About triggers

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Genesys Cloud triggers are configurable resources that automate reactions to specific platform events through defined conditions and responses. The system requires appropriate licensing and user permissions before implementation. Users can create, edit, and delete triggers based on various event types, including unanswered outbound calls, operational console emails, and webhook events. The platform supports advanced filtering capabilities with features for topic detection, sentiment analysis, and empathy monitoring. Key use cases include automated responses to missed calls, email-based operational alerts, and webhook event filtering, enabling organizations to streamline communication workflows and automate responses to predefined scenarios. Trigger management involves reviewing licensing requirements, creating and managing trigger conditions, and implementing examples across different operational contexts.