Triggers are business rules that automatically perform actions when tickets meet specified conditions. The conditions and actions available in a trigger depend on the channel being used.
Messaging triggers run when a customer requests or interacts with a conversation through a messaging channel. Messaging triggers do not support social messaging channels.
Conditions can include user data (like account status), conversation data (such as the time of day a conversation is started), and agent data ( such as queue size). When a trigger's conditions are met, the trigger fires and specified actions are performed through that same messaging channel (such as sending an automated message to the conversation).
This article explains how to access and use the Messaging triggers page and provides essential facts about messaging triggers
This article includes the following sections:
Accessing and using the Messaging triggers page
The Messaging triggers page in the Admin Center is where you can manage all of your messaging-related triggers.
From this page, you can:
- Create a new trigger
- View all active and inactive messaging triggers
- Search a list of your messaging triggers
- Sort the messaging triggers list by status (Active or Inactive)
- Click a trigger name to view and edit its configuration
- Use the options menu icon (
), to quickly edit, clone,
activate, deactivate, or delete the trigger
- In Admin Center, click
Objects and rules in the sidebar, then select Business rules > Messaging
triggers.