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)
1
Choose the channel
Pick Chat, Voice, or Email/Tickets based on where the event occurs.
2
Select the event
Choose the exact event (e.g., Chat created, Ticket updated, Inbound call).
3
Map starting variables
Capture key context (e.g.,
user_id, ticket_id, source) for downstream blocks.4
Define next action
Route to your first block (Listen, Gen AI, or Dev/API) and set guardrails.
Use automation-ended triggers to orchestrate multi-stage journeys (e.g., Triage → Resolution → Feedback), keeping each stage independently testable and debuggable.