> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/bots/whatsapp-bot/whatapp-chatbot-settings/triggers-settings.md).

# Triggers Settings

### What is Trigger Settings?

WhatsApp Triggers are predefined words or phrases that set off a specific action inside a bot conversation. They let you restart a chat, hand off to a live agent, manage subscriptions, launch a chatflow, greet first-time users with Ice Breakers, or run a command typed with "/". This turns keyword input from the user into an automatic, predictable action instead of a normal bot reply.

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### When should you use this?

Use this feature when:

* You want users to be able to reset a stuck conversation by typing a keyword like "restart"
* You need a quick way for users to escalate to a human agent, without building a full menu flow
* You are trying to automate opt-in/opt-out from broadcasts based on keywords like "start" or "stop"
* You want a specific chatflow to launch the moment a user mentions a topic, like "pricing"
* You want first-time users to see tappable starter options instead of a blank chat
* You want power users to trigger actions quickly using short "/" commands

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### Benefits of Triggers Settings

* 🚀 Lets users self-serve common actions (restart, live chat, subscribe/unsubscribe) without extra bot menus
* ⏱️ Reduces time spent manually routing users to the right chatflow
* 🎯 Improves accuracy of chatflow launches with Exact Match vs Contains Match keyword control
* 🔄 Ensures consistent entry points across every conversation, regardless of where the user starts
* 📈 Enhances first-time user engagement through tappable Ice Breakers

***

### Expected Outcome

After setting this up:

* Your WhatsApp bot will respond automatically to configured keywords instead of treating them as normal messages
* You will notice fewer users getting stuck in flows, since a restart keyword is always available
* Users will experience faster access to live agents, subscriptions management, and relevant chatflows

{% hint style="info" icon="lightbulb" %}
**Tip**: This is how your setup should function once completed — a user typing "restart," "agent," "stop," a topic keyword, or a "/" command each produces the exact linked action, every time.
{% endhint %}

***

### How to Use Triggers

1. Sign in to your BotPenguin account, select your WhatsApp chatbot, click **"Settings,"** then go to the **"Triggers"** tab.

<figure><img src="/files/cqh0JSMNFGR4zqwDamN1" alt=""><figcaption></figcaption></figure>

2. Under **"Bot Triggers,"** set your keywords for Restart Chatflow, Live Chat, and Subscribe/Unsubscribe.

<figure><img src="/files/qrbBIBiTn5m3Mp81Wlzw" alt=""><figcaption></figcaption></figure>

{% hint style="info" icon="lightbulb" %}
**Example**: Set "restart" to reset the chat, "agent" to hand off to a live agent, and "stop" to unsubscribe the user from broadcasts.
{% endhint %}

3. Under **"Chat Flow Triggers,"** add a keyword and choose **Exact Match** or **Contains Match**, then link it to a chatflow.

<figure><img src="/files/8Km6mP9mB39XgtTjbgNC" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Example**: With Contains Match on the keyword "pricing," a user typing "Can you share pricing details?" launches your pricing chatflow. With Exact Match, only the message "pricing" alone would trigger it.
{% endhint %}

4. Under **"Chatbot Ice Breaker,"** enter a prompt and select the chatflow it should start.

<figure><img src="/files/rx8GqQLjfo0b4dHt8I7A" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Example**: Add "Track my order" as an Ice Breaker linked to your Order Tracking chatflow — a first-time user taps it instead of typing a message.
{% endhint %}

5. Under **"Chatbot Commands,"** enter a command name, description, and trigger action, then click **"Save Changes."**

<figure><img src="/files/SVQtWlnbo7q4Wtkt5jpf" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Example**: Create `/human`, described as "Talk to a live agent," with the trigger action set to Live Chat — typing `/human` at any point hands the chat to a live agent.
{% endhint %}

***

### Best Practices

> 💡 Keep trigger keywords short and easy to remember — single words outperform phrases.

> ⚠️ Avoid overlapping keywords across multiple Chat Flow Triggers; similar Contains Match keywords produce unpredictable behavior.

> 🚀 Regularly review which keywords users actually type and adjust triggers to match real usage.

> 🎯 Pair Ice Breakers with your most common user intents so first-time users can skip typing altogether.

***

### Troubleshooting

<details>

<summary>Issue: A trigger keyword isn't firing the expected action.</summary>

**Solution:** Check for a conflicting or overlapping keyword on another trigger of the same type — the first match found may be taking priority.

</details>

<details>

<summary>Issue: A Contains Match chat flow trigger fires on unrelated messages.</summary>

**Solution:** The keyword is likely too broad or a common substring. Switch to Exact Match, or use a more specific keyword.

</details>

<details>

<summary>Issue: A command typed with "/" isn't recognized.</summary>

**Solution:** Confirm the command name matches exactly, including case, and that it was saved under Chatbot Commands. If it still doesn't match, the bot treats it as a normal message.

</details>

***

### FAQs

<details>

<summary>Can I assign the same command to multiple actions?</summary>

No, each command can trigger only one action. You'll need to create separate commands for different functions.

</details>

<details>

<summary>Will users see a list of available Ice Breakers in the chat?</summary>

Yes, users will see a list of all available Ice Breakers as soon as they open the chat.

</details>

<details>

<summary>Can commands be used in groups or only individual chats?</summary>

Commands are designed for 1:1 user-to-bot interactions and work best in individual WhatsApp sessions for automation and engagement.

</details>

<details>

<summary>What happens if a user types a wrong command?</summary>

If the typed command doesn't match any configured action, the bot treats it as a normal message. It won't trigger anything unless handled in a fallback or default flow.

</details>

<details>

<summary>What's the difference between Exact Match and Contains Match?</summary>

Exact Match only fires when the user's entire message is the configured keyword. Contains Match fires whenever the keyword appears anywhere inside the user's message.

</details>

<details>

<summary>Can I have more than one Restart or Live Chat keyword?</summary>

Yes, you can configure multiple keywords for the same Bot Trigger type, so users have more than one way to reach the same action.

</details>

<details>

<summary>Do Triggers work the same way on other channels, like Website or Instagram?</summary>

This guide covers WhatsApp Triggers specifically. Other channels may have their own trigger or command setup — check the relevant channel's Settings tab.

</details>

***

### Related Articles

{% content-ref url="/pages/2Zpm8t0xDV1XalyNwckp" %}
[Manage Chatflow](/bots/whatsapp-bot/manage-chatflow.md)
{% endcontent-ref %}

{% content-ref url="/pages/6AQ6POlZ2Nzpl1uFcMcf" %}
[Live Chats](/inbox-chats/inbox-chats/live-chats.md)
{% endcontent-ref %}

{% content-ref url="/pages/CYL5A4hYO1LKaxKcBQuO" %}
[Create Chatflow](/bots/whatsapp-bot/manage-chatflow/create-chatflow.md)
{% endcontent-ref %}

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### Support

If you still have questions for our team, write to us at **<support@botpenguin.com>**. We'll get back to you within 48 hours.

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### 🎉 Completion

🎉 Congratulations, you have successfully completed this section! You're one step closer to mastering BotPenguin.