Triggers

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

Instagram Triggers

Instagram Triggers allow you to control when and how your bot responds to incoming Instagram 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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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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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.

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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