Smart triggers are the instructions for the chatbot to perform certain actions based on pre-defined conditions. It lets you define certain rules to have specific actions automatically. For example, you can instruct the chatbot to automatically forward the chat to a live agent by setting up the following conditions:

• When the word "live agent" or “human” occurs in a visitor's question or
• When the visitor belongs to a VIP group or any specific region.
• When the visitor is visiting the web page for the second time. 

Consider a scenario, where you have defined three conditions to trigger an action. You can apply the following trigger rule using the logical operator on these conditions:

• Meet any: Any condition out of the three conditions is met.
• Meet all: All three conditions are met. 
• Use logic expression: Set of condition identifier associated using ‘or’ and ‘and’ operators.

You can choose to trigger the following actions based on the set conditions:

• Send notifications: Notifies the selected agent or department automatically.
• Monitor or transfer chat: Enables the selected agent or department to automatically monitor the ongoing chats and intervene if needed, or transfers the chat to the selected agent or department automatically. 
• Change ticket assignee: Changes the ticket assignee name to the name of the selected agent or department.
• Add to visitor segment: Adds the visitor into the existing visitor segments (such as VIP customer segment, frequent visitor segment, and so forth) or to a new one. You are presented with a drop-down list of existing visitor segments to choose from or you can create a new visitor segment.
  Note: This action is visible only if the Segmentation feature is enabled.
  To enable Segmentation, navigate to Live Chat > Settings > Segmentation.

Configuring Smart Triggers

To configure Smart Triggers, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation menu, got to Bot > Chatbot > Smart Triggers.
   The Smart Triggers page appears.
   Note: Ensure that the correct Bot is selected in the drop-down list. 
3. Click New Smart Trigger.
   The New Smart Trigger page appears.
4. On the New Smart Trigger page, do the following:
   1. Turn on the Enable toggle key.
   2. Enter the smart trigger name.
5. In the Conditions section, do the following:
   1. Select Meet all, Meet any or Use logic expression from the drop-down list to set a trigger rule. To learn more about Logical Expression, see this article.
   2. Click Add a condition to set a condition based on your need. Each condition has its identifier.
      Note: 

      • You can add multiple conditions by clicking the Plus icon available with each condition.
      • The parentheses must come in pairs and should be written as half-width.
      • Space should be added before and after OR and AND expressions. They are not case-sensitive.
      • The precedence of logical operators from highest to lowest is: (), AND, OR.
      • The number used in the expression must exist in the identifier list.
6. In the Actions section, do the following: 
   1. Select the checkbox of the actions you want to trigger. The selected action expands with more options.
   2. Select the Departments or Agents option.
      • In case you select Departments:
        1. Select the department from the list of departments. 
      • In case you select Agents:
        1. Filter Agents by the department from the All Agents drop-down list or select Agents.
        2. Select an agent from the Agent list.
7. Click Save.
   A new smart trigger is listed on the Smart Triggers page. 
8. From the list area of smart triggers, you can perform the following actions on smart triggers:
   • Disable or enable 
   • Edit 
   • Copy 
   • Delete