Triggers
The events that start an automation rule.
A trigger is the event that starts a rule. Every automation has exactly one.
Message Triggers
| Trigger | Fires when |
|---|---|
| Message Received | A customer sends a message |
Message triggers apply to a channel — WhatsApp, Instagram or Facebook — and can be narrowed to All Messages or a custom keyword.
This is the workhorse trigger. Most routing and auto-reply rules start here.
Conversation Triggers
| Trigger | Fires when |
|---|---|
| Chat Assigned | A ticket is given an owner |
| Chat Closed | A ticket is closed |
Use Chat Closed for follow-ups — a satisfaction survey sent after resolution, for example.
Contact Triggers
| Trigger | Fires when |
|---|---|
| Contact Created | A new contact is added |
| Lifecycle Updated | A contact's lifecycle stage changes |
These are the hooks for onboarding sequences: welcome a new contact, or react when someone becomes a customer.
Instagram Triggers
| Trigger | Fires when |
|---|---|
| Instagram Comment (Private Reply) | Someone comments on a post |
| Instagram Story Mention | Someone mentions you in a story |
Comment triggers can apply to all posts or specific posts — use specific posts when a single campaign has its own reply.
Shopify Triggers
| Trigger | Fires when |
|---|---|
| Shopify Event | A selected event occurs in your connected Shopify store |
Pick the event, and optionally a specific product, so the rule only fires for the items you care about.
Choosing the Right Trigger
Pick the narrowest trigger that covers your case. A rule triggered on every message and then filtered down works, but it is harder to reason about than one triggered on the right event in the first place.
| You want to… | Trigger |
|---|---|
| Route incoming questions | Message Received |
| Follow up after resolution | Chat Closed |
| Chase a stalled conversation | Elapsed Time |
| Welcome a new contact | Contact Created |
| React to social activity | Instagram Comment / Story Mention |
| React to a purchase | Shopify Event |