What is this?
The trigger decides when a workflow runs. It listens for a specific event and starts the automation only when that event occurs. Every automation has exactly one trigger, and it’s the first block on the canvas.If a workflow fires at the wrong time or not at all, the trigger is the first thing to check.
What can I do here?
The triggers you can choose depend on the channel type. Each one is covered on its own page:
A good trigger matches the real business moment. A poor trigger causes duplicate runs, missed conversations, or logic that fires in the wrong place.
How to use it
Choose the right trigger
1
Define the outcome first
What should the automation achieve? For example: Reply to pricing questions and assign them to sales.
2
Identify the true starting event
What real activity marks the start? A keyword message, a new conversation, or a webhook — not a later step in the process.
3
Pick the matching trigger
Select the trigger whose event aligns exactly with that moment. When in doubt, prefer the most specific trigger.
Tips
- One trigger per workflow. Don’t try to start the same flow from multiple unrelated events — create focused flows instead.
- Prefer triggers that carry data. A trigger that includes the payload you need saves extra lookups.
- Scope by channel. A workflow built for WhatsApp won’t fire for Web Chat. Confirm the channel in Channels.
Troubleshooting / Technical Notes
- The flow never runs. Check that it’s Active and the channel matches the conversation.
- The flow runs twice. Two automations may share the same trigger. Review the list in Manage Live Flows.
- A trigger I expect isn’t in the list. The builder shows the triggers available for the automation’s channel — comment and referral triggers are channel-specific.