# Triggers

## 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

To open Facebook trigger settings:

1. Log in to your BotPenguin Dashboard
2. Select your Facebook Bot
3. Go to Settings
4. Click on Triggers tab

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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.

***

## 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`

***

**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`

***

**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.

***

### 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

***

### 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 |

***

## 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

***

### 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**.

***

### 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”

***

#### 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”

***

**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

***

**3. Search by Keyword**

**Purpose:**

* Helps you quickly find existing ice breakers
* Useful when managing multiple triggers

***

#### 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.

***

#### Buttons

* **Add** → Saves and activates the ice breaker
* **Cancel** → Discards changes

***

### 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.

***

### 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.

***

### 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`)

***

### 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.

***

### 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`

***

#### 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”

***

#### 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.

***

#### 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

***

#### 5. Search by Keyword

**Purpose:**

* Quickly find existing chatbot commands
* Useful when managing many commands

***

### 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.

***

### Buttons

* **Add** → Saves and activates the chatbot command
* **Cancel** → Discards the current entry

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