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Configure the New lead trigger in Engage

  • Updated

The New lead trigger reaches out automatically the moment a new lead is created through a supported acquisition source. This article explains how it differs from the member rules, what to set up first (marketing consent, double opt-in, duplicate first contact), how to open and configure the trigger, how leads are targeted and contacted, and how to test it safely.

Contents

How the New lead trigger is different

Most Engage rules run on the Members audience: they evaluate your member base on a daily schedule. The New lead trigger sits on the Leads audience and works differently. It is event-driven: when a lead is created through a supported acquisition source, Engage evaluates that one lead immediately. There is no scheduled run and no historical scan of existing leads.

If the lead matches your conditions, Engage can contact them by Email, SMS, or WhatsApp. A few things that apply to member rules do not apply here:

  • There is no audience preview, no schedule, and no A/B split. The global A/B setting on the Configuration tab does not apply to leads.
  • Push notifications via the MySports App are not available for the New lead trigger.
  • The trigger already exists and cannot be created or deleted. You can edit it and switch it on or off, but there is no Add trigger button for New lead.

See also: Creating and editing trigger rules and MagicAI Engage: Overview and setup.

Before you start

Confirm the following before you configure the trigger:

  • The selected studio has an active Engage configuration and license.
  • You can view and update the Engage configuration.
  • A compatible message template exists for every channel you intend to use.
  • The relevant Email sender, SMS provider, or WhatsApp business account is configured.
  • The required channels are allowed in the studio's Marketing communication settings (see below).
  • The studio has decided, with its privacy or compliance owner, whether new marketing consent requires double opt-in.
  • If you want to filter by Campaign, you can view campaign management for the studio.
  • You know which supported acquisition source should create the lead.

Engage only contacts a lead on a channel the studio permits for marketing. Before configuring the trigger:

  1. Select the studio.
  2. Open Settings / Studio / Privacy policy.
  3. Under Communication, edit the communication settings.
  4. Find Marketing. Depending on the tenant, this row may be labelled Marketing consent.
  5. Check every channel the New lead trigger will use: Email, Text message (SMS), and/or WhatsApp.
  6. Save the changes.

An unchecked channel can cause delivery to be skipped, because the studio's privacy settings do not permit it. A lead's individual opt-out or communication stop always overrides the studio default.

Decide whether to use double opt-in

When double opt-in is active, a newly selected marketing channel can stay pending until the lead confirms it, and an Engage marketing message may be skipped while consent is pending.

Decide with the studio's privacy or compliance owner whether double opt-in is required, following applicable law and the studio's own policies. If the studio intentionally does not require double opt-in for new marketing-channel consent:

  1. Open Communication / Notifications / Notification rules.
  2. Open the studio's active configuration.
  3. Find Marketing Consent.
  4. Deactivate the event and confirm the change.

Make this decision before you run an end-to-end test. Deactivation affects future consent changes only; any existing pending double-opt-in requests may need separate review. See also: Configure automatic notifications.

This is the studio's decision. Whether to require double opt-in, or to deactivate Marketing Consent, is the studio's own responsibility and must follow applicable law. If you deactivate it, you do so at your own responsibility.

Prevent duplicate first contact

The software can also send the legacy New external lead automatic notification. If that notification overlaps with the New lead trigger, a lead may receive two messages. There is no automatic precedence between the two, so you decide which one sends the first contact.

Before enabling the trigger:

  1. Open Communication / Notifications / Notification rules.
  2. Open the studio's active configuration.
  3. Find the New external lead rule.
  4. Decide with the responsible administrator whether the legacy rule or Engage should send the first contact.
  5. Disable or narrow one of the overlapping automations.

See also: Notification events reference.

Open the New lead trigger

  1. For the studio you want to configure, open MagicAI Engage / Configuration.
  2. Scroll to Leads.
  3. Expand New lead using the arrow on the right.

Leads group with the New lead trigger expanded

Configure who should match

Use WHO — Targeting Conditions to define the target leads.

  1. Select Add Condition.
  2. Choose a field, an operator, and a value.
  3. Add more conditions if needed.

At least one condition is required. Multiple conditions are joined with AND, so every condition must match. If the new lead has no value for a configured field, the lead does not match, even when the operator is is not. Three condition fields are available: Origin type, Campaign, and lead additional fields.

WHO targeting conditions with Origin type and Campaign conditions

Origin type. Targets the acquisition source that created the lead.

Select this value Use it for
Landing page Leads created through a supported landing- or offer-page acquisition flow.
MySports Generic or legacy MySports acquisition. To include all MySports variants, use contains MySports.
MySports App Only leads from the MySports app; use is.
MySports Web Only leads from MySports Web; use is.
Member Chatbot Leads created by the member chatbot.
Open API Leads created through the Open API. Connect API is not included.
Personalised offer Use only after verifying the exact acquisition flow; see the warning below.
Important for MySports: Configure Origin type / contains / MySports if one rule should cover MySports, MySports App, and MySports Web. is MySports does not currently include the App and Web values.
Personalised offer limitation: The standard employee action for sending a personalized contract offer normally starts from an existing lead and does not produce an eligible New lead event. Do not rely on Personalised offer until that exact customer journey has been tested in your environment.

Campaign. Targets one active campaign in the selected studio.

  • is includes only the selected campaign.
  • is not excludes the selected campaign, but a lead with no campaign still does not match.
  • Only active campaigns appear in the list.
  • If campaigns fail to load, retry or ask an administrator to check your campaign access.

Because conditions use AND, you can combine origin and campaign. For example, to contact only leads from one landing-page campaign:

Field Operator Value
Origin type is Landing page
Campaign is Your active campaign

Lead additional fields. You can also select active numeric and text additional fields assigned to leads.

  • Numeric fields: is above, is at least, is below, is at most, is, and is not.
  • Text fields: is, is not, and contains.

Date, yes/no, and list fields are not available. If a referenced field is removed, deactivated, becomes unavailable to the studio, or changes type, the condition can become invalid and the trigger may be disabled automatically. Replace the invalid condition, save, and enable the trigger again.

Configure how leads are contacted

Use HOW — Delivery Channels to configure delivery.

  1. Keep an existing channel or select Add Channel.
  2. Choose Email, SMS, or WhatsApp.
  3. Select a template for the channel.
  4. Repeat for any other channel you need.

At least one channel is required, and every selected channel needs a template. The New lead trigger does not support Push or MySports App messages.

HOW delivery channels with Email and SMS and the Agent column

If the required template is missing, open MagicAI Engage / Templates, create a compatible template for the channel, then return to Configuration and select it. There is no delivery-path selector in the current New lead editor.

The Agent column shows Agent only when a channel is delivered through the MagicAI Chat AI agent, so the lead lands in a two-way conversation and can reply; otherwise it shows One-way. Only WhatsApp can use the AI agent, and only when an active MagicAI Chat configuration exists; Email and SMS are always one-way.

The lead must have a usable contact detail for at least one selected channel:

  • Email requires an email address.
  • SMS and WhatsApp require a phone number.

Privacy settings, individual consent, pending double opt-in, template status, sender or provider configuration, quiet hours, and communication frequency limits can still prevent delivery.

Save and enable

For a significant change to a live trigger, disable it first and confirm Disable trigger. This prevents new events from being evaluated against a partially revised setup. Then:

  1. Review the conditions, channels, and templates.
  2. Select Save Changes.
  3. Wait until Unsaved changes disappears. A successful save does not show a separate confirmation message.
  4. Turn on the New lead toggle.
  5. Confirm Enable trigger.

If you see Trigger not fully configured, check that at least one complete condition exists, at least one channel exists, every channel has a template, no condition has a blank value or invalid additional field, and you saved the latest changes before enabling.

Once enabled, the trigger evaluates future eligible lead-creation events. It does not process leads that already existed.

Test the trigger safely

Use an approved test studio or approved test contact details. Do not use an unsuspecting real recipient.

  1. Make the test rule narrow, for example by selecting a dedicated active campaign.
  2. Confirm the selected test channels are checked under Settings / Studio / Privacy policy / Communication / Marketing.
  3. Resolve the studio's double-opt-in decision before creating the test lead.
  4. Ensure the test contact has an email address for Email, or a phone number for SMS and WhatsApp.
  5. Enable the trigger before creating the test lead.
  6. Create the lead through a supported source, such as the intended landing page, a MySports flow, the Member Chatbot, or the Open API.
  7. Open Leads / Overview and verify the lead's origin, campaign, and additional-field values.
  8. Open MagicAI Engage / Delivery and inspect the corresponding result.
  9. Disable or restore the test configuration when finished.
Do not test by manually adding or editing a lead in the web client. Manual lead creation and later edits do not produce an eligible New lead event. The general Run now control under Delivery may list the enabled trigger, but manual execution is not supported for New lead and will fail. Always test by creating a lead through a supported acquisition path.

What happens after a lead is created

  1. The software receives a supported new-lead creation event.
  2. Engage checks the enabled New lead trigger for that studio.
  3. Every configured condition is evaluated with AND.
  4. Engage checks whether at least one selected channel can reach the lead.
  5. Matching communication is processed and recorded under Delivery.

The trigger reacts to creation, not to later changes. It has no audience preview, schedule, or A/B split.

Troubleshooting

Problem What to check
MagicAI Engage is missing Confirm the selected studio, an active Engage license and configuration, and your read permission. An administrator can check Settings / MagicAI / Engage and the activation.
New lead is missing, or No lead triggers appears The default trigger should be created with the studio configuration. There is no employee create control; ask an administrator or support to check the configuration.
Save Changes is disabled Make an actual change, complete every condition value, add a channel and template, and resolve any campaign or additional-field loading errors.
Trigger not fully configured appears Save the draft first, then check the required condition, channel, and template values.
A campaign cannot be selected Confirm it is active for this studio, retry loading, and check your campaign-management access.
An additional field is invalid, or the trigger turned off by itself The field may have been removed, deactivated, reassigned, or changed type. Replace the condition, save, and re-enable.
A new lead produces no result Confirm the trigger was enabled before creation, the origin is supported, all AND conditions match, and each required value is present. Manual creation, Connect API, and edits to existing leads are excluded.
A result exists but no message arrives Check the lead's email or phone and individual consent; the selected channel under Settings / Studio / Privacy policy / Communication / Marketing; pending double opt-in and the Marketing Consent rule; the selected template; sender, provider, or account setup; quiet hours; and frequency limits.
MySports App or Web does not match is MySports Change the rule to contains MySports, or select the exact App or Web value with is.
The lead receives two messages Check the legacy New external lead notification and other lead automations for overlap.
A personalized-offer test does not fire The normal personalized-offer workflow uses an existing lead. Test and verify the precise acquisition path before using this origin.

Current limitations

  • You can edit and toggle the existing New lead trigger, but you cannot create or delete one.
  • Conditions support AND, not OR.
  • Email, SMS, and WhatsApp are supported; Push and MySports App delivery are not.
  • There is no audience preview, schedule, or A/B split. The general Run now control may be visible, but manual execution is not supported for New lead.
  • Existing leads and later lead edits are not evaluated retroactively.
  • Manual web-client creation, Connect API, and several internal or import origins are not supported.
  • Personalised offer is not dependable for the standard employee offer-sending workflow without an end-to-end check.
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