Conditions and actions in messaging triggers

What a messaging trigger can react to and do. A shorter list than ticket triggers, aimed at the conversation itself.

What a messaging trigger can react to and do. A shorter list than ticket triggers, aimed at the conversation itself.

Events

• A conversation starts. The customer's first message.
• A message is received from the customer.
• A conversation is assigned to an agent or a group.
• A conversation goes inactive after a period of silence.
• The status changes, such as being solved.

Conditions

• The channel: web widget, mobile, WhatsApp, a social channel.
• Business hours, where you have a schedule.
• The brand.
• Ticket properties, since a messaging conversation is a ticket underneath.
• Metadata from the page, where your site passes it in.

Actions

• Send a message into the conversation.
• Set ticket fields, including group and tags.
• Hand over to an AI agent, where you have one.

The condition worth knowing about

Channel. One trigger set can serve web, WhatsApp and social, and those are different contexts: a greeting that reads well in a website widget can look odd in WhatsApp. Conditioning on channel is how you keep one set of triggers without one tone for everything.

Metadata from your site

Your website can pass information into the conversation: which page, which product, whether the visitor is signed in. Triggers can then act on it, which is how a conversation started on a checkout page reaches the right team immediately.

See also

• Creating messaging triggers
• Differences per social channel: what works and what does not
• Setting up and showing the Web Widget