Events Explained

Events occur during conversations and are used to trigger specific actions within the conversation or on a CRM platform.

For bot-level actions, you need to specify the triggering events. These actions are set up in Settings > Bot Settings > Events & Actions. The available events are different between AI Agents for Email and Messaging (Ticket and Chat Automation)
For intent-level actions, actions are triggered when the relevant intent is activated.
For block-level actions, actions are triggered when the conversation reaches the specific node in the dialogue flow.

This setup allows you to automate responses and processes based on specific events within the conversation.

Chat Automation Events

Event Name	Description
Chat Started	A new chat conversation has started
Chat Ended	The conversation was ended by the user or the session ended after the configured session duration
Chat Escalation Attempt	The bot is going to attempt to hand over the conversation to a human agent
Chat Escalated to Human	The conversation was successfully handed over from the bot to a human agent
Chat Escalation Failed	The bot attempted to hand over the conversation to a human agent but encountered an issue
Suggestion Used	A human agent has used a suggested answer
Chat Inactive	The chat has been inactive (no visitor messages) for the configured inactivity duration
Session Ended	The bot automation has completed. This can occur when the chat end, and escalation attempt happens, or when the conversation reaches the end of the session duration.

Event Name	Description
Ticket Received by Ultimate	This event is triggered when the message is received by Ultimate and a ticket is created in your CRM platform. This event is generally best used for actions the affect the rest of the process, like collecting user information. Ultimate will only process the contents of the message after the event.
Ticket Processed by Ultimate	This event is triggered after the contents of the message has been processed by Ultimate. This is best used to update the platform with dynamic data from the session with entities like phone number or email.
Reply Delay Timer Started	This event is triggered when the bot reply node has been reached and the delay timer started. You can use this event to add tags and internal notes to your tickets. Scheduled messages are not visible in CRM platforms, so it is recommended to set up agent view in a way that issues with scheduled answers are hidden and not mistaken for open tickets. This event is only selectable if you have set up a Reply Delay in Bot Settings > General.
Reply Sent After Delay	This event is triggered when the bot reply has been sent after the set 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. This event is only selectable if you have set up a Reply Delay in Bot Settings > General.

Events for AI Agents for email are always triggered in the following order: