No exclusion conditions	Old or irrelevant records enter.	Exclude closed, lost, opted-out, or already-contacted records.
Long waits with no exit rule	Customers receive stale messages.	Add exit rules for replies, meetings, visits, or stage changes.
Wrong time zone	Messages or tasks happen at odd hours.	Review workflow settings before publishing.
Re-enrollment left open	Same person may receive repeated automation.	Set a re-enrollment limit or keep it disabled.

Troubleshooting

If a record did not take the expected path, check:

1. Did the record match the trigger at the time of the event?
2. Did it satisfy all conditions?
3. Was it already enrolled?
4. Was it waiting for a delay or business window?
5. Did an exit rule remove it?
6. Did a required field change after the trigger occurred?

If a trigger you expect is missing from the picker — say, WhatsApp or Instagram events — ask your admin whether that channel is connected for the workspace. Admins can also confirm the custom fields your conditions depend on actually exist on the record.

Contact Brixi support if a record satisfied the trigger and every condition at the time of the event (work through the Troubleshooting list first) and still didn't take the expected path. Include the workflow name, the record, and the event timestamp.