Genesys Cloud - Main

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Jonathan, you are meaning the expressions within the Architect actions in the flows, correct?

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Hello Anik,

I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get.

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Adding @Jason Tedjosoesilo to share the highlighted green.

Hello Anik,

I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get.

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Hi @Jonathan Nolan,

On those highlighted formulas, we have

• For count check: State.queueIdx < Count(GetJsonObjectProperty(Flow.jsonData, "queueIds"))
• For Find Queue By ID: ToString(GetAt(GetJsonObjectProperty(Flow.jsonData, "queueIds"), State.queueIdx))
• For Update Data: AddJsonArrayItem(State.queues, JsonParse(JsonStringify(State.Queue)))
  • This is assuming you have the State.queues array variable initialized

Screenshot below for assigning: State.queues

In the demo, this is how we iterate through the queues found in the notification, and we can add additional information, filtering/conditionals or data actions if needed. In this case, the iteration is meant to help generate the email sent out in the demo.

Thanks for using the feature. Let us know if there are any other concerns.

Adding @Jason Tedjosoesilo to share the highlighted green.

Hello Anik,

I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get.

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Thank you Jason!! I'm trying to learn this piece of it so appreciate the help. One last thing, was is the expression for the Notification Body of the Send Email?

Hi @Jonathan Nolan,

On those highlighted formulas, we have

• For count check: State.queueIdx < Count(GetJsonObjectProperty(Flow.jsonData, "queueIds"))
• For Find Queue By ID: ToString(GetAt(GetJsonObjectProperty(Flow.jsonData, "queueIds"), State.queueIdx))
• For Update Data: AddJsonArrayItem(State.queues, JsonParse(JsonStringify(State.Queue)))
  • This is assuming you have the State.queues array variable initialized

Screenshot below for assigning: State.queues

In the demo, this is how we iterate through the queues found in the notification, and we can add additional information, filtering/conditionals or data actions if needed. In this case, the iteration is meant to help generate the email sent out in the demo.

Thanks for using the feature. Let us know if there are any other concerns.

Adding @Jason Tedjosoesilo to share the highlighted green.

Hello Anik,

I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get.

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents:

Of course, glad to help!

Here's just one approach for creating the email you'd like. I would note that a lot of the Replace functionality was used to clean up the presentation. 

The Notification Body structure there was:
Append(
  Append(
    Append(
      Append(
        Append(
          Append(
            "Low overall sentiment was detected in a conversation.\n\nOverall Score: ",
            Replace(
              JsonStringify(GetJsonObjectProperty(Flow.jsonData, "sentimentOverallScore")),
              "\"", ""
            )
          ),
          "\nTrend Score: "
        ),
        Replace(
          JsonStringify(GetJsonObjectProperty(Flow.jsonData, "sentimentTrendScore")),
          "\"", ""
        )
      ),
      "\n\nQueues involved:\n\n"
    ),
    Replace(
      Replace(
        Replace(
          Replace(
            Replace(
              Replace(
                Replace(
                  Replace(
                    Replace(
                      JsonStringify(State.queues),
                      "[", ""
                    ),
                    "]", ""
                  ),
                  "},{", "\n\nQueue ID: "
                ),
                "{\"id\":\"", "Queue ID: "
              ),
              "\",\"name\":\"", "\nQueue Name: "
            ),
            "\"}", ""
          ),
          "\"", ""
        ),
        ",", ""
      ),
      "}", ""
    )
  ),
  Append(
    Append(
      "\n\nInteraction Link:\nhttps://apps.inindca.com/directory/#/analytics/interactions/",
      Replace(
        JsonStringify(GetJsonObjectProperty(Flow.jsonData, "conversationId")),
        "\"", ""
      )
    ),
    "/admin"
  )
)

We also have a simpler email formatting found in the Developer Documentation here.

Thank you Jason!! I'm trying to learn this piece of it so appreciate the help. One last thing, was is the expression for the Notification Body of the Send Email?

Hi @Jonathan Nolan,

On those highlighted formulas, we have

• For count check: State.queueIdx < Count(GetJsonObjectProperty(Flow.jsonData, "queueIds"))
• For Find Queue By ID: ToString(GetAt(GetJsonObjectProperty(Flow.jsonData, "queueIds"), State.queueIdx))
• For Update Data: AddJsonArrayItem(State.queues, JsonParse(JsonStringify(State.Queue)))
  • This is assuming you have the State.queues array variable initialized

Screenshot below for assigning: State.queues

In the demo, this is how we iterate through the queues found in the notification, and we can add additional information, filtering/conditionals or data actions if needed. In this case, the iteration is meant to help generate the email sent out in the demo.

Thanks for using the feature. Let us know if there are any other concerns.

Adding @Jason Tedjosoesilo to share the highlighted green.

Hello Anik,

I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get.

Those actions should be part of the Toolbox found for Workflow type in Architect.

Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you!

Hello Anik,

Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted:

You can see some of the expressions in these 2 pages:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/topics-notifications

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/sentiment-notifications

In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you!

Hello everyone,

We're excited to introduce a smarter way to act on customer insights in Genesys Cloud: Process Automation Triggers with filters for Topics, Sentiment, and Empathy.

🔎 What Is This Feature?

Process Automation Triggers let you automatically initiate workflows after an interaction has ended, based on what was detected during the conversation. This means you can take action right away-without relying on supervisors or agents to manually flag issues.

💡 Why It Matters

• Topics: Launch workflows when certain intents are detected, like "Billing Issue" or "Cancellation".

• Sentiment: Trigger follow-ups when a customer's overall sentiment score falls below a threshold.

• Empathy: Identify when agent empathy is strong-or lacking-and trigger coaching or recognition workflows accordingly.

🛠 How It Works

1. Go to Admin → Architect → Triggers and create a new trigger.

2. Select one of the new filter types:

   • Topics via v2.speechandtextanalytics.conversation.{id}.topics
   • Sentiment via v2.speechandtextanalytics.conversation.{id}.sentiment
   • Empathy via v2.speechandtextanlytics.{id}.empathy

3. Define your condition (e.g., "Billing Issue" topic detected, Sentiment < –20).

4. Set the outcome-send an alert, create a follow-up task, or start an escalation workflow.

5. Save, test, and activate.

⚠️ Note: These triggers fire after the interaction ends, not during the live conversation.

📌 Use Cases

✅ Best Practices

• Start with one or two high-value triggers before scaling up.

• Be specific with thresholds and topic filters.

• Test your triggers to ensure the workflow aligns with your goals.

By acting immediately after interactions wrap up, you can close the loop faster, improve customer satisfaction, and strengthen agent performance.

We can't wait to see how you use this to build more intelligent automation!

Additional Resources

Resource center article - https://help.mypurecloud.com/articles/process-automation-triggers-with-topics-sentiment-and-empathy.

The technical configuration of these triggers requires specific setup steps, which are covered in the following documents: