Triggers and Actions

Triggers & Actions helps you build automation rules like: “When X happens -> the system automatically does Y”, without needing someone to monitor or handle the task manually. For example:

• When a customer gets the Tag “VIP” -> automatically transfer the chat to a human agent
• When a customer subscribes to a Sequence -> automatically add the Tag “Being nurtured”
• When a new contact comes in through an Entry Point Link -> automatically start a welcome Flow

Open Triggers from the menu to get started.

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How to create a Rule

1. In the left menu, open Triggers.
2. Click + Create Rule to create a new rule.

3. You will see an interface split into 2 columns:
   • When this happens
   • Actions

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Left column: When this happens

Click + Add Condition, then choose the event you want to monitor. Conditions are grouped by topic:

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Tags

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Custom Fields

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Sequences

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Entry Point Link

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Right column: Actions

Click + Add Action, then choose what the system should do automatically when the conditions are met:

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Real example

Scenario: You want to automatically save a new contact’s name into Google Sheets when the contact comes in from an ad. Result: every time a new customer messages you from an ad link, the name and other details are added to the sheet automatically, with no manual copy and paste.

Note: A Rule can combine multiple Conditions and multiple Actions at the same time. The system only triggers the Rule when all conditions are met together.