Triggers Overview

Triggers are automatic action rules that fire when specific conditions are met. Use them to automate routine tasks.

Why Use Triggers

• Automatic responses to common questions

• Handoff to manager for complex requests

• Pipeline stage changes

• Document delivery on request

• Team notifications

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Creating a Trigger

Step 1: Open Editor

1. Go to agent editor

2. Open the "Triggers" tab

3. Click "Create Trigger"

Step 2: Configure Condition

Field	Description
Name	Descriptive trigger name
Condition type	When trigger should fire
Parameters	Condition details (keywords, stages, etc.)

Step 3: Add Actions

A trigger can execute multiple actions sequentially.

Step 4: Set Limits (Optional)

• Execution limit — how many times the trigger can fire for one contact

• Cancel message — what to send if the limit is exhausted

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Condition Types

Keywords

Fires when message contains specified words.

Example:

• Words: price, cost, how much, what's the price

• Action: Send price list

Use commas to separate words. Case insensitive.

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AI Intent Detection

AI analyzes message meaning and determines customer intent.

Example:

• Intent: Customer wants to talk to a human

• Action: Transfer to manager

Recommended! AI detection is more accurate than keywords as it understands context.

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Deal Stage Change

Fires when deal moves to specified stage.

Example:

• Stage: Qualification → Presentation

• Action: Send commercial proposal

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Action Types

Send Message

Send text message to customer.

Option	Description
Text	Fixed message text
AI Generation	AI will generate message per instruction

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Send Files

Send documents, images, PDF.

Supported formats: PDF, DOCX, PNG, JPG, GIF

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Change Deal Stage

Move deal to another pipeline stage.

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Assign Responsible

Assign manager as responsible for deal.

Option	Description
Specific User	Select from list
Distribution	Round-robin between managers

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Create Task

Create task in Kommo CRM.

Field	Description
Task Text	Task description
Assignee	Who to assign to
Due Date	When to complete

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Add Tag

Assign tag to deal or contact.

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Add Note

Add comment to deal card.

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Send Email

Send email to customer's email address.

Field	Description
Subject	Email subject
Text	Content (text or AI-generated)
Attachments	Attached files

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Send Webhook

Send HTTP request to external service.

Field	Description
URL	Webhook address
Method	POST / GET
Data	JSON with customer info

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Stop Agents

Stop AI agents in current chat. Use when you need to transfer customer to manager.

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Send WhatsApp Template

Send HSM template to initialize WhatsApp chat.

Required to start dialogue in WhatsApp if customer hasn't written first.

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Trigger Examples

Send Price List

Parameter	Value
Condition	Keywords: price, cost, price list
Action	Send file: price.pdf

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Transfer to Manager

Parameter	Value
Condition	AI intent: Wants to talk to a human
Actions	1. Create task for manager
	2. Add tag "Needs attention"
	3. Send: "Transferring you to a manager"

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Execution Order

Triggers are checked in list order. The first matching trigger executes, others are skipped.

Tip: Drag triggers with mouse to change priority. More specific triggers should be higher.

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Managing Triggers

Action	Description
Toggle	Enable/disable trigger
Edit	Change conditions and actions
Duplicate	Create trigger copy
Delete	Permanently delete trigger

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Frequently Asked Questions

How many triggers can I create?

Unlimited, but we recommend no more than 20-30 for ease of management.

Trigger not firing, what to do?

1. Check that trigger is enabled

2. Check condition (keywords, stage)

3. Check execution limit

4. Check trigger order (another one might be firing)

Can I use multiple conditions?

One trigger = one condition. For complex logic, create multiple triggers.

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Need Help?

• Telegram: @constanta_support_bot

• Email: [email protected]