Plan requirement
| Subscription | Any plan |
| Access | Admin |
Messaging triggers are a separate set from ticket triggers, with their own conditions and their own place in Admin Center.
They are not ticket triggers
The distinction that confuses people. Ticket triggers act on tickets after they exist. Messaging triggers act on the conversation as it happens: someone opens the widget, sends a first message, or goes quiet.
Both exist, both are needed, and looking for one in the other's list is a common few minutes lost.
The separation goes further than the menu. Messaging triggers are an admin-only area: an agent in a custom role that grants trigger management still cannot create or manage them. So delegating triggers to a senior agent covers the ticket side and leaves this side with you.
Create one
- Open Admin Center, then Objects and rules, then Business rules, then Messaging triggers.
- Add a trigger and name it after what it does.
- Set Channels. Web Widget & SDKs is included by default; add the messaging and social channels you want, and click the X to remove any that should not fire. Do this before the conditions: only conditions that apply to every selected channel appear in the list.
- Choose the event it reacts to.
- Add conditions.
- Add the action, usually sending a message.
- Decide whether it goes live straight away; that is a choice while you create it, so a trigger you want to test first can be left inactive.
- Test in the widget yourself.
The ones worth having
- A greeting on the first message, setting expectations.
- An out-of-office response outside business hours.
- A wait-time message when the queue is long.
- An inactivity reminder before closing a conversation that has gone quiet.
Test in the widget
Not by reading the conditions. Open your own site, start a conversation and watch what arrives, including the timing. Messaging is felt as a rhythm, and a message that is correct but arrives four seconds too late feels robotic.
Keep the number small
Every trigger is a message the customer receives. Four automated messages before a human says anything is a bad conversation, however well each one is written.
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