Accessing messaging triggers

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Triggers are business rules that automatically perform actions when tickets meet specified conditions. The conditions and actions available in a trigger depend on the channel being used.

Messaging triggers run when a customer requests or interacts with a conversation through a native or social messaging channel.

Conditions can include user data (like account status), conversation data (such as sent inactivity reminders), and agent data (such as queue size). When a trigger's conditions are met, the trigger fires and specified actions are performed through the indicated messaging channel (such as sending an automated message to the conversation).

This article explains how to access and use the Messaging triggers page and provides essential facts about messaging triggers

This article includes the following sections:

Accessing and using the Messaging triggers page

Related resources

Accessing and using the Messaging triggers page

The Messaging triggers page in the Admin Center is where you can manage all of your messaging-related triggers.

From this page, you can:

Create a new trigger

View all active and inactive messaging triggers

Search a list of your messaging triggers

Sort the messaging triggers list by status (Active or Inactive)

Click a trigger name to view and edit its configuration

Use the options menu icon ( ), to quickly edit, clone, activate, deactivate, or delete the trigger

To access the Messaging triggers page

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

Related resources

The following articles explain how to create, manage, and use messaging triggers.

About the standard messaging triggers

Creating messaging triggers

Editing and managing messaging triggers

Chat and messaging triggers conditions and actions reference