Base Help Center

Using Trigger Links for Automation

Trigger links are specialized URLs that, when clicked by a contact in an SMS, email, Google My Business message, or a direct message on Facebook, Instagram, or WhatsApp, perform two key actions. First, the click is automatically recorded in the contact's activity timeline. Second, it activates a specific trigger inside a workflow, allowing you to automate follow-up actions.

You can use trigger links in the following communication channels:

  • SMS
  • Email
  • Google My Business (GMB) Messages
  • Facebook and Instagram Direct Messages
  • WhatsApp Messages

If you run regular promotions, you can use a trigger link with a custom value to point to a dynamic URL. This allows you to reuse the same email template for different campaigns—simply update the custom value with the new promotion URL, and the trigger link will direct contacts to the latest offer. Note that this change will not update links that have already been sent in past campaigns.

Automating Workflow Steps

You can build workflows that start or continue based on a trigger link click. For example, after a contact clicks a link to confirm an appointment, your workflow can automatically send a follow-up survey or a request for a review.

Managing Unsubscribes

Create trigger links that allow contacts to unsubscribe from specific communication channels like SMS or email. When clicked, the system will automatically update the contact's subscription preferences for that channel. For SMS, carriers also support standard opt-out keywords like STOP, UNSUBSCRIBE, or CANCEL, which automatically unsubscribe a contact.

Tracking Engagement

Every time a contact clicks a trigger link, the action is logged in their activity timeline. This provides valuable insight into their interests and engagement level with your campaigns.

To create a dynamic link, you must first build the trigger link within the CRM. Then, assign your dynamic URL (stored as a custom value) to that trigger link. Finally, insert the complete trigger link—not the custom value by itself—into the body of your SMS or email message.

Within a workflow, you can add a wait step that pauses the automation until a specific trigger link is clicked. This is useful for creating sequences where the next action depends on the contact confirming or taking an action via the link.

Frequently Asked Questions

You can customize the domain shown in your trigger links by setting up an agency API domain. This domain will be shared across all locations or sub-accounts in your CRM.

Where can I view a contact's activity timeline?

To see a record of trigger link clicks and other activities, navigate to the Contacts section, select a contact, and view their Smartlist to find the activity timeline.

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