When configuring a Notification in the Moments™ Console, triggering criteria can be defined to specify when and how the Notification should trigger during a live conversation in order to deliver guidance to a rep in real-time.
Where to define Triggering Criteria
Types of Triggering Criteria
Summarized below are the Triggering Criteria options that are currently available in Moments™.
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(aka “Phrase Match”) |
Monitors the presence or absence of keyword(s) / phrases(s) spoken during a conversation. Notifications can trigger when a specific phrase is verbally spoken or not spoken during a live conversation. |
Triggers when the specified phrase/word is spoken verbally (mentioned), this is an Include Notification.
Triggers when the specified phrase/word is not spoken verbally (not mentioned) within a certain time interval, this is an Exclude Notification. |
Primary Trigger Criteria
see Examples |
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Monitors conversational behaviors in real-time, focusing on how it is said, instead of what is being said. Notifications can trigger when suboptimal conversation etiquette is detected during a live conversation. |
Triggers when a rep speaks too fast for a prolonged period
Triggers when a rep interrupts the other party too frequently in a short time period
Triggers when a rep speaks for too long in a continuous fashion without taking pauses for a prolonged period |
Primary Trigger Criteria |
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Monitors the amount of time that has elapsed since the start of a call. Notifications can trigger when the duration of the call exceeds a specific time interval. |
Triggers after the designated time has elapsed since the start of the live call |
Primary Trigger Criteria |
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(Optional) |
Monitors an additional layer of context from integrated Salesforce data detected during a live call. Notifications can trigger when specific Salesforce field values are detected and matched on the live call, AND the specified primary trigger criteria is satisfied. |
The specified field(s) and value(s) are detected within the SFDC Lead object from the other party's side of the call and are matched.
The specified field(s) and value(s) are detected within the SFDC Contact object from the other party's side of the call and are matched.
The specified field(s) and value(s) are detected within the SFDC Account object from the other party's side of the call and are matched.
The specified field(s) and value(s) are detected within the SFDC Opportunity object from the other party's side of the call and are matched.
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Secondary Trigger Criteria Salesforce Scenarios acts as a second criteria for triggering a Notification, never the primary criteria. Therefore, it can be optionally added in combination with other forms of primary trigger criteria. Example combinations include:
In each of these cases, the primary trigger criteria must be satisfied along with the Salesforce Scenario criteria in order for the Notification to be triggered.
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