Triggers

Triggers are the start points of an automation. They fire when a specific event occurs and launch the configured workflow. Use them to control when an automation begins and to chain automations when one ends.

When to use

Start a workflow the moment a customer action or system event happens.
Hand over from one automation to another (e.g., “automation-ended”).
Keep flows event-driven and composable instead of building one mega-flow.

Channel-specific trigger types

Channel	Common Events	Example Uses
Chat	Chat created, User message, Bot handover, Automation ended	Start when a customer initiates chat, or when a previous bot hands over to this flow
Voice	Inbound call received, Scheduled outbound call	Launch IVR/auth flow when a customer calls the helpline or when the system dials
Email / Tickets	Ticket created, Ticket reopened, Ticket updated, Automation ended	Fire on new ticket, customer reply, or status change to continue processing

Examples

Ticket created → Auto-triage and add tags; if missing info, email the user for details.
Chat bot handover → Returns flow with order lookup and RMA status.
Inbound call → Verify → Callback flow with scheduled follow-up if lines are busy.

Chaining & Handover

Use automation-ended to start a follow-on automation after a flow completes.
Pass context variables (e.g., intent, order_id) to the next automation for continuity.

Best practices

Keep triggers small and focused; one clear entry per flow.
Use specific events (e.g., “ticket reopened”) to avoid unintended runs.
Log why/when a trigger fired (internal notes) for observability.
Guard against re-entry with idempotency keys or status checks when applicable.

Configure a trigger (Quick Steps)

Choose the channel

Pick Chat, Voice, or Email/Tickets based on where the event occurs.

Select the event

Choose the exact event (e.g., Chat created, Ticket updated, Inbound call).

Map starting variables

Capture key context (e.g., user_id, ticket_id, source) for downstream blocks.

Define next action

Route to your first block (Listen, Gen AI, or Dev/API) and set guardrails.