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Introduction
This tutorial provides an in-depth overview of triggers within a chatbot or automation platform, focusing on their purpose, types, and implementation methods.
It aims to clarify why triggers are essential, what events can activate them, and how to add triggers effectively to automate workflows.
The content is structured to guide users from understanding the fundamental concepts to practical application, emphasizing automation best practices.
Understanding Triggers in Automation
What Are Triggers and Why Use Them?
Triggers are mechanisms that automatically initiate workflows when specific events occur. They serve as the initial point of action, enabling systems to respond promptly without manual intervention. The primary benefits include:
Efficiency: Automate repetitive tasks, reducing manual effort.
Timeliness: Respond instantly to user actions or system events.
Consistency: Ensure uniform handling of events, minimizing errors.
Personalization: Trigger tailored responses based on user behavior.
Use cases include:
Sending follow-up messages after a user interaction.
Updating conversation statuses.
Managing subscriptions and preferences.
Automating responses based on user inputs or system changes.
Types of Events That Can Be Registered as Triggers
Most actions within the platform can be linked to triggers, including:
Event Type | Description | Can Be Used as Trigger? | Notes |
|---|---|---|---|
Tag Action | Adding or removing tags from users | Yes | Useful for segmenting users |
Variable Value Change | Changes in user data or system variables | Yes | Enables dynamic workflows |
Sequence Action | Progression through predefined sequences | Yes | Automates multi-step processes |
Subscribe/Unsubscribe | User subscribing or unsubscribing from communication channels | Yes | Manages user communication preferences |
Conversation Open/Done | Initiating or completing a chat | Yes | Tracks user engagement |
Email/SMS Opt-in/Opt-out | User consent for messaging | Yes | Ensures compliance and personalization |
Note: Actions like tagging, variable updates, sequence progression, and subscription management are all triggerable events. Conversely, some actions, such as basic messaging, are not triggers unless explicitly configured.
Managing Conversation States: Manual and Automated
The platform allows manual control over conversation statuses:
Mark as Done: When a user issue is resolved, the conversation can be marked as done via the live chat sidebar. This removes the conversation from the active inbox but retains it for future reference.
Reopen Conversation: If needed, conversations can be reopened by clicking the relevant option, restoring them to the inbox.
This manual control complements automated triggers, providing flexibility in managing user interactions.
How to Add Triggers: Practical Steps
Method 1: Adding Triggers via Automation
Create or select an automation.
Click on "Trigger" to add a new trigger.
Choose the event (e.g., conversation completion).
Set conditions if necessary (e.g., specific tags or user attributes).
Assign a workflow or subflow to execute when triggered.
Publish the automation.
Example:
Trigger: Conversation is marked as done
Action: Activate a follow-up sequence
Workflow flow:
Step | Action | Description |
|---|---|---|
1 | Add trigger | e.g., conversation done |
2 | Set condition | e.g., user subscribed |
3 | Assign subflow | e.g., send feedback request |
4 | Publish | Save automation |
Method 2: Creating Workflows with Embedded Triggers
Alternatively, workflows can be created first, with triggers added inside the workflow steps:
Create a new workflow.
Add trigger within the workflow (e.g., conversation open).
Configure actions based on the trigger.
Publish the workflow.
Example:
Workflow: Welcome message upon conversation open
Trigger: Conversation opened
Action: Send greeting message
Practical Demonstration: Adding Triggers
Scenario 1: Trigger on Conversation Completion
Step 1: In the automation section, select "Add Trigger".
Step 2: Choose "Conversation Done".
Step 3: Optionally, add conditions (e.g., specific tags).
Step 4: Assign a subflow (e.g., follow-up survey).
Step 5: Publish the automation.
Step 6: Test by marking a conversation as done in the inbox.
Result: The subflow activates automatically, confirming trigger functionality.
Scenario 2: Trigger on Conversation Opening
Step 1: Create a new automation or workflow.
Step 2: Add a trigger for "Conversation Open".
Step 3: Set actions, such as sending a greeting.
Step 4: Save and publish.
Step 5: Test by opening a conversation.
Result: The system automatically responds, demonstrating trigger activation.
Summary Table: Key Concepts
Concept | Details | Importance |
|---|---|---|
Triggers | Events that initiate workflows | Automate responses and actions |
Manual Actions | Mark conversation as done or open | Provide control over conversation flow |
Event Types | Tag changes, variable updates, subscriptions, conversation states | Enable diverse automation scenarios |
Workflow Integration | Embedding triggers within workflows | Streamlines automation setup |
Best Practices for Using Triggers
Define clear conditions to prevent unintended activations.
Test triggers thoroughly to ensure they respond correctly.
Combine triggers with conditions for precise automation.
Use manual controls to override automated processes when necessary.
Maintain organized workflows to manage complex automations efficiently.
Monitor trigger activity regularly to optimize performance.
Conclusion
Triggers are powerful tools that enable dynamic, automated interactions within chatbots and messaging platforms. By understanding what events can activate triggers, how to set them up, and best practices, users can significantly enhance their automation strategies. Whether automating responses to conversation states or managing user subscriptions, triggers streamline workflows, improve user experience, and save time.
Thank you for engaging with this tutorial. Mastering triggers unlocks the full potential of your automation system, making interactions smarter and more responsive. Stay tuned for more tutorials on optimizing your chatbot workflows!