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Triggers

Triggers are events that start a workflow or automation. When the trigger condition is met, ChatAgent executes the associated actions.

Trigger types

Section titled “Trigger types”

Conversation triggers

Section titled “Conversation triggers”
Trigger Fires when
New conversation A new person messages your WhatsApp number
Message received Any message is received (new or existing conversation)
Message contains keyword A message includes a specific word or phrase
Conversation resolved A conversation is marked as resolved
Human handoff The AI routes a conversation to your team
No response Customer hasn’t replied within a set time

Order triggers

Section titled “Order triggers”
Trigger Fires when
Order placed A new order is completed
Order fulfilled An order is marked as shipped/delivered
Order refunded An order is refunded or cancelled
Order value above An order exceeds a set amount
Repeat purchase A customer places their 2nd+ order

Contact triggers

Section titled “Contact triggers”
Trigger fires when
Tag added A tag is applied to a contact
Tag removed A tag is removed from a contact
Contact created A new contact is added
Birthday It’s the contact’s birthday (if collected)
Inactivity No activity for a set number of days

Schedule triggers

Section titled “Schedule triggers”
Trigger Fires when
Daily At a specific time each day
Weekly On a specific day of the week
Monthly On a specific date each month
Custom interval Every N days

Creating a trigger

Section titled “Creating a trigger”
  1. Go to Automation → Workflows
  2. Create or edit a workflow
  3. Click Add Trigger
  4. Select the trigger type
  5. Configure the trigger conditions
  6. Save

Multiple triggers

Section titled “Multiple triggers”

A workflow can have multiple triggers. The workflow starts when any trigger fires:

Trigger 1: Order placed
Trigger 2: Customer says "reorder"
Trigger 3: Tag "ready-to-reorder" added


→ All start the same workflow

Trigger conditions

Section titled “Trigger conditions”

Most triggers support additional conditions:

Trigger: Order placed
  AND order value > $50
  AND customer tag = "VIP"
  AND time is between 9am-5pm

This ensures the workflow only fires when all conditions are met.

Testing triggers

Section titled “Testing triggers”

Use Test Mode to verify triggers without affecting real customers:

  1. Go to Automation → Workflows
  2. Enable Test Mode for the workflow
  3. Perform the trigger action (e.g., place a test order)
  4. Check if the workflow started
  5. Review the actions that would have been taken
  6. Disable Test Mode and activate when ready

Next steps

Section titled “Next steps”