What are Triggers?
Triggers are events that automatically start your workflows. They can be based on customer actions, time schedules, external events, or API calls. When a trigger fires, it initiates the workflow and can pass relevant data to the first node.Message-Based Triggers
Incoming Message Trigger
Start a workflow when a customer sends a message through any connected channel.Configuration Options
Configuration Options
- Channel: Select which communication channel to monitor
- Keywords: Specific words or phrases that activate the trigger
- Sender Type: New customers, existing customers, or both
- Message Type: Text, media, or any message type
Advanced Filters
Advanced Filters
- Time Range: Only during specific hours or days
- Customer Segments: Target specific customer groups
- Message Length: Minimum or maximum message length
- Language: Specific language detection
Keyword Trigger
Activate workflows based on specific keywords in customer messages.Keyword Matching
Keyword Matching
- Exact Match: Message must contain exact keyword
- Partial Match: Message contains keyword anywhere
- Case Sensitive: Distinguish between uppercase and lowercase
- Multiple Keywords: Any of several keywords can trigger
Common Use Cases
Common Use Cases
- “help” → Customer support workflow
- “order” → Order status workflow
- “return” → Returns and refunds workflow
- “cancel” → Cancellation workflow
Intent Trigger
Start workflows based on detected customer intent using AI analysis.Intent Detection
Intent Detection
- Predefined Intents: Use built-in intent categories
- Custom Intents: Define your own intent categories
- Confidence Threshold: Minimum confidence level required
- Fallback Intent: Default intent when detection fails
Intent Categories
Intent Categories
- Information Request: Asking for product details
- Problem Report: Reporting issues or bugs
- Purchase Intent: Showing buying interest
- Support Request: Need help with existing product
Time-Based Triggers
Schedule Trigger
Execute workflows at specific times or on recurring schedules.Schedule Types
Schedule Types
- One-time: Execute at a specific date and time
- Daily: Repeat every day at the same time
- Weekly: Repeat on specific days of the week
- Monthly: Repeat on specific dates each month
Configuration
Configuration
- Cron Expression: Advanced scheduling syntax
- Time Zone: Specify timezone for scheduling
- Business Hours: Only during business hours
- Holiday Calendar: Skip on holidays
Delay Trigger
Start workflows after a specified delay period.Delay Types
Delay Types
- Fixed Delay: Wait for a specific duration
- Random Delay: Wait for a random time within a range
- Conditional Delay: Only delay if certain conditions are met
Use Cases
Use Cases
- Follow-up messages after initial contact
- Reminder notifications
- Escalation after no response
Business Hours Trigger
Execute workflows only during business hours.Configuration
Configuration
- Business Hours: Define your business hours
- Time Zone: Specify your timezone
- Holidays: Define holiday calendar
- Weekend Handling: How to handle weekends
Use Cases
Use Cases
- Customer support during business hours
- Sales follow-up during work days
- Appointment reminders
External Event Triggers
Webhook Trigger
Start workflows when external systems send data via webhooks.Webhook Configuration
Webhook Configuration
- Webhook URL: Unique URL for this trigger
- Authentication: API key or token validation
- Payload Validation: Verify incoming data format
- Rate Limiting: Prevent abuse and overload
Common Sources
Common Sources
- CRM Systems: Customer data updates
- E-commerce Platforms: Order status changes
- Payment Processors: Transaction confirmations
- Third-party APIs: External service notifications
API Call Trigger
Activate workflows through direct API calls.API Configuration
API Configuration
- Endpoint: API endpoint for triggering
- Method: HTTP method (GET, POST, PUT)
- Authentication: API key or OAuth
- Rate Limiting: Request frequency limits
Use Cases
Use Cases
- System Integration: Connect with existing systems
- Batch Processing: Trigger multiple workflows
- Custom Applications: Build custom trigger logic
Database Trigger
Start workflows when database records are created, updated, or deleted.Database Events
Database Events
- INSERT: New record created
- UPDATE: Existing record modified
- DELETE: Record removed
- Custom Query: Based on specific SQL conditions
Configuration
Configuration
- Database Connection: Connect to your database
- Table/Collection: Which table to monitor
- Filter Conditions: Specific record criteria
- Polling Frequency: How often to check for changes
Customer Behavior Triggers
Customer Journey Trigger
Activate workflows based on customer journey stages.Journey Stages
Journey Stages
- New Customer: First-time interactions
- Active Customer: Regular engagement
- At-Risk Customer: Declining engagement
- Churned Customer: No recent activity
Configuration
Configuration
- Stage Definition: How to identify each stage
- Time Windows: How long to stay in each stage
- Transition Rules: When to move between stages
- Custom Stages: Define your own journey stages
Engagement Trigger
Start workflows based on customer engagement levels.Engagement Metrics
Engagement Metrics
- Message Frequency: How often customer messages
- Response Rate: How often customer responds
- Session Duration: Length of conversation sessions
- Page Views: Website or app activity
Use Cases
Use Cases
- Re-engagement: Reach out to inactive customers
- Retention: Prevent customer churn
- Upselling: Target engaged customers
Purchase Trigger
Activate workflows based on customer purchase behavior.Purchase Events
Purchase Events
- First Purchase: Customer’s first transaction
- Repeat Purchase: Subsequent transactions
- High Value Purchase: Above certain amount
- Abandoned Cart: Items left in cart
Configuration
Configuration
- Purchase Amount: Minimum/maximum thresholds
- Time Windows: How recent the purchase
- Product Categories: Specific product types
- Payment Methods: How customer paid
Trigger Configuration Best Practices
Performance Optimization
Performance Optimization
- Use specific triggers to avoid unnecessary executions
- Implement proper filtering to reduce false positives
- Monitor trigger performance and optimize as needed
- Use rate limiting to prevent system overload
Error Handling
Error Handling
- Always include error handling for trigger failures
- Implement retry logic for transient failures
- Log trigger events for debugging
- Provide fallback mechanisms when triggers fail
Security
Security
- Validate all incoming trigger data
- Use proper authentication for external triggers
- Implement rate limiting to prevent abuse
- Monitor for suspicious trigger activity
Testing Triggers
Test Mode
Use the built-in test mode to verify trigger behavior:- Manual Testing: Manually fire triggers with test data
- Simulation Mode: Simulate trigger conditions
- Load Testing: Test trigger performance under load
- Integration Testing: Test with real external systems
Debugging Tips
- Check trigger logs for execution details
- Verify trigger conditions are met
- Test with different data scenarios
- Monitor trigger performance metrics