A trigger is a way of forcing the chatbot to select and use a particular intent regardless of its match score. You define a set of rules for an intent and if those rules are met, that intent will be used.
To add a trigger, while adding or editing an intent in Studio:
- Click the Add new trigger button.
The Select rule dialog will open.
- Click the rule you wish to use as a trigger.
For example, the Empty message rule triggers if the message received from the customer is empty. This most often occurs if the customer replies with an emoji, which the chatbot will strip out of the message before trying to interpret it. To create an intent that has a standard reply for that circumstance, choose this rule.
- Type the reply you want your bot to make in the then bot replies field.
- Complete the rest of the details for the intent as normal.
Conflicting triggers
When adding triggers to your intents, avoid using the same trigger conditions on two different intents. The aim of triggers is to let you be sure which intent will be used. If two or more intents have the same triggers, you can longer be sure which the bot will use.
More information on specific trigger rules
Other support articles offer deep-dives into specific triggers, check the following articles for more:
- Any word, All words, Not accepted words - Using keyword triggers
- Suggestions found, Suggestions not found - Setting up answer suggestions
Other triggers
There are many additional triggers available in Studio. Each has a tooltip explaining its basic use. Point your mouse at the ? to read the short description.
If you have any questions about other additional triggers and how to use them, please contact us through support.chatbot@leaddesk.com.