Messaging triggers fire on a conversation rather than on a ticket, and they start from one of four events.
Plan requirement
| Subscription |
Any plan |
| Access |
Admin |
Messaging triggers fire on a conversation rather than on a ticket, and they start from one of four events.
The four firing events
| Event |
When it fires |
| When a customer requests a conversation |
A conversation is handed off by the AI agent and a ticket is created, or the customer re-engages after capacity was released. |
| When a message is sent |
The customer enters the conversation and sends a message in the Web Widget. |
| When a conversation is added to the queue |
The conversation joins the queue. |
| When a conversation is assigned from a queue |
A messaging ticket is assigned from the queue by Accept or auto-accept. Not when an agent reassigns it or claims it from a group view. |
Conditions
| Condition |
Accepts |
| Hour of day / Day of week |
0 to 23, and 0 to 6. |
| Customer previous conversations |
Whether they have been here before. |
| Customer name / Customer email |
What they gave you. |
| Customer page URL |
The page they are on. The one that makes a trigger site-specific. |
| Customer country / region / IP |
Where they are. |
| Customer browser / OS / platform |
What they are using. |
| Account status / Group status |
Online, Away, Invisible. |
| Customer is in active conversation |
True or False. |
| Customer is requesting conversation |
True or False. |
| Customer served |
True or False. |
| Customer triggered |
True or False. Pairs with the Set triggered action to make a trigger fire once. |
| Brand / Group / Sender |
Which brand, group, or who sent it. |
| Sender Type |
Agent or Customer. |
| Message |
The message text. |
| Initial routing |
True or False. |
| Tags |
Tag names. |
| Queue Size |
How many are waiting. |
Actions
| Condition |
Accepts |
| Send message to customer |
The main one. |
| Wait |
Pause before the next action. |
| Request email |
Ask for an address inside the conversation. |
| Set triggered |
True or False. Marks the conversation so the trigger does not fire again. |
| Add tags / Remove tags |
Tags on the conversation. |
| Suspend user |
Blocks the person. |
You must pick one condition statement to save a trigger: all of the following, or any of the following. There is no mixing the two in one trigger.
See also
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