Trigger Actions
Contains information about the chat components in trigger actions.
1. Live Chat
It is used to initiate live chat with your available agent.
It will create a live chat request.
You can enter a text message to inform the user that the request has been triggered.
By clicking on "Manage Team," you will be redirected to the Team's Section, where you can assign roles and manage your team.
Use Case: In case you want to connect the user with a live agent, this component is used to initiate a live chat request.
Advanced Settings (Live chat)
The Advance tab allows you to control how bot messages behave after they are sent. These settings help improve response handling, timing, and team collaboration.
Send Notification for the User Reply
What it does: When enabled, your team will receive a notification whenever a user replies to this message.
Use this when:
You want agents to respond quickly to user messages
The message expects an important or time-sensitive reply
Live chat or human handoff is involved
Example use cases:
Sales inquiries
Support questions
Appointment or order confirmations
✅ Recommended for flows that require human attention.
Rephrase Messages
What it does: Automatically rewrites bot messages to sound more natural, conversational, or context-aware while keeping the original meaning.
Use this when:
You want messages to feel less scripted
You are using AI-assisted conversations
You want tone consistency across the chatbot
Important notes:
The core intent of the message remains unchanged
Minor wording variations may occur
Best used for friendly or conversational bots
⚠️ Avoid enabling this for legal, compliance, or fixed-copy messages.
Manage Team
What it does: Allows you to manage which team members can receive notifications or take action when users reply.
You can:
Assign specific agents to handle replies
Control access to conversations
Route replies to the correct team (sales, support, etc.)
Use this when:
Multiple team members manage the chatbot
You want clear ownership of conversations
Live chat is enabled
Add Delay (Seconds)
What it does: Adds a delay before this message is shown to the user.
Why use a delay:
Makes conversations feel more natural
Simulates human typing behavior
Prevents message overload
How it works:
Enter the delay time in seconds
The message will appear only after the delay
Best practices:
1–2 seconds for short replies
3–5 seconds for longer or important messages
Avoid excessive delays that slow down conversations
When to Use Advanced Settings
Use Advance settings when you want to:
Improve response handling
Control message timing
Involve human agents
Enhance conversational quality
You can leave these settings unchanged if your flow is fully automated.
2. If-Else Branch:
Introduces logic-based decision-making in the chatflow.
Branches the chat based on various parameters.
Users can set conditions by clicking "Please choose one" and selecting a decision rule.
Additional If-Else branches can be added using the "Add If/Else Branch" button.
The available "Condition On" options include:
Visitor Response – Based on the response given by the user to the chat message.
Custom Attribute – Evaluates the values of custom attributes created by the user.
Contact Property – Includes standard properties such as name, phone number, email, etc.
Chat Property – Considers chat-based properties such as tags, status, or weekday.
Team Availability – Checks whether a team member is currently available of a particular team.
Business Hour Availability – Determines if the chat occurs within predefined business hours as specified by user.
Conditions can be compared against fixed values using the following operators:
Equals (Exactly matches the given value)
Not Equals (Does not match the given value)
Is Any Of (Matches any value from a predefined list)
Is Not Any Of (Does not match any value from a predefined list)
The value for comparison is entered in the final input box, where users can also incorporate dynamic elements (e.g., user name) or custom attributes by using the "/" symbol.
Additionally, users can define OR conditions using the "Add OR Condition" option. This allows for multiple conditions to be evaluated, ensuring flexibility even if the first condition is false.
Finally, users must select the next message to determine the chatflow's progression after a condition is met.
Use Case: In case you want the conversation to change based on user input or conditions, this component is used.
3. AI Agent (Previous ChatGPT)
It is used to trigger AI in chat flow.
You can enter the first message that will be sent before starting the AI-generated questions.
Select the number of queries to be resolved using AI.
If the query suggestion box is checked, you must provide up to 3 chat suggestions to be used initially.
After that, the AI Agent will provide query suggestions based on the prompt you enter.
You can also train your AI, and the query suggestions and replies will be based on that training.
Integrate your preferred LLM directly from here using the "AI Provider Integration Required" box
Use Case: In case you want to trigger AI-powered conversations inside the chat flow, this component is used.
Advanced Features (AI Message Settings)
The Advanced tab gives you fine control over how AI messages behave, are tracked, and are delivered to users.
🔔 Send Notification for the User Reply
When enabled, the system sends a notification whenever a user replies to this message. Use case:
Alert support teams instantly
Monitor high-intent or important conversations
✍️ Rephrase Messages
Allows the AI to intelligently rephrase the message before sending it to the user. Benefits:
More natural and human-like responses
Avoids repetitive or robotic wording
📧 Include in Email Transcript
Adds this message and the user’s reply to the email conversation transcript. Use case:
Conversation history tracking
CRM or support record keeping
💡 Use Suggestions History for Default Suggestion
Uses past successful suggestions as the default response option. Benefits:
Smarter AI replies over time
Improved consistency based on real user interactions
⚠️ Enable Disclaimer for AI Responses
Displays a disclaimer with AI-generated replies to set correct user expectations. The default disclaimer shown in the image is:
“AI can make mistakes. Check important info.”
Best for:
Legal compliance
Transparency and trust
⏱️ Add Message Delay
Add a delay (in seconds) before this message is displayed. Benefits:
Creates a more human typing effect
Improves conversational flow and realism
🤖 AI Provider (LLM) Integration Required
This section indicates that an AI provider (such as ChatGPT) must be connected to use AI responses.
What it enables:
Context-aware replies
Natural language understanding
Dynamic, personalized conversations
The “Integrate Now” button allows instant setup.
4. Redirect:
The "Redirect" component allows for the chat to be transferred between the several flows that the user makes:
You can select the chatflow to redirect to through the drop-down menu and selecting the desired chat.
Upon reaching this component, the chat will go to the starting point of the selected chat.
Use Case: In case you want to connect or trigger another chat flow within the same bot, this component is used.
5. Assign Chat
It is used to automatically assign live chat request among team members.
You can either assign the task to a team member by selecting their name.
or
You can assign it by department, select the department, and set the assignment logic to "Round Robin," where each team member will be automatically assigned a live chat request one by one in a round.
You can choose not to assign tasks to offline agents and assign them only during business hours.
Use Case: In case you want to automatically assign live chat requests to team members, this component is used.
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