Triggers

This page contains all the necessary information in details regarding the Triggers sections of the website chatbot settings.

Facebook Triggers

Facebook Triggers allow you to control when and how your bot responds to incoming facebook messages. By configuring triggers, you can route conversations to the correct chat flow, restart conversations, or hand users over to live agents.

What Are Triggers?

Triggers define keywords or system actions that activate specific bot behaviors. They help you:

• Start the right chat flow automatically

• Restart a conversation at any time

• Route users to live chat support

• Avoid incorrect or duplicate bot responses

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1. Bot Triggers (Global)

Bot Triggers apply globally across all Instagram conversations.

Restart Chat Flow Triggers

Use these triggers to allow users to restart the bot from the beginning at any time.

Example use cases

• User types restart

• User types start over

• User types reset

When triggered, the bot:

• Clears the current context

• Starts the default chat flow from the beginning

⚠️ This field is required. At least one restart trigger must be configured.

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Live Chat Triggers

Live Chat Triggers move the conversation from automation to a human agent.

Example use cases

• User types agent

• User types talk to human

• User types support

When triggered, the bot:

• Stops automated replies

• Hands the conversation to live chat (if enabled)

⚠️ This field is required to enable manual takeover.

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2. Chat Flow Triggers (Keyword-Based)

Chat Flow Triggers allow you to assign specific keywords to specific chat flows.

How It Works

1. Enter a trigger keyword

2. Choose a matching method

3. Select the chat flow

4. Click Add

Once added, any incoming Instagram message that matches the keyword will automatically start the selected flow.

Trigger Fields Explained

Trigger Keyword

The word or phrase a user must send to activate the flow.

Examples

• pricing

• order status

• help

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Matching Method

Choose how strictly the bot should match the keyword:

• Exact Matches only the exact phrase pricing

• Contains Matches messages that include the keyword show me pricing

• Starts With Matches messages that begin with the keyword pricing plans

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Select Flow

Choose which chat flow should start when the keyword is detected.

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No Flow Triggers Found

If you see “No Flow Triggers Found”, it means:

• No keyword triggers have been created yet

• The bot will only respond using global triggers

👉 Add at least one trigger to activate keyword-based routing.

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Best Practices

• Use clear, natural keywords users are likely to type

• Avoid overlapping triggers across flows

• Always configure Restart and Live Chat triggers

• Test triggers in Instagram DMs after saving changes

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Example Setup

Trigger Keyword	Matching	Action
restart	Exact	Restart chat flow
agent	Exact	Send to live chat
pricing	Contains	Start Pricing Flow
order	Starts With	Start Order Status Flow

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3. Chatbot Triggers & Ice Breaker

If you see messages like “No Flow Triggers Found” or “No Chatbot Ice Breaker Found”, it means no triggers have been configured yet. Triggers are required for your chatbot to start interacting with users.

This screen allows you to:

• Add a Chatbot Ice Breaker

• Connect the ice breaker to a Flow

• Prepare your chatbot to respond to users

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Section 1: Flow Triggers Status

❗ No Flow Triggers Found

Message shown:

Please add a trigger to get started.

What this means:

• Your chatbot currently has no triggers.

• Without a trigger, the chatbot cannot start any conversation.

How to fix it:

• Add at least one Chatbot Ice Breaker or Chatbot Command.

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Section 2: Chatbot Ice Breaker

What is a Chatbot Ice Breaker?

An Ice Breaker is a predefined prompt that:

• Starts the conversation automatically

• Helps users know what they can ask

• Routes users to a specific flow

Example ice breakers:

• “👋 Hi! How can I help you today?”

• “Track my order”

• “Talk to support”

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Ice Breaker Fields

1. Ice Breaker Prompt

What to enter:

• A short phrase users will see or trigger first

Best practices:

• Keep it simple and clear

• Use action-oriented language

Examples:

• “Get started”

• “Ask a question”

• “Book an appointment”

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2. Select Flow

What this does:

• Connects the ice breaker to an existing chatbot flow

Important:

• At least one flow must already exist

• If no flows appear, create a flow first

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3. Search by Keyword

Purpose:

• Helps you quickly find existing ice breakers

• Useful when managing multiple triggers

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Adding an Ice Breaker

1. Enter text in Ice Breaker Prompt

2. Choose a Flow from the dropdown

3. Click Add

✅ Once added, the ice breaker will appear in the list and become active.

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Buttons

• Add → Saves and activates the ice breaker

• Cancel → Discards changes

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Section 3: No Chatbot Ice Breaker Found

Message shown:

Please add a trigger to get started.

Meaning:

• No ice breakers have been created yet

• Users won’t see any starting options

Solution:

• Add at least one ice breaker using the steps above

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4. Chatbot Commands

Chatbot Commands allow users to trigger specific actions by typing predefined keywords into the chat. Commands are ideal for power users, quick navigation, and direct access to flows.

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What Are Chatbot Commands?

A Chatbot Command is a text-based trigger (such as /help or support) that:

• Instantly activates a selected action

• Routes users directly to a chatbot flow

• Bypasses general conversation steps

Commands work alongside Ice Breakers and do not replace them.

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When to Use Chatbot Commands

Use chatbot commands when you want to:

• Provide quick shortcuts for frequent actions

• Allow users to jump directly to a flow

• Support command-style interactions (e.g., /status, /contact)

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Chatbot Commands Section Overview

If you see the message:

No Chatbot Commands Found Please add a trigger to get started.

It means no commands have been created yet.

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Command Setup Fields

1. Chatbot Command

What to enter:

• The keyword or phrase users will type to trigger the command

Guidelines:

• Keep it short and easy to remember

• Avoid special characters unless intentional (e.g. /help)

• Commands are usually single words

Examples:

• help

• /support

• track-order

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2. Chatbot Command Description

Purpose:

• Explains what the command does

• Helps admins understand the command’s intent

• May be shown in internal listings or documentation

Examples:

• “Get help from support”

• “Track an existing order”

• “Start onboarding flow”

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3. Action to be Triggered

Default option: Flow

What this means:

• When the command is used, a selected chatbot flow will start

Note: Additional action types may appear here depending on your platform setup.

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4. Select Flow

What to do:

• Choose the chatbot flow that should start when the command is triggered

Important:

• At least one flow must already exist

• If no flows are available, create a flow first

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5. Search by Keyword

Purpose:

• Quickly find existing chatbot commands

• Useful when managing many commands

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Adding a Chatbot Command (Step-by-Step)

1. Enter a keyword in Chatbot Command

2. Add a short Command Description

3. Confirm Action to be triggered is set to Flow

4. Select the desired Flow

5. Click Add

✅ The command becomes active immediately after being added.

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Buttons

• Add → Saves and activates the chatbot command

• Cancel → Discards the current entry