Triggers & Conditions

Triggers define when a workflow runs, and conditions define whether it should run based on additional criteria.

Available triggers

• Conversation opened — fires when a new conversation is created
• First customer visit — fires the first time a visitor interacts
• Return visit — fires when a returning visitor starts a new session
• Page view — fires when a visitor views a specific page (widget only)
• Chat opened — fires when a visitor opens the chat widget
• Message received — fires when any message is received

Conditions

Each trigger can have conditions based on:

• Conversation source (channel type)
• Conversation status and priority
• Contact fields (name, email, engagement score, custom attributes)
• URL patterns (for page view triggers)
• Time-based rules (business hours, day of week)