Creating a coherent chain of triggers

To automate communication with clients as much as possible, create a chain of triggers that will be executed coherently.

For example: a client sent «/start» to a telegram bot → a trigger reacted to «/start» and sent several buttons → a client chose button № 2 → a trigger reacted to button № 2 and sent several more buttons → a client chose button № 1 → a trigger reacted to button №1 and sent needed information to a client.

It turns out, you can create a kind of a «tree» in which, depending on a specific reply of a client, a trigger will offer a particular next step.

Important nuances

For a coherent chain of triggers to work, it's important to keep a few nuances in mind:

1. Triggers work in an order you place them in Usedesk, from top to bottom.

2. When creating triggers, name them according to the formula «A channel name + a "step" number + any information you need». This is also necessary for triggers to work coherently. And it's just more convenient that way :)

By a step, we mean a part of a «tree» of triggers. For example, when a client has just contacted a bot, and a trigger replied «/start» to his message, this will be the first step trigger. Triggers that will react to a next client selection are the second step triggers. And so on. A little below there will be a full demonstration of our bot work inside — it will become quite clear.

3. In the «What» block in triggers, be sure to specify a channel for which a trigger should work.

4. So that triggers do not «get stuck», they must update a ticket or a chat. Options:

  • Update a status – add the «Update status» condition → «Pending» to the conditions in the «To do» block. Or «Executed» – as convenient, depending on your needs.

    The «Executed» status is suitable if you do not use CSI — in a chat interface, this status is assigned to tickets after clicking the «End chat» button, after which a client is asked to rate an agent's work;
  • Add a tag — add the «Add tags» condition in the conditions in the «To do» block → think of a unique tag for this trigger and write. In the same trigger in the «What» block add the «Tag» condition → «Text not equal» → in a text block specify an invented tag.

Our test bot

We've created a Telegram bot - chat with it to understand how trigger chains work. Click here or search @Chain_Of_Triggers_En_Bot in Telegram

The bot is based on only eight triggers:

First step triggers

It reacts to the «New» ticket status — so that the bot will send buttons in reply to any first message:

Reacts to «Step back» or «4»:

Second step triggers

Reacts to «See buttons work»:

Reacts to «See numbers work» and «0»:

Third step triggers

Reacts to «All is clear!»:

Reacts to number «1»:

Reacts to number «2»:

Reacts to number «3»:

Transfer to an operator

You can add a button to the last step triggers that will allow a client to contact an agent if his issue is not solved. This adds another step with a trigger that will react to the «I need an operator help» button (or any other convenient name) and assign a ticket to an agent or a group of agents. Read more about distributing tickets using triggers in this article.