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Triggers & Actions lets you build automation rules that follow the logic: “When X happens → the system automatically does Y” — without anyone needing to monitor or handle the task manually. You define a condition (the trigger) and one or more actions that fire instantly when that condition is met. For example:
  • When a customer receives the Tag VIP → automatically transfer the chat to a human agent
  • When a customer subscribes to a Sequence → automatically add the Tag Being nurtured
  • When a new contact arrives through an Entry Point Link → automatically start a welcome Flow
Open Triggers from the left navigation menu to get started.

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How to Create a Rule

1

Open Triggers

In the left navigation menu, open Triggers.
2

Create a new rule

Click + Create Rule. A new rule editor opens, split into two columns: When this happens on the left and Actions on the right.
3

Add your conditions

In the left column, click + Add Condition and choose the event you want to monitor from the grouped list below.
4

Add your actions

In the right column, click + Add Action and choose what the system should do automatically when the condition is met.
5

Save the rule

Name your rule, then save it. The rule becomes active immediately.

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When This Happens — Conditions

Click + Add Condition and select from the following grouped events:

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Tags

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Custom Fields & Conversation Events

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Sequences

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Entry Point Links

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Actions — What the System Does

Click + Add Action and choose from the following:

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Real-World Example

Scenario: You want to automatically save a new contact’s name and details to Google Sheets whenever they arrive from an ad campaign. Result: Every time a new customer messages you from an ad link, their name and other details are added to the sheet automatically — no manual copy and paste needed.

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Combining Multiple Conditions

A single rule can include multiple conditions and multiple actions simultaneously.
When you add multiple conditions to a rule, the system only fires the rule when all conditions are met at the same time. Design your rules with this “AND” logic in mind — if you need “OR” logic, create separate rules for each condition.
Use the DateTime Based Trigger condition to build time-sensitive automations — for instance, automatically sending a reminder message one day before a scheduled appointment by reading the appointment date from a Custom Field.