[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:115:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":55,"category":59,"relatedArticles":61,"relatedTagsArticles":72},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":52,"tags":32,"includeForAi":19,"authorName":54},115,21,"Creating an external event","\u003Cp>\u003Cstrong>Permissions:\u003C\u002Fstrong> Workspace \u003Cstrong>Admin\u003C\u002Fstrong> or configured role permissions\u003C\u002Fp>\u003Ch2>Where it is\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Settings → Automation Builder → External Events\u003C\u002Fstrong> tab\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>What the page is for\u003C\u002Fh2>\u003Cp>External Events let monitoring or business systems \u003Cstrong>signal Pleased\u003C\u002Fstrong> when something important happens (e.g. payment success rate drops, a fraud spike, a region outage). Matching rules then \u003Cstrong>turn existing Ticket Triggers, Chat Triggers, or Automations on or off\u003C\u002Fstrong> so the helpdesk automatically changes mode.\u003C\u002Fp>\u003Cp>Example narrative\u002Fcase:\u003C\u002Fp>\u003Cblockquote>When Grafana reports that card withdrawal success rate is critically low, an External Event rule can \u003Cstrong>activate\u003C\u002Fstrong> a Ticket Trigger that tags and prioritises payment tickets, and later another event (or status) can \u003Cstrong>deactivate\u003C\u002Fstrong> that trigger when the incident clears.\u003C\u002Fblockquote>\u003Ch2>List page\u003C\u002Fh2>\u003Cul>\u003Cli>\u003Cstrong>Columns -\u003C\u002Fstrong> Rank, Title, Updated by, Last update, Created at, Created by, Status, Actions\u003C\u002Fli>\u003Cli>\u003Cstrong>Add\u003C\u002Fstrong> - \u003Cstrong>Add External Event\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Special CTA\u003C\u002Fstrong> - \u003Cstrong>Generate JSON Structure\u003C\u002Fstrong> - sample payload\u002Fexpected structure for integrators\u003C\u002Fli>\u003Cli>\u003Cstrong>Search\u003C\u002Fstrong> - By title\u003C\u002Fli>\u003Cli>\u003Cstrong>Filters\u003C\u002Fstrong> - Active \u002F Inactive\u003C\u002Fli>\u003Cli>\u003Cstrong>Rank\u003C\u002Fstrong> - Reorder active rules (move up\u002Fdown)\u003C\u002Fli>\u003Cli>\u003Cstrong>Status\u003C\u002Fstrong> - Per-row and bulk activate \u002F deactivate\u003C\u002Fli>\u003Cli>\u003Cstrong>Row actions\u003C\u002Fstrong> - Edit, Clone, Move (when active), Delete\u003C\u002Fli>\u003C\u002Ful>\u003Cp>New rules are created \u003Cstrong>active\u003C\u002Fstrong>. Active\u002Finactive is managed from the list (not as a separate form toggle on save).\u003C\u002Fp>\u003Ch2>Create \u002F Edit form (sections)\u003C\u002Fh2>\u003Ch3>A. General\u003C\u002Fh3>\u003Cul>\u003Cli>\u003Cstrong>Title\u003C\u002Fstrong> - Required, max 255. Human name for the rule.\u003C\u002Fli>\u003Cli>\u003Cstrong>Description\u003C\u002Fstrong> - Optional, max 200. Why this rule exists.\u003C\u002Fli>\u003Cli>\u003Cstrong>Event type\u003C\u002Fstrong> - Required, max 255. Must \u003Cstrong>exactly match\u003C\u002Fstrong> the inbound payload’s \u003Ccode>eventType\u003C\u002Fcode>.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>B. Conditions\u003C\u002Fh3>\u003Cp>Two groups (same pattern as other business rules):\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Meet all\u003C\u002Fstrong> - every listed condition must match\u003C\u002Fli>\u003Cli>\u003Cstrong>Meet any\u003C\u002Fstrong> - at least one must match\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Each condition row:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Data key \u002F property name\u003C\u002Fstrong> - Top-level key under the event’s \u003Ccode>data\u003C\u002Fcode> object\u003C\u002Fli>\u003Cli>\u003Cstrong>Data type\u003C\u002Fstrong> - Integer, Floating Point, String, Date, Datetime\u003C\u002Fli>\u003Cli>\u003Cstrong>Operator\u003C\u002Fstrong> - Depends on type (see below)\u003C\u002Fli>\u003Cli>\u003Cstrong>Value\u003C\u002Fstrong> - Compared against the inbound value\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Operators by data type:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Integer, Floating Point, Date, Datetime\u003C\u002Fstrong> - IS, IS NOT, ≥, ≤\u003C\u002Fli>\u003Cli>\u003Cstrong>String\u003C\u002Fstrong> - IS, IS NOT only\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Matching rules:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Keys are \u003Cstrong>flat\u003C\u002Fstrong> - \u003Ccode>data.region\u003C\u002Fcode> works; nested paths are not supported.\u003C\u002Fli>\u003Cli>String match is exact (watch casing \u002F spaces).\u003C\u002Fli>\u003Cli>Server allows \u003Cstrong>at most 25 conditions total\u003C\u002Fstrong> across both groups.\u003C\u002Fli>\u003Cli>At least one condition is required.\u003C\u002Fli>\u003Cli>Two External Event rules cannot share the same event type \u003Cstrong>and\u003C\u002Fstrong> the same condition sets.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>C. Actions \u003C\u002Fh3>\u003Cp>Pick \u003Cstrong>one\u003C\u002Fstrong> of:\u003C\u002Fp>\u003Cul>\u003Cli>Set \u003Cstrong>Ticket Trigger\u003C\u002Fstrong> Active \u002F Inactive\u003C\u002Fli>\u003Cli>Set \u003Cstrong>Chat Trigger\u003C\u002Fstrong> Active \u002F Inactive\u003C\u002Fli>\u003Cli>Set \u003Cstrong>Automation\u003C\u002Fstrong> Active \u002F Inactive\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Then select the \u003Cstrong>existing\u003C\u002Fstrong> rule to control.\u003C\u002Fp>\u003Cp>If that rule is already in the desired state when the event arrives, Pleased skips it (no-op).\u003C\u002Fp>\u003Ch3>D. No schedule\u003C\u002Fh3>\u003Cp>Unlike time-based Automations, External Events have \u003Cstrong>no frequency \u002F schedule\u003C\u002Fstrong> section. They run when an inbound event is accepted.\u003C\u002Fp>\u003Ch2>Priority \u002F rank\u003C\u002Fh2>\u003Cul>\u003Cli>Rules are ordered; \u003Cstrong>higher priority is considered first\u003C\u002Fstrong> when several match the same event type.\u003C\u002Fli>\u003Cli>Rank controls apply to the \u003Cstrong>active\u003C\u002Fstrong> list.\u003C\u002Fli>\u003Cli>New\u002Freactivated rules go to the \u003Cstrong>end\u003C\u002Fstrong> of the active list.\u003C\u002Fli>\u003Cli>Per inbound event, Pleased considers up to a capped number of processable rules (platform default: 50).\u003C\u002Fli>\u003C\u002Ful>\u003Ch2>Dependency when deleting a trigger\u002Fautomation\u003C\u002Fh2>\u003Cp>If you delete a Ticket Trigger, Chat Trigger, or Automation that an External Event rule points at, the product warns and lists dependent External Event rules (with links).\u003C\u002Fp>\u003Cul>\u003Cli>Affected External Event rules can show the target as \u003Cstrong>(Deleted)\u003C\u002Fstrong> in the form.\u003C\u002Fli>\u003Cli>Confirm with product\u002Feng before documenting that dependents are \u003Cstrong>automatically\u003C\u002Fstrong> set Inactive — UI copy suggests this; automatic cascade was not clearly verified in backend code.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Deleting an External Event rule itself is a normal delete confirmation only.\u003C\u002Fp>","2026-10-20T13:35:01.000+00:00",11,"2026-10-20T14:44:19.000+00:00","Connor Paterson",[56],{"id":48,"brandId":18,"categoryId":57,"parentSectionId":32,"position":48,"title":58,"description":58,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},7,"External Events",{"id":57,"brandId":18,"position":57,"title":60,"description":60,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Triggers and Automation Rules",[62,65,66,69],{"id":63,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":64,"titleTranslated":32,"position":63,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},114,"Generating Access Tokens",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":67,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":68,"titleTranslated":32,"position":67,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},117,"Access Tokens FAQs",{"id":70,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":71,"titleTranslated":32,"position":70,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},118,"External Event FAQs",[]]