Workflow Triggers
Choose the business event that should start your follow-up.
In the CRM: Workflows → Create Workflow → Trigger
Start at the right moment
A trigger answers “When should this begin?” The right choice prevents a useful follow-up from starting too early, too late or from the wrong source.
For example, use Lead Imported for a list you bring into Mango9, SMS Received for an incoming text, or AI Call Ended when the next step depends on an AI conversation.
Match the event to the job
| Event | A practical use |
|---|---|
| Lead Created / Lead Created (API) | Start follow-up when the matching CRM or connected-system creation event arrives. |
| Lead Imported | Give newly imported contacts an organized staff follow-up. |
| Facebook Lead Form Submitted | Respond to a connected Page’s enquiry form; choose the account, Page and form. |
| Lead Assigned / Lead Shared | Notify the team when ownership or access changes. |
| Lead Status Changed / Lead Score Changed | Move a qualified enquiry into the next stage of your process. |
| SMS Received / SMS Sent | Respond to incoming text activity or follow a recorded outgoing message. |
| AI Call Ended | Continue according to the selected AI agent, call result and outcome. |
| Appointment Scheduled / Completed / Cancelled | Keep staff informed when an appointment changes. |
| Lead Routed to Campaign / Lead Sold | Add follow-up around a campaign delivery or sale. |
| Lead Disputed / Lead Dispute Approved | Create an internal follow-up after a campaign review event. |
| Manual Trigger | Use a process started deliberately rather than waiting for a customer event. |
Add a condition when only some contacts should continue
A trigger starts the workflow; a condition makes a decision inside it. For a local offer, compare State with California. Matching leads can continue to a staff task, while other leads jump to a note or finish the workflow.
For AI conversations, use the recorded AI call result or outcome. For SMS, use the incoming message or receiving number when choosing the appropriate follow-up. Make the condition match the actual values recorded on your contacts.
Keep the trigger and follow-up connected
Use the event from the actual source of the enquiry. A Facebook form, a CSV import and a manually added contact are different starting points. Check one representative event and its job before applying the process to a larger campaign.
Use a delay inside the workflow when you want to wait between steps. For a planned text campaign, use Messaging → Drip Campaigns. For a continuing AI text conversation, configure the AI agent and its number in the AI Agents screens.