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A trigger starts a workflow. Select the Start node and choose a trigger type: Automatic or Manual.

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Automatic

Automatic workflows start when a selected event occurs, such as a conversation being created or a customer sending a message.
  1. Select the Start node.
  2. Set Trigger type to Automatic.
  3. Add one or more events. The workflow starts when any selected event occurs.
Some events support filters, so the workflow starts only when specific details match.

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Conversation events

  • Conversation created
  • Conversation ended
  • Conversation updated
  • Conversation status changed
  • Conversation priority changed
  • Conversation assignee changed
  • Conversation team changed
  • Human handoff requested
  • Human handoff accepted
  • Conversation returned to AI

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Message events

  • Customer sends first message
  • Customer sends any message
  • AI Agent sends a message
  • Teammate sends a message
  • Internal note added

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Contact events

  • Contact created
  • Contact updated

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AI Agent events

  • AI action executed

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Manual

Manual workflows do not listen for events. They start only when something invokes them, such as a Run workflow AI action. Use a manual workflow when the AI should start a process during the conversation, for example onboarding or creating a support ticket.
  1. Select the Start node.
  2. Set Trigger type to Manual.
  3. Publish and activate the workflow.
  4. Create a Run workflow action and select this workflow.
The action only lists published, active manual workflows. After you change the trigger type, publish again before configuring the action.