⚡Behavior Triggers (workflow automations)
Behavior Triggers let you automate what happens when something doesn’t happen in a conversation — for example, the contact doesn’t reply, stays inactive, or doesn’t convert. You define a condition (e.g. “no reply for 2 hours”) and an action (e.g. send a follow-up message or run a specific node). The system runs these checks in the background so you don’t have to.
How to open Behavior Triggers
Open Bots from the sidebar and select a bot.
In the Workflow Builder, open Advanced settings or the Behavior Triggers section (often in the top bar or in a panel).
Click Add trigger (or New) to create one.
Triggers are per bot. Each bot can have multiple triggers (e.g. one for “no reply” and one for “inactivity”).
Trigger types
No Reply
Fires when the contact doesn’t send a message within a time window after your last message.
Follow-up after you asked a question; “Still there?” after silence.
Inactivity
Fires after a period with no activity (no messages either way).
Re-engage after a long pause; “We’re here if you need anything.”
No Conversion
Fires when a conversion goal (e.g. purchase, sign-up) doesn’t happen within a window.
Remind about an abandoned cart or incomplete sign-up.
Repeated Intent
Fires when the contact repeats the same intent or pattern (e.g. same question several times).
Escalate to an agent or run a specific flow when the bot isn’t helping.
For each trigger you set a delay (e.g. 120 minutes for “no reply after 2 hours”).
Actions (what happens when the trigger fires)
When the condition is met, the trigger runs one action:
Send Message
Sends a fixed message (e.g. “Just checking in — reply if you’d like to continue.”). You can use variables if your setup supports them.
Run Specific Node
Jumps to a node in the same bot (e.g. a “Follow-up” message node or a handoff). Use this to re-enter the flow at a defined step.
Transfer to Agent
Sends the conversation to the Inbox so a human can take over.
Call Webhook
Calls an external URL (e.g. your CRM or notification service).
You can combine trigger type + delay + action to build automations like: “If no reply for 2 hours → send a follow-up message.”
Recipes (example automations)
Use these as templates and adjust the delay and message to your needs.
1. No-reply follow-up
Goal: Nudge the contact when they don’t reply after you asked something.
Trigger type: No Reply
Delay: 60–120 minutes (or your preference)
Action: Send Message
Message: e.g. “We’re here if you have any questions. Reply anytime to continue.”
Tip: Keep the message short and friendly. Add a Transfer to Agent trigger with a longer delay (e.g. 24 hours) if you want to escalate after long silence.
2. Inactivity re-engagement
Goal: Re-engage after a long quiet period with no messages.
Trigger type: Inactivity
Delay: e.g. 24 hours (1440 minutes)
Action: Send Message
Message: e.g. “Haven’t heard from you in a while — we’re here when you need us.”
Tip: Use this on support or sales bots to gently bring the conversation back.
3. No-conversion reminder (e.g. abandoned cart)
Goal: Remind the contact when they didn’t complete a goal (e.g. checkout, sign-up).
Trigger type: No Conversion
Delay: e.g. 1–2 hours
Action: Send Message (or Run Node to a “Reminder” step)
Message: e.g. “You left something behind — complete your order when you’re ready.”
Tip: If your flow has a clear “conversion” step (e.g. thank-you node), the trigger fires when that step isn’t reached in the window.
4. Repeated intent → escalate to agent
Goal: When the contact keeps saying the same kind of thing (e.g. same question), hand off to a human.
Trigger type: Repeated Intent
Delay / pattern: Set the minimum occurrences (e.g. 2–3) and intent/pattern if your bot supports it.
Action: Transfer to Agent
Handoff message: e.g. “Connecting you with a team member who can help.”
Tip: Use this so the bot doesn’t loop on the same question; an agent can step in and resolve it.
5. No reply → run a specific node
Goal: After no reply, re-enter the flow at a “Follow-up” or “Options” node instead of sending a single message.
Trigger type: No Reply
Delay: e.g. 90 minutes
Action: Run Specific Node
Node: Select the node that has your follow-up message or menu.
Tip: The selected node runs as the next step, so you can show options again or a different message.
Managing triggers
Active / Paused — Each trigger has a toggle. Turn it off to pause without deleting.
Edit — Change delay, action, or message from the trigger list or panel.
Delete — Remove the trigger when you no longer need it.
Triggers run in the background; you don’t need to be in the Workflow Builder for them to fire. Make sure the bot is Active and the trigger is Active for the automation to work.
Troubleshooting
Trigger never fires
Check that the trigger is Active and the bot is Active. Confirm the delay (e.g. 120 = 2 hours). For No Reply, the contact must not have sent a message in that window.
Trigger fires too often
Increase the delay. For Repeated Intent, increase the minimum occurrences.
Wrong message or node
Edit the trigger and update the Send Message text or the Run Specific Node target.
Want to turn it off temporarily
Pause the trigger with the Active/Paused toggle; you can turn it back on later.
For building the main flow (messages, options, conditions), see Workflow Builder and Configure each bot node. For lead-based automations (webhook → send messages), see Lead Automations.
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