Events occur during conversations and are used to trigger bot-level actions within the conversation or in a CRM platform. This setup allows you to automate responses and processes based on specific events within the conversation.
Which events are available depends on whether your AI agent is configured for email (tickets) or messaging (chat).
This article contains the following topics:
Related articles:
- About actions for AI agents (Ultimate)
- Creating and adding actions for AI agents (Ultimate)
- Reviewing and managing actions for AI agents (Ultimate)
Available events for messaging (chat) AI agents
| Event name | Description |
| Chat started | A new conversation has started. |
| Chat ended | The conversation was ended by the end user, or the conversation ended after the configured session duration. |
| Chat escalation attempt | The AI agent attempts to hand over the conversation to a human agent. |
| Chat escalated to human | The conversation was successfully handed over from the AI agent to a human agent. |
| Chat escalation failed | The AI agent attempted to hand over the conversation to a human agent, but encountered an issue. |
| Suggestion used | A human agent used a suggested answer. |
| Chat inactive | The conversation has been inactive (no end-user messages) for the configured session inactivity duration. |
| Session ended |
The bot automation has completed. This event occurs when the conversation ends, an escalation attempt happens, or the conversation reaches the end of the session duration. After this event, the conversation is ready to be evaluated for an automated resolution. Any further messages from the AI agent will be part of a new session, which is evaluated separately. As an action trigger, you might want to use session end to mark the end of the automation with a tag or label. |
Available events for email (ticket) AI agents
| Event name | Description |
| Ticket received by Ultimate |
A message is received by Ultimate and a ticket is created in your CRM platform. This event is best used for actions that affect the rest of the process, like collecting user information. Ultimate will process the contents of the message only after this event. |
| Ticket processed by Ultimate |
The contents of the message have been processed by Ultimate. This event is best used to update the platform with dynamic session data, like phone number or email, using content entities. |
| Reply delay timer started |
The AI agent reply node has been reached and the delay timer started. This event is selectable only if you’ve set up a ticket reply delay. This event can be used to add tags and internal notes to your tickets. Scheduled messages are not visible in CRM platforms, so we recommend setting up an agent view in a way that issues with scheduled answers are hidden and not mistaken for open tickets. |
| Reply sent after delay |
The AI agent reply has been sent after the set delay. This event is selectable only if you’ve set up a ticket reply delay. This event can be used to add post-reply updates to your tickets, ensuring your agents will be able to see issues that were previously hidden, but later were answered with delay. |
Sequence of events for email (ticket) AI agents
Events for email (ticket) AI agents are always triggered in the following order:
- Ticket received by Ultimate event and related actions.
- Intent- and block-level actions.
- Ticket processed by Ultimate event and related actions.
- Reply delay timer started event and related actions.
- Reply sent after delay event and related actions.