Editing and managing messaging triggers

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Messaging triggers evaluate and fire on tickets associated with messaging conversations. In addition to the standard messaging triggers, admins can create custom messaging triggers. However, as your business needs evolve, you may find it necessary to modify your messaging triggers.

This article includes the following topics:

Editing messaging triggers

Cloning messaging triggers

Activating and deactivating messaging triggers

Deleting messaging triggers

Editing messaging triggers

You can modify existing messaging triggers if needed.

To edit an existing trigger

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.

Click the name of the trigger you want to edit in the triggers list. Use the search at the top of the page, if needed, to locate the trigger.

On the trigger’s edit page, make the necessary changes, and click Save.

Cloning messaging triggers

You can duplicate an existing trigger to use as a template for creating new triggers.

To clone an existing trigger

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.

Find the trigger you want to clone in the triggers list. Use the search at the top of the page, if needed, to locate the trigger.

Hover over the trigger and click the Options menu ().

Select Clone.

On the Create trigger page, update the information as needed, and click Create.

When you clone a trigger, it adds the new trigger just below the trigger you cloned. After you clone, make sure your trigger order still works for you.

Activating and deactivating messaging triggers

A trigger can be activated or deactivated. If activated, the trigger will run whenever its conditions are met. If deactivated, the triggers are built, but will not fire even if the firing conditions are met.

To activate or deactivate a trigger

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.

Find the trigger you want to change in the triggers list. Use the search at the top of the page, if needed, to locate the trigger.

Hover over the trigger and click the Options menu ().

If the trigger is inactive, select Activate forthe trigger to fire when conditions are met. If the trigger is Inactive, select Inactivate to prevent the trigger from firing.

Click Save.

Deleting messaging triggers

If you no longer need a trigger, and will not want to use it in the future, you can permanently delete it from the messaging triggers list.

To delete a trigger

In Admin Center, click Objects and rules in the sidebar, then select Business rules > Messaging triggers.

Find the trigger you want to change in the triggers list. Use the search at the top of the page, if needed, to locate the trigger.

Hover over the trigger and click the Options menu ().

Select Delete.

Confirm that you want to delete the trigger by clicking the Delete button.