Upcoming Deprecation of New Survey Triggers [Q1 2021] | XM Community

Upcoming Deprecation of New Survey Triggers [Q1 2021]

KatharineS
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We have been busy improving and innovating the Actions tab so that it can act as a hub of all the workflows in your projects. With the introduction of the Email Task to meet the needs of the Email Trigger, the XM Directory Task to meet the needs of a Contact List Trigger, and the Salesforce Workflow Rule Event and Salesforce Task to replace Salesforce triggers, we will be working towards phasing out Triggers.

Deprecation of New Triggers


Deprecation of Triggers WarningStarting January 18, 2021, you will not be able to create new triggers, and will instead see the message displayed above. We advise you to use the corresponding features in the Actions tab instead of triggers. 
You will still have access to existing triggers, and be able to edit them as needed.

Actions vs. Triggers


Overall, the Actions tab gives you more flexibility regarding the types of events that can lead to the creation of emails and contact lists, and also offers more tasks and integrations that can result from a survey response being submitted. However, the Email Task and XM Directory Task also have specific improvements over their respective predecessors.
Improvements the Email Task has over Email Triggers:
  • Pull in library messages (and thus translations) for subject lines and messages.

  • Better response reports, with more capabilities.

  • Greater brand admin control over valid email domains.

  • Action Reporting for troubleshooting why an email did not send.

Improvements the XM Directory Task has over Contact List Triggers:
  • Specify transactional data.

  • Integration with survey distributions.

See Salesforce Best Practices for a summary of improvements the Actions tab offers over the the Tools menu setup.

Eventual Deprecation of Existing Triggers


The soonest we will start phasing out existing triggers is currently undetermined. Leading up to this time, it is important to start migrating existing triggers that your workflow relies on to the Actions tab.

Moving Older Triggers to the Actions Tab



Qtip: When adding an Event, you will most likely need to choose Survey Response, and for the response type, select Created.

Qtip: Conditions are not required, but can enhance an experience. For example, we may want to make sure the contact information for a respondent wasn’t left empty before adding them to a contact list.
Workflow Conditions

Qtip: Save messages you want to use in Email Task as General Messages. Save subjects as Email Subjects.
For Salesforce, see the following pages:

Edit: Date of new trigger deprecation moved from January 18, 2021 to Q1 2021; more specific date to come. Estimated date of triggers being phased out entirely is undetermined.

33 replies

estremf
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https://community.qualtrics.com/XMcommunity/discussion/comment/42615#Comment_42615Are you taking new survey links or using the existing survey links in your tests? I think this may be happening to you if you are using the same surveys links that were already open...
Also, when setting up the triggers in workflow, there is a little option at the top for either having "All" or "Any" of the conditions be met...this could be a reason why you are getting all your workflow conditions to trigger.

AmaraW
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Hi CANATSU! Hmmm, this sounds like it may not be intended functionality. If you have not yet already, we’d recommend reaching out to our Support team, as they are best equipped to handle an issue like this! 😁

C
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I just spent the last 24 hours moving my conditional emails to workflow from triggered emails. Even though I deleted my triggers, they are still "active" so I am getting double emails. In addition, the logic options in workflow are not intuitive. For a new survey response I am getting all my workflow emails even though they do not meet the conditions. I am at risk of being able to launch a new survey tomorrow if I can't figure this out. Help! Please!

estremf
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Hi,
I am finding I cannot set triggers within the Actions area unless a response is submitted. It would be nice if the action trigger email could be setup to send upon just an answer given to a question and clicking on "Next" instead of just on survey submittals

Tonya_Fulton
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I moved all my triggers to the Actions / Tasks but some are not updating the contacts within the directory. Has this not been fixed yet?

H

I just found out about the planned deprecation of triggers, which will cause huge problems to a great number of procedures set up for our programs. This extremely worries me. Qualtrics really should maintain existing triggers. If deprecation is inevitable, sufficient time should be given for migration while ensuring the full compatibility of features. It is a relief to hear "triggers will not be deprecated in the near future." However, more details would be greatly appreciated about the plan.

GuinevereM
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At this time, we do not have an impending date for the deprecation of triggers; triggers will not be deprecated in the near future. We will update you as soon as we have additional information and an updated timeline from our product team!
uhrxx005 - to provide a little more information on your inquiry. Thank you so much for the patience!

LaurenK
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Thanks for the tag uhrxx005! An official deprecation date has not yet been established, but additional client communications are set to make way this quarter.

U
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LaurenK It appears that the Triggers were never deprecated. Is there a new date for when they will be deprecated?
Thanks!

A
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https://www.qualtrics.com/community/discussion/comment/33142#Comment_33142After email triggers feature has been deprecated, will an existing email trigger continue working? I hope I can keep my existing email trigger indefinitely. Is it the correct assumption?

My qualtrics form for student advising heavily relies on the email trigger. I do not see how I can replicate the same functionality without email trigger

TomG
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https://www.qualtrics.com/community/discussion/comment/33139#Comment_33139I have not tested them lately. Last time was about 2 months ago and they hadn't been fixed.

U
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TomG Have you had a chance to test the concerns we raised on this thread to see if they are fixed. It looks like they plan to go ahead with the deprecation on 1/18. I have been on leave the last 3 months so I haven't had a chance to confirm that these missing features are now working but I plan to try to test them next week if you haven't already.

S

https://www.qualtrics.com/community/discussion/comment/25334#Comment_25334Thank you for sharing #2 - SM Directory action for updates to existing contacts not working as expected. I am building out the SFDC integration - Triggering and emailing surveys using the Actions & Tasks feature, and have hit a snag with this issue of not being able to update existing contacts. I have reached out to support for assistance in this regard. Glad I read this discussion chain.

LaurenK
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Hi uhrxx005! I'll be reaching out to you via direct message to gather a bit more information about this. Thanks!

U
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KatharineS Emily
I just tried to transition my triggers to Actions for a project and ran into another limitation of the Actions tab. The XM Directory Action does not work if anonymize responses is turned on. Contact List Triggers do not have this issue.
This is a critical limitation that really needs to be fixed before triggers are fully deprecated. I have contacted support about this but they are telling me this is intended functionality. I was under the impression that Actions would at least have the same features/functionality as triggers but that is clearly not the case. We work with a lot of anonymous projects and we absolutely need this functionality. I'm sure others do as well.

KatherineD
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Is this message supposed to be showing up when one tries to create new triggers now? It does not and it was not until I sent a problem with a trigger email to support that I found out they are being phased out.

It would be really helpful to have known this was happening before today, when Support's response was "Unfortunately, because Email Triggers are in the process of being deprecated, we cannot troubleshoot this issue further." and send the link to this Community post as our "solution"



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U
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Emily I did relay this info to support. I really hope they fix this before the triggers are deprecated

Emily
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Hi uhrxx005! The best way to make sure this information is relayed to our Engineering team is to file a ticket with our Support team. That way they can make sure to triage your issue and get it in a queue to be actioned. You can reach out to them via your Support Portal.

U
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KatharineS ,
I wanted to let you know that using the Actions to add ED to an existing contact is still broken. It successfully adds the ED, but it also removes any ED that already exists for that contact.

A
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Piping into "Reply-To Email" in "Actions>Tasks" is not supported, but must be supported.
Please communicate this to your engineers. It's not just a "new idea". It is absolutely a "must"

KatharineS
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uhrxx005 Unfortunately we don't have a more specific date at this point in time. However, rest assured, you will be notified when there is a more specific date.

U
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TomG thanks for testing that. KatharineS, I don't really see how that is a support issue. This functionality is absolutely essential and needs to be working before Triggers are deprecated.
Do you have a more specific time frame for when the triggers will stop working? Late 2020 is very vague and we are trying to plan ahead for our longitudinal projects and projects launching this fall. We cannot afford to have triggers break during data collection.

KatharineS
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Alex_WLU & TomG Those sound like concerns that would be better answered by our support team. You can submit a support ticket here

TomG
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KatharineS - Now that "Update recipient from survey response" has been added to the XMD action I wanted to provide an update on my testing. It doesn't work if the email address is empty (piped in as ${e://Field/RecipientEmail}). The action doesn't update the contact (XM Directory) and doesn't report an error. This is not an issue with Contact Triggers, so the XMD action is still missing the update functionality of Contact Triggers.

A
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My qualtrics form is used for student registration overrides as well as students advising. Students submit the form and their submitted data arrives to academic advisor as a triggered email. Based on the email message, advisor gives an override to the student and/or provides an advise via reply to the triggered email.
For each student submission, one email messaged is triggered.
Will I be able to move my entire triggered email setup to  the Actions Tab while preserving its full functionality?
I want to be sure that my existing email trigger will work at least until the end of September, when the Fall student registration will be over.
there are hundreds of students submissions per month



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