Triggers
Events that start an automation rule.
A trigger is the event that causes an automation to fire. Every automation has exactly one trigger.
Available triggers
Conversation triggers
| Trigger | When it fires |
|---|---|
Conversation created | A new conversation starts (visitor sends first message) |
Conversation resolved | A conversation is marked resolved |
Conversation reopened | A resolved conversation receives a new message |
No activity | No messages received for a configured duration |
Message triggers
| Trigger | When it fires |
|---|---|
Message received | A visitor sends any message |
Message contains | A visitor message matches a keyword or phrase |
Visitor triggers
| Trigger | When it fires |
|---|---|
Visitor started session | A visitor opens the widget for the first time in a session |
Visitor page view (Pro) | A visitor views a specific page |
Visitor attribute | A visitor attribute matches a value (e.g. plan = enterprise) |
Combining trigger with conditions
A trigger fires the rule; conditions then narrow down whether the actions run. For example:
- Trigger:
Conversation created - Condition: Page URL contains
/pricing - Action: Assign to Sales team
Without the condition, every new conversation would be assigned to Sales. The condition restricts it to conversations started on the pricing page.
See Actions for what an automation can do once triggered.
Trigger order
If multiple automations share the same trigger and their conditions all match, they run in the order they appear in the automation list. Drag automations to reorder them.
Testing a trigger
Use the Test button when editing an automation. It runs the automation against the most recent matching conversation so you can verify conditions and actions work as expected before going live.