Triggers
This guide introduces the types and examples of initiation steps and triggers for the workflow to operate.A trigger is a starting condition that initiates a workflow. You can select only one trigger per workflow, and once a workflow is created, you cannot change its trigger.
When a trigger is satisfied, you can use filtering to set what conditions you want it to act on. Different triggers offer different filtering, so take a look at the table below to see what each trigger offers.
Type | Trigger Name | Operation | Available Filtering |
|---|---|---|---|
When you start a chat | When a chat starts from the Channel Talk button |
| Page Filtering |
When a chat is open | When a chat is open | Triggered when a chat is initiated by a customer:
| Wait time |
When a manager opens a chat | When an agent sends the first message to start the chat | When to trigger (Once/Everytime) | |
[Call] When a customer calls (only available in KR, JP) | Triggered when a customer calls | Wait time | |
[Call] When an agent calls (only available in KR, JP) | Triggered when an agent calls | ||
When a chat is in the queue | Trigger after the set wait time when a chat enters the queue | ||
During a chat | When a customer is waiting for a response | Triggered when a chat is opened and the customer is waiting for an agent to respond during the wait time. | Trigger point:
|
When an agent is waiting for a response | Triggered if there is no response from the customer during a chat, after a waiting period from the agent's last message. | Set wait time | |
Completing a chat | When a chat ends | When an agent ends the chat or it ends via workflow's consultation end action, or via OpenAPI | Set wait time |
When a phone call ends (only available in KR, JP) | Triggered when a call ends | Operates only when absent (On/Off) | |
Anytime | When a customer sends a message | Triggered whenever a customer sends a message. | |
When a manager sends a message | Triggered whenever an agent sends a message (not triggered by bot messages, marketing messages). | Set message type (All / Customer support messages only / Internal chats only) | |
Modular | Modular Workflow | Modular workflows don't run on their own, but only when linked as an action in another workflow or triggered directly in a chat. | Enable in a chat |
When a customer initiates a new chat via the Channel Talk button or when a chat begins through a marketing message, the workflow will activate.
Introduce steps with response buttons that allow customers to select their inquiry type at the beginning of the chat. This way, customers can read pre-written messages, reducing wait times, and agents can immediately understand the nature of the inquiry.
Usage Examples:
Trigger a chat from the pricing information page.
Trigger a chat from VIP customers.
Trigger a chat outside of operating hours.
When it's outside operating hours or there are no available agents, the chat will not open and will remain in the queue until the conditions are met. This trigger activates after the chat has entered the queue and the set waiting time has passed. (→ Go to Queue Guide)
Usage Examples:
Send a message to inform the customer that there may be a wait time for a response.
Notify internal staff through an internal chat message that a customer is waiting.
Assign a high-priority team to handle VIP customers waiting in the queue.
How to Apply the Trigger:
Go to [Trigger Settings] - [Set Waiting Time] and configure the desired waiting time.
This trigger activates when a customer sends a message to open a chat, when the "open chat" action in a workflow is executed, or when a chat reopens after a hold period.
Usage Examples:
Assign VIP customers to the VIP team when they initiate a chat.
Invite the marketing team as followers when a customer responds to a specific marketing message.
How to Apply the Trigger:
Go to [Trigger Settings] - [Trigger Timing] and configure when the trigger should activate.
Only Once When Opened: The trigger activates only once when the chat is initially opened.
Every Time: The trigger activates whenever a chat reopens from hold or when a closed chat is reopened.
This trigger activates when an agent reopens a chat by sending a message that was snoozed or closed, or when an agent initiates a new chat by sending a message to the customer. (It does not trigger through the "open chat" action in a workflow.)
How to Apply the Trigger:
Go to [Trigger Settings] - [Trigger Timing] and configure when the trigger should activate.
First Time: The trigger activates only once when the chat is initially opened.
Every Time: The trigger activates whenever a chat reopens from hold or when a closed chat is reopened.
In [Manager's Message Content Filtering], set the specific phrases that should trigger the action.
This trigger activates when an agent has not responded to a customer's message for a specified period of time, starting from the customer's last message in an ongoing chat.
Usage Examples:
Use internal messaging to remind the assigned agent that the customer is waiting for a response.
If the chat came through an external messenger, you can send a message asking for the customer's name or contact information while they wait.
How to Apply the Trigger:
Go to [Trigger Settings] - [Trigger Timing] and configure when the trigger should activate.
Only Once When Opened: Trigger activates the first time the customer waits for a response during the chat.
Every Time: Trigger activates every time the customer waits for a response during the chat.
This trigger activates when an agent ends a chat or when a chat is closed using the "end chat" action in a workflow.
Usage Examples:
Use it to send a satisfaction survey after the chat is closed.
Send a reminder message to the assigned manager to ensure proper tagging of the chat.
How to Apply the Trigger:
Go to [Trigger Settings] - [Set Waiting Time] and configure the waiting time after which the trigger should activate upon chat closure.
This trigger activates every time an agent sends a message. You can filter messages based on specific words or phrases for various uses.
Usage Examples:
Load a modular workflow that asks for order details when a message containing the word "return" is sent.
Automatically assign the logistics team when a message containing the word "delivery" is sent.
Guide tagging instructions through internal chat when specific words are mentioned by the customer.
How to Apply the Trigger:
Go to [Trigger Settings] - [Customer Filtering] and set the conditions you want to classify.
This trigger activates every time a manager sends a message. You can filter messages based on specific words or phrases. (Bot messages and marketing messages do not trigger this.)
How to Apply the Trigger:
Go to [Trigger Settings] - [Message Type Settings] and configure which messages from the manager should trigger the workflow:
All Messages: Trigger activates for all messages sent by the manager, including internal and customer response messages.
Internal Messages Only: Trigger activates only for messages sent by the manager in internal chats.
Customer Response Messages Only: Trigger activates only for messages sent by the manager in customer responses.
If you have content that's needed repeatedly, consider creating a modular workflow. You can easily load it whenever needed without the hassle of recreating it each time. It's easy to manage because any changes made in one place are reflected everywhere it's applied.
For more details, refer to the Modular Workflow Action Guide. (→ View Guide)