Trigger events
Last updated: September 9, 2026
Trigger-Events determine when a workflow is evaluated. Each workflow responds to exactly one event.
Available Events
| Event | Description | When Triggered |
|---|---|---|
conversation.created | New Conversation | A visitor starts a new chat |
conversation.closed | Conversation closed | Agent or Auto-Close ends the chat |
conversation.assigned | Conversation assigned | Conversation is assigned to an agent |
message.received | New message | A visitor sends a message |
Event Data
Each event provides context data that can be used in Conditions:
conversation.created
- All Conversation fields (status, priority, widget_id, department_id)
- Visitor data (via EventData)
conversation.closed
- Conversation fields including assigned_user_id
- Closing context (who closed)
conversation.assigned
- Conversation fields
- assigned_user_id (the new agent)
message.received
- Conversation fields
- Message fields (content, sender_type)
Common Combinations
| Goal | Event | Condition |
|---|---|---|
| Automatically tag new chats | conversation.created | widget_id equals "5" |
| Detect keywords in messages | message.received | message_content contains "billing" |
| Notify on closure | conversation.closed | conversation_priority equals "urgent" |
| Prioritize on assignment | conversation.assigned | — (always) |
Tips
- message.received is the most common event — here you respond to content
- conversation.created is suitable for initial routing and tagging
- Use conversation.closed for follow-up actions (e.g., trigger a survey)