Configure Triggers and Behaviour Rules

What this guide covers

This guide explains how to configure chatbot triggers for a tour location. You will define trigger conditions, assign actions, save rules, and validate behaviour in testing.

Before you start

• Select the correct tour location in Chatbot.
• Save chatbot configuration first.
• Save tour navigation points first if you plan to use navigation actions.

1) Open Chatbot Triggers

1. Go to Chatbot > Settings.
2. Find Chatbot Triggers.
3. Click Expand.
4. Confirm existing triggers load for the selected location.

Triggers are location-scoped and tied to the selected chatbot configuration.

2) Create a trigger condition

1. Click Add Trigger.
2. Set Trigger Name.
3. Choose Condition:
   • Keywords
   • Number of messages
4. Configure the condition value:
   • For keywords, enter comma-separated terms.
   • For message count, enter a positive number.

Use precise, operational phrases for keyword conditions.

3) Choose action behaviour

Set Action for each trigger:

• Send AI message
• Send message + URL
• Move to tour point

Then complete required action inputs:

• Response message (required for every trigger)
• URL (required for URL action)
• Tour point (required for navigation action)

If action inputs are incomplete, trigger behaviour will fail or be ignored.

4) Manage trigger lifecycle

For each trigger, you can:

• Toggle Active on/off
• Edit condition and action values
• Delete unused triggers
• Reorder by save sequence (display order follows current list)

Keep trigger scope narrow to avoid unintentional matches.

5) Save and validate end-to-end

1. Click Save Triggers.
2. Confirm success notification.
3. Test in Tour Setup or Playground:
   • Send prompts that should match and should not match.
   • Confirm response message output.
   • Confirm URL action opens correctly when configured.
   • Confirm tour-point action navigates to the intended saved point.

Validation should include both positive and negative trigger tests.

Common issues

• No triggers available to edit: save chatbot configuration first.
• Keyword trigger never fires: simplify keywords and remove ambiguous terms.
• Message-count trigger inconsistent: verify message threshold logic with repeat tests.
• Navigate action does not move tour: confirm selected tour point still exists and is valid.
• Wrong behaviour fires: reduce overlapping keyword sets between triggers.

Validation checklist

• Triggers are configured for the correct tour location.
• Every trigger has a clear condition and complete action inputs.
• Active/inactive status is intentional.
• URL and navigation actions work during testing.
• Trigger set is clean, non-duplicative, and operationally maintainable.

Final note

Treat triggers as controlled automation rules. Keep conditions explicit, minimise overlap, and revalidate after any changes to prompts, tour points, or conversation flow.