Trigger Workflow Condition

This will help you to understand the condition to create workflow more efficiently and understand customers' behaviors.

The chatbot will base its responses on the actions you've set in various sections to provide appropriate feedback to your customers. To understand the conditions that match your objectives, you can refer to the following criteria:

1. When user chat

This is a function where you input common customer questions to help the chatbot recognize and deliver the appropriate workflow based on customer intent. It doesn’t have to be an exact match — as long as the customer message has the same meaning, it will trigger the corresponding flow.

• Example: If a customer asks "What's your pricing?", "How much do you charge?", or "How much is your service?", the same workflow will be triggered.

"When user chat" condition

2. When user intend

This is a function where you need to input a customer's intent. The chatbot will read the customer's message when they send a sentence matching the intent you entered, and then the message flow will start. You can

• Example: Customer asks "How to chat with a live agent?" it will understand the customer's need to meet a live agent, and trigger the flow chat (notify the agent) if you have set it already

"When user intend" condition

3. Contain keyword

This is a function where you can enter the keywords you want. When customers chat with you and their messages contain those keywords, the created flow message will be triggered. You need to press "Enter" to input the keyword. A complete keyword has a blue label with your keyword.

"Contain keyword" condition

4. Trigger by action

This is a function where you can choose the action to trigger the next step in Workflow. There will be 5 actions to choose from (they will be updated in the future).

1. When the bot does not know the answer: decide the next step for the chatbot to act. You can combine it with other components. See more tips at Escalate to a Human Agent.

2. When the agent closes the ticket

3. When the agent closes the customer's conversation

4. When a new conversation created

5. When the agent closes the ticket or the customer's conversation

5. Trigger by tag

This function allows you to use available tags to determine the next actions based on customer behavior. For example, if you want to alert Agent A to support long-time users, you can create a process that sends a notification to Agent A whenever tagged old users chat with your chatbot.