Triggers are the conditions that activate a flow—they define what specific user input or action will initiate the workflow. Once a trigger is met, the flow executes its configured responses. Responses determine what the assistant does next, such as sending a custom message, offering a button, initiating a knowledge search, or creating an improvement task. In essence, triggers start the process, and responses define how the assistant reacts.

💬 Define Triggers

• Insert one or more trigger phrases.
• Triggers operate on an OR logic, meaning if any trigger condition is met, the flow will be activated
• You can order change the ordering of the conditions if you would like to prioritize triggers that may have similarities by clicking on the ‘Change Order’ button

• Providing concrete examples for which the flow should be triggered, and should not be triggered, as well as an explanation as to why helps define a clear context for the assistant
• You can edit your triggers easily by accessing the flow or delete them using the trash icon

💬 Configuring Responses

Each flow can include multiple types of responses. You can combine these responses to guide users through various paths:

1. Custom Message

• Provide a specific message for the assistant to send.
• This can be:
  • Verbatim (the message is used as-is), or
  • Loose input (used as a prompt for generative AI response)
• You can toggle generative response on or off per message.

2. Add a Button

• Create a clickable button:
  • Link to a helpdesk escalation route, or
  • Redirect to an external resource