Triggers

Define when your agent activates

Triggers tell your agent when to activate. Without a trigger, your agent only works in the test chat — it won't respond to real tickets or messages on its own.

How triggers work

 ┌──────────┐     ┌──────────┐     ┌──────────┐     ┌──────────┐
 │  Event    │────▶│  Trigger │────▶│  Agent   │────▶│  Action  │
 │  happens  │     │  fires   │     │  runs    │     │  taken   │
 └──────────┘     └──────────┘     └──────────┘     └──────────┘

 Example:
 Customer      "Any Customer    Agent reads     Replies to
 sends a  ───▶  Message"    ───▶ ticket and ───▶ customer
 ticket        trigger fires    finds answer

When an event matches your trigger condition, your agent activates, processes the input, and takes the configured actions.

Setting up triggers

1. Open your agent workspace

2. Go to Settings > Triggers

3. Click Add Trigger

4. Select the trigger type

5. Configure any options

6. Save and enable

Available triggers by integration

Zendesk

Trigger	Description	Best for
Any Customer Message	Fires on any new or updated ticket	Full automation (AI Agent)
First Customer Message	Fires only on the first message before any agent reply	Triage
Support Request Closed/Resolved	Fires when a ticket is closed	Follow-up or CSAT
Agent Requests AI Help	Fires when @eesel is mentioned in an internal note	On-demand AI assist

Freshdesk

Trigger	Description	Best for
@eesel Mentioned	Fires when @eesel is mentioned in internal notes	On-demand AI assist
New Ticket Created	Fires when a new ticket is created	Triage or full automation
Ticket Updated	Fires when an existing ticket is updated	Follow-up handling

Intercom

Trigger	Description	Best for
Customer Sends Message	Fires when a customer sends a message	Full automation
@eesel Mentioned	Fires when @eesel is mentioned in internal notes	On-demand AI assist

Gorgias

Trigger	Description	Best for
Any Customer Message	Fires on any new or updated ticket	Full automation
Agent Requests AI Help	Fires when @eesel is mentioned in internal notes	On-demand AI assist

Jira Service Management

Trigger	Description	Best for
Any Customer Message	Fires on any new or updated issue	Full automation
Agent Requests AI Help	Fires when @eesel is mentioned in comments	On-demand AI assist

Slack

Trigger	Description	Best for
@eesel Mentioned	Fires when @eesel is mentioned in a channel	Internal knowledge agent

Choosing the right trigger

Use case	Recommended trigger
Automate all tickets	Any Customer Message
Triage and route tickets	First Customer Message
AI assist on demand	Agent Requests AI Help
Internal Slack agent	@eesel Mentioned
Post-resolution follow-up	Support Request Closed

Multiple triggers

You can add multiple triggers to the same agent. For example:

• Any Customer Message — Agent responds to all tickets

• Agent Requests AI Help — Team can also ask the agent for help directly

Tips

Start with "Agent Requests AI Help" if you're nervous about automation. This lets your team control when the AI activates by @mentioning it.

Use "First Customer Message" for triage. It fires before any agent replies, making it ideal for categorization and routing.

Disable triggers to pause. You can disable a trigger without deleting it — useful for maintenance or testing.