Triggers
Rules you can read.Running while you don’t.
When something happens to a conversation, Kuvra checks it against your rules and acts: assign, tag, prioritise, change status, auto-reply or switch the AI.
When · If · Then
Build one, test it before it runs
The same builder as Settings → Triggers. Change anything on the left and see, on the right, whether it would fire for each sample conversation.
When
If · all of these
Then
Test it against
New email: “Invoice #4417 has the wrong VAT number”
- Event is New conversation created
- Subject contains “invoice”actual: “Invoice #4417 has the wrong VAT number”
The vocabulary
Five events, seven checks, seven actions
Everything a trigger can listen for, look at and do. Small enough to learn in a minute.
When
New conversation created
A visitor starts a conversation
Customer sends a message
A visitor writes in an open conversation
Agent replies
A teammate sends a reply
Conversation assigned
Someone is assigned to it
Status changes
It moves to a new status
If
- Channelisis not
- Priorityisis not
- Statusisis not
- Subjectcontainsis
- Message texton message eventscontains
- Visitor emailcontainsis
- Languageisis not
Then
Assign to agent
To a named teammate.
Assign to team
To a team, for them to pick up.
Set priority
Urgent, high, normal or low.
Set status
Any status in the flow.
Add tag
Any tag from your catalogue.
Send auto-reply
A message, sent as it's written.
AI auto-reply
Turn AI replies on or off for it.
The engine
Predictable on purpose
Automation you can’t explain is automation you stop trusting. These are the rules the rules follow.
Picking actions by hand instead? See macros
- Every condition must match
- Conditions are joined with AND. A trigger with none runs on every event of its kind.
- Text ignores case
- “Invoice”, “INVOICE” and “invoice” all match a condition on “invoice”.
- One action per trigger
- Need three things to happen? Three triggers on the same event, each easy to read and switch off.
- Runs on the server, right away
- The moment the event happens, whether anyone has the dashboard open or not.
- No loops
- Changes a trigger makes never set off another trigger, so rules can't chase each other.
- Off without deleting
- Pause a trigger with its switch and turn it back on when you need it.
Trigger questions
Owners and admins, in Settings → Triggers. Everyone sees the results in the inbox.
Still curious? Email hello@kuvra.dev