Virtual Agent 2.0 Workflow and Triggers

By default, VA 2.0 generates account notes when consumers interact with the system. There are specific triggers for consumer interactions within VA 2.0 available to customize workflow.

Available Triggers

Each trigger can be paired with an Action Path to automate responses to specific consumer actions in VA 2.0:

1. onAfterVirtualAgentDispute: Fires after a consumer submits a dispute from VA 2.0.

2. onAfterVirtualAgentDocumentsUploaded: Fires after a consumer uploads a document from VA 2.0.

3. onAfterVirtualAgentMessage: Fires after a consumer submits a message via the Contact Us page.

4. onAfterVirtualAgentPersonInsert: Fires after a consumer registers an account.

5. onAfterVirtualAgentPersonUpdate: Fires after a consumer updates their name, date of birth, or Social Security Number (SSN). Also fires after a consumer updates contact information.

6. onAfterVirtualAgentPersonContactUpdate: Fires after a consumer updates contact information (Address, phone, email). Default settings respect Do Not Call/Mail/Email/Text preferences from the primary account.

7. onAfterVirtualAgentPaymentDelay: Fires after a consumer delays payment.

8. onAfterVirtualAgentPaymentSkip: Fires after a consumer skips a payment.

9. onAfterVirtualAgentPaymentFail: Fires after a failed payment in VA 2.0.

VA Pages, Consumer Actions & Available Triggers

To fully leverage these triggers and create tailored workflows, you'll need to configure your action paths accordingly. Each trigger corresponds to a specific consumer action, allowing you to automate processes within VA 2.0.

Account Profile Registration Page

1. Action: Consumer registers a new account.

2. Workflow Note: Creates an account note when a consumer successfully logs in.

3. Setup Action Path Workflow: Set up the trigger onAfterAccountPersonInsert with an action path for customizable workflow.

Edit Account Page

1. Action: A registered consumer account is updated (e.g., Date of Birth or SSN update).

2. Workflow Note: Creates an account note for each change.

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentPersonUpdate with an action path for customizable workflow.

Contact Options Page

1. Action: A consumer updates their account contact details (e.g., email, phone, address).

2. Workflow note: Creates an account note for each change.

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentPersonContactUpdate with an action path for customizable workflow.

Dispute Page

1. Action: Consumer initiates a dispute within VA 2.0.

2. Workflow Note: Generates an account note containing the consumer's provided reason, along with file names if attached.  

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentDispute with an action path for customizable dispute resolution.

Document Upload Page

1. Action: Consumer uploads a document.

2. Workflow Note: Creates an account note with a message from the consumer (if provided).

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentDocumentUploaded with an action path for customizable workflow.

Contact Us Page

1. Action: A consumer submits a message.

2. Workflow Note: Creates an account note with the message from the consumer.

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentMessage with an action path for customizable workflow.

Modify Plan Page

Scheduled Payment Delay

1. Action: Consumer delays a payment

2. Workflow Note: Creates an account note with payment delay information

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentPaymentDelay to handle delayed payments.

Skip Payment

1. Action: Consumer skips a payment

2. Workflow Note: Creates an account note with skip payment information

3. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentPaymentSkip to handle skipped payments.

Failed Payment

1. Action: Consumer payment made via VA fails.

2. Setup Action Path Workflow: Set up the trigger onAfterVirtualAgentPaymentFail with an action path for customizable workflow.

Read Creating an Action Path for additional information.