Trigger Links

A trigger link is a trackable URL that redirects contacts to a destination while recording the click and firing a predefined automation. Unlike standard hyperlinks, trigger links connect to the workflow engine, logging every click on the contact’s timeline and launching any workflow you configure. This makes them powerful for behavior-based marketing, turning every click into data and automation opportunities.

What Trigger Links Do

Trigger links work across SMS, email, Google Business Profile messaging, Facebook and Instagram DMs, and WhatsApp:

Two-part action: When clicked, the link redirects the contact to your destination URL (landing page, offer, calendar) and fires an automation event the workflow engine can listen for. The system identifies the contact through message context and records the click on their timeline.

Workflow integration: Use the Trigger Link Clicked trigger in workflows to start any automation when a specific link is clicked. Add email follow-ups, apply tags, create opportunities, send internal notifications, or any workflow action.

Wait step compatibility: Add a Wait action in workflows that pauses until the contact clicks a specific trigger link. Enable the Timeout toggle to skip the wait after a defined period if they never click.

Dynamic URLs with custom values: Assign a custom value (like “Current Promotion URL”) as the destination for a trigger link. Update the custom value each month to point to a new offer, and every message using the trigger link automatically redirects to the updated URL.

Channel-specific unsubscribe management: Create separate trigger links for each channel (SMS, email) so contacts can opt out of one without losing communication on others. Connect each link to a workflow that updates the contact’s DND settings for that channel.

Key Configuration Options

Creating a trigger link: Navigate to Marketing > Trigger Links > Links and click Add Link. Enter a descriptive name (e.g., “Spring Sale Offer,” “Appointment Confirmation”) and the destination URL. Copy the generated trigger link URL (it routes through the platform’s tracking system before redirecting).

Inserting in messages: When composing SMS, email, or chat messages (manually or in workflows), place your cursor where you want the link and use the Trigger Link insert option or custom value picker. Select the trigger link by name from the dropdown. For emails, hyperlink the trigger link to anchor text using the email editor’s link tool.

Workflow trigger setup: Go to Automation > Workflows, create or open a workflow, add a Trigger Link Clicked trigger, and select the specific link that activates the workflow. Only that link will fire the workflow, not every trigger link in your account.

Wait step configuration: Add a Wait action in workflows, set the wait condition to Trigger Link Clicked, select the specific link, and enable the Timeout toggle to skip after a defined time (e.g., 3 days). Prevents contacts from being stuck indefinitely if they never click.

Branding with custom API domain: Set up a custom API domain at Agency Settings > API Domain to brand all trigger links with your agency’s domain instead of the platform’s generic tracking domain. One API domain applies across all locations and sub-accounts.

Power Features

Appointment confirmation workflow: Build a workflow with Appointment Booked trigger, send SMS with confirmation link, add Wait for Trigger Link Clicked with 24-hour timeout, then branch: if confirmed (clicked), send confirmation email; if timed out (no click), send reminder SMS. Available as pre-built recipe: “Appointment Confirmation + Reminder + Survey + Review Request.”

Unsubscribe link workflow: Create trigger links named “Unsubscribe from SMS” and “Unsubscribe from Email” pointing to confirmation pages. Build workflows with Trigger Link Clicked triggers filtered to each link. Add actions to update DND settings for the relevant channel only.

Multi-channel engagement tracking: Create separate trigger links for SMS, email, and social channels that point to the same offer. Track which channel drives the most clicks and conversions by reviewing trigger link analytics at Marketing > Trigger Links.

Dynamic URL updates: Create a custom value at Settings > Custom Values (e.g., “Monthly Promo URL”), assign it as the destination for your trigger link, then update the custom value monthly. All future clicks redirect to the new URL without editing messages or workflows.

Pro Tips

• Name links descriptively with action and channel (e.g., “Spring Sale SMS Link,” “Spring Sale Email Link”) to track performance independently, even if they point to the same destination.
• Use one trigger link per action for granular data. Create separate links for each campaign or message type to measure which one drove clicks.
• Always test before sending: Send a test message, click the link, verify it redirects correctly, check the workflow fires, and confirm the click appears on the contact’s timeline.
• Keep destination URLs active: Regularly audit trigger links to ensure destinations are still live. Update expired URLs to relevant alternatives instead of leaving them pointing to 404 errors.
• Combine with tags for segmentation: When a contact clicks a trigger link, use workflows to add tags like “Interested: Premium.” Filter future campaigns by these tags for increasingly personalized communication.

Common Questions

What channels support trigger links?

Trigger links work in SMS, email, Google Business Profile messaging, Facebook Messenger, Instagram DMs, and WhatsApp. They do not work in funnel or website page elements.

Can I change the destination URL of an existing trigger link?

Yes. Go to Marketing > Trigger Links, find the link, and edit the URL field. The trigger link URL that contacts click stays the same; only the final redirect destination changes. This does not affect clicks that have already occurred.

What happens when a contact clicks a trigger link?

Three things happen simultaneously: the contact is redirected to the destination URL, the click is logged on the contact’s activity timeline, and any workflows with a matching Trigger Link Clicked trigger are activated.

Can multiple workflows respond to the same trigger link?

Yes. You can create multiple workflows that all use the same trigger link as their trigger. Each workflow will fire independently when the link is clicked.

How do I prevent a workflow from firing multiple times for the same contact?

Add a condition or if/else branch at the start of your workflow that checks whether the contact already has a specific tag or has been processed. Alternatively, use the workflow’s built-in “Allow Re-entry” settings to control whether contacts can trigger the same workflow more than once.