# Trigger Builder

## Overview

You can define communication triggers based on multiple inputs and conditions in the Journeys module in the App. A trigger initiates an action within parcelLab’s system based on an event (for example: the creation of a tracking or a delivery delay). Triggers can be set up to deliver communication to multiple channels, including email, SMS, and webhooks integrated with other systems, and messages sent to recipients based on additional filters and settings.

When an order or shipment event occurs, the system checks whether it matches a trigger in one of your journeys, reviews the relevant journey and trigger setup, and sends the configured communication if everything applies. The journey communication flow follows this path:

<figure><img src="/files/k0zvBLJs3PdpYzBlzsgO" alt="Journey communication flow at a glance"><figcaption></figcaption></figure>

{% stepper %}
{% step %}

#### Event occurs

* A shipment or order event happens, such as a tracking being created, a delay being detected or a parcel being delivered
  {% endstep %}

{% step %}

#### Check for a matching trigger

* The system looks at your journey triggers to see whether any of them are configured for that event
  {% endstep %}

{% step %}

#### Review configured rules

* The journey setup together with the trigger and communication settings are reviewed
  {% endstep %}

{% step %}

#### Check available order or shipment data

* The system verifies whether the current order or shipment data matches the configured requirements
  {% endstep %}

{% step %}

#### Send communication

* If everything matches, the journey carries out the final step: sending a message through the selected channel to the right recipient
  {% endstep %}
  {% endstepper %}

{% hint style="info" icon="book" %}
**Check out the parcelLab guides**

For further information on configuring journeys, see our [user guide documentation](https://docs.parcellab.com/guides/experience-design/automation/journeys).
{% endhint %}

## Configuring Triggers

The following section describes the configuration required for the trigger builder.

A trigger brings together the following parts:

* Trigger events - the order or shipping update that occurs (for example: a carrier status event like `InTransit`)
* Trigger filters - the rules that decide whether the communication should be sent
* Trigger actions – the message that should be sent via the configured channel

You can add trigger filters that include:

* Checkpoints (that is: carrier scans and status events)
* Order or tracking creation
* Article-based logic (for example: customers purchasing from a specific product category)

Trigger actions may also be combined to create more complex triggers (for example: to trigger a message two hours after a checkpoint) and test communications can be sent to ensure success before going live.

### Customer Requirements

For the feature to work, you need to provide the following:

* Order information through any of our available [data integration methods](/docs/platform/data-integration.md#data-integration-methods)
* Checkpoint data from your carriers
* Defined message types to be sent during the post-purchase journey (for example: dispatch confirmation, [click and collect](/docs/engage/messages-and-journeys/overview/click-and-collect.md) notifications)
* Additional inputs or conditions that define when to trigger each message type in your post-purchase communication flow

## Using the Trigger Builder

For more information on how this feature supports your use of parcelLab, please refer to the following articles listed.

The trigger builder supports the following features:

* [Standard Email Communication](/docs/engage/messages-and-journeys/overview.md#overview)
* Integration with other communication channels such as [SMS](/docs/engage/messages-and-journeys/overview/parcellab-sms.md)
* [Click and Collect](/docs/engage/messages-and-journeys/overview/click-and-collect.md)
* [Split Shipments](/docs/engage/messages-and-journeys/configuration/split-shipments.md)
* [Returns Communication](/docs/retain/returns-communication.md)

Using the trigger builder supports the following use cases:

* [Untracked Deliveries](/docs/engage/messages-and-journeys/overview/untracked-deliveries.md)
* [Opt-in Management ](/docs/engage/messages-and-journeys/overview/opt-in-management.md)and [Segmentation](/docs/engage/messages-and-journeys/overview/segmentation.md)
* [Push Notifications](/docs/engage/messages-and-journeys/overview/push-notifications.md) (for example: to your brand’s mobile app)


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