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A Trigger node is where every flow begins. Each flow has exactly one Trigger.

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Events

EventFires when
message_receivedA new inbound message arrives on any conversation
conversation_openedA conversation is created (first inbound message)
conversation_reopenedA resolved conversation gets a new inbound message
contact_createdA new contact is created (first time we see this person)
You pick one event per flow. If you need multiple events to feed the same logic, duplicate the flow and change the trigger.

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Channel scoping

By default a trigger fires on all channels. Scope it to one or more:
  • Webchat
  • Email
  • WhatsApp
  • Instagram
  • Messenger
  • Shopify
This is how you build channel-specific flows — different greetings, different routing, different after-hours handling.

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Timing

Triggers fire before the AI agent replies. So if your flow sends a message or does a handoff, it happens before the AI would have. If the flow just tags or sets a condition and falls through, the AI proceeds as usual. Want to trigger after the AI replies instead? Use a flow with message_received and no blocking action — it’ll run in parallel.

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Multiple flows on the same trigger

You can have several flows on message_received. All matching flows run. If two flows both try to handoff, the first one wins — the second is skipped (you’ll see this in the flow log). Order of execution across flows is stable but not configurable. If you need strict ordering, combine them into one flow with conditional branches.

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Debouncing

Triggers don’t debounce on their own — a burst of 5 messages in 2 seconds will fire 5 times. If you want to act only once per conversation, check the conversation for an internal tag the flow sets, and skip if it’s there.

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Disabling a trigger

Pause the flow (⋯ → Pause) to disable every trigger in it without deleting. Resume restores.