Skip to main content

​
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.
  • 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
  • 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.
  • 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
  • “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.
  • 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
  • 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.
  • 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
  • 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.
  • 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
  • Follow-up messages after initial contact
  • Reminder notifications
  • Escalation after no response

​
Business Hours Trigger

Execute workflows only during business hours.
  • Business Hours: Define your business hours
  • Time Zone: Specify your timezone
  • Holidays: Define holiday calendar
  • Weekend Handling: How to handle weekends
  • 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 URL: Unique URL for this trigger
  • Authentication: API key or token validation
  • Payload Validation: Verify incoming data format
  • Rate Limiting: Prevent abuse and overload
  • 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.
  • Endpoint: API endpoint for triggering
  • Method: HTTP method (GET, POST, PUT)
  • Authentication: API key or OAuth
  • Rate Limiting: Request frequency limits
  • 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.
  • INSERT: New record created
  • UPDATE: Existing record modified
  • DELETE: Record removed
  • Custom Query: Based on specific SQL conditions
  • 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.
  • New Customer: First-time interactions
  • Active Customer: Regular engagement
  • At-Risk Customer: Declining engagement
  • Churned Customer: No recent activity
  • 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.
  • Message Frequency: How often customer messages
  • Response Rate: How often customer responds
  • Session Duration: Length of conversation sessions
  • Page Views: Website or app activity
  • Re-engagement: Reach out to inactive customers
  • Retention: Prevent customer churn
  • Upselling: Target engaged customers

​
Purchase Trigger

Activate workflows based on customer purchase behavior.
  • First Purchase: Customer’s first transaction
  • Repeat Purchase: Subsequent transactions
  • High Value Purchase: Above certain amount
  • Abandoned Cart: Items left in cart
  • 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

  • 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
  • Always include error handling for trigger failures
  • Implement retry logic for transient failures
  • Log trigger events for debugging
  • Provide fallback mechanisms when triggers fail
  • 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:
  1. Manual Testing: Manually fire triggers with test data
  2. Simulation Mode: Simulate trigger conditions
  3. Load Testing: Test trigger performance under load
  4. 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

​
Next Steps

Now that you understand triggers, explore these related topics:

Creating Workflows

Learn how to build workflows that respond to triggers

Node Reference

Understand the nodes available in your workflows

Analytics

Monitor trigger performance and workflow execution

API Reference

Learn about programmatic trigger management