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Triggers execute actions immediately and deterministically when conversation events match rules you define. Use them to block spam, label conversations, and enforce business policies - all before the AI processes the message.

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How Triggers Work

Triggers follow an if-then model: when an event occurs and an audience matches, then execute one or more actions.
  1. Event occurs - a user sends a message (currently the only supported event)
  2. Audience evaluation - the trigger checks if the conversation, user, and message match your criteria
  3. Action execution - if the audience matches, all configured actions run immediately
  4. Conversation proceeds - if not blocked, the conversation continues to AI processing
All matching triggers execute in priority order (top to bottom). Triggers do not stop processing when one matches.

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Audience Criteria

Audiences determine which conversations match your trigger. Build rules using the visual query builder with AND/OR logic and NOT toggles. Available fields:
CategoryFields
User attributesEmail, phone, timezone, labels, external IDs, platform-specific IDs
Channel propertiesChannel type (Browser, WhatsApp, Zendesk, Slack), subdomain, team ID
Conversation contextMessage count, created date, labels, external IDs
Message propertiesContent, sender type, timestamp
Time conditionsCurrent date/time, hour, day of week, timezone
Examples: 
Block email domain:       user.email ends with "@marketplace.example.com"
After-hours labeling:     current_hour < 9 OR current_hour >= 17
VIP on specific channel:  user.labels contains "vip" AND channel.type is "Zendesk"
Audience definitions use the same field structure as Audiences, but evaluate in real-time as messages arrive rather than as stored segments.

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Actions

When a trigger’s audience matches, it executes one or more actions in sequence.
ActionDescriptionEntity types
BlockPrevents the conversation from continuing. No AI response is generated, the user receives no notification (silent block).Conversation
Assign LabelAdds a label to the entity. Labels appear in conversation lists, analytics, and can be used by other triggers.Conversation, User, Message
Unassign LabelRemoves a label from the entity. No error if the label doesn’t exist.Conversation, User, Message
You can combine multiple actions in a single trigger. Place label actions before block actions to ensure labels apply even when the conversation is blocked.
Blocking is permanent and silent. Use it only for clear policy violations, not borderline cases. For uncertain situations, assign a review label instead.

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Creating a Trigger

Open your trigger settings to get started. You can use a quick-start template (Block Spam Users, Block Marketplace Emails, Label Non-Europe Timezone) or create a custom trigger:
1

Create new trigger

Click New Trigger, enter a descriptive name (for example “Block marketplace notifications”)
2

Configure When

Select the event (User Message Received) and define audience criteria using the query builder
3

Configure Then

Add one or more actions (Block, Assign Label, Unassign Label) and arrange them in execution order
4

Enable and save

Toggle “Active” to enable, then click Create Trigger
Create triggers in a disabled state first. Use label actions (not block) to verify your audience criteria matches correctly, then switch to blocking once you’re confident.

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Managing Triggers

The trigger list shows each trigger’s name, event, action types, and enabled status. From there you can:
  • Enable / disable a trigger with the toggle switch - disabled triggers are ignored entirely
  • Edit a trigger by clicking its row - changes take effect immediately
  • Delete a trigger with the trash icon - deletion is permanent, previously blocked/labeled conversations are unaffected
  • Reorder by deleting and recreating in the desired sequence (priority runs top to bottom)

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Next Steps

  • Audiences - Build audience segments used in triggers
  • Actions - Configure AI-powered actions (vs. deterministic triggers)
  • Labels - Organize and filter conversations with custom labels
  • Roles and Permissions - Control who can create and manage triggers