Proactive Triggers
Proactively offer assistance to users based on their behavior, even before they ask for help.Proactive triggers require Pro or Enterprise plan.
What Are Proactive Triggers?
Proactive triggers let your bot:- Monitor for specific patterns or behaviors
- Automatically offer relevant help
- Engage users before they open tickets
- Reduce support volume with preemptive assistance
How It Works
Use Cases
Error Messages
Detect when users share error codes and offer solutions
Confusion Signals
Respond to “how do I” or “help” messages
New Members
Welcome and guide new server members
Repeated Questions
Address frequently asked questions automatically
Setting Up Proactive Triggers
1
Navigate to Settings
Dashboard → AI Features → Proactive Triggers
2
Create New Trigger
Click Create Trigger
3
Define Conditions
Set what activates this trigger
4
Configure Response
Set what the bot sends
5
Set Channels
Choose where trigger is active
6
Save Trigger
Trigger is now monitoring
Trigger Conditions
Keyword Matching
Examples
AI-Based Detection
Use AI to detect intent:- Questions (even without ”?”)
- Confusion or frustration
- Specific topics
- Request for assistance
Response Types
Text Response
Simple text message:Embed Response
Rich formatted response:Knowledge Base Response
Pull answer from your knowledge base:- AI searches KB for relevant content
- Suggests matching articles
- Offers to open ticket if not helpful
Button Response
Message with action buttons:- Open a ticket
- View documentation
- Ask in help channel
- Dismiss
Channel Configuration
Where Triggers Are Active
Choose specific channels:- General chat channels
- Help-seeking channels
- Specific category channels
- Exclude private channels
Channel Types
Ticket channels are excluded by default to avoid interference.
Trigger Behavior
Cooldowns
Prevent spam by setting cooldowns:Rate Limits
Response Timing
Configure when response is sent:- Immediate: Right after trigger
- Delayed: Wait X seconds
- Quiet hours: Different behavior outside hours
Advanced Options
Conditions
Combine multiple conditions:User Filters
Trigger only for certain users:Context Awareness
Consider conversation context:- Don’t interrupt active conversations
- Consider thread vs main channel
- Respect ongoing support interactions
Analytics
Tracking Performance
Monitor trigger effectiveness:Optimization
Use analytics to improve:- Adjust keywords if too many false positives
- Improve responses if low engagement
- Remove ineffective triggers
Best Practices
Examples
Error Code Helper
Trigger: Message contains error pattern Response:New Member Guide
Trigger: User’s first message in server Response:FAQ Auto-Answer
Trigger: Message matches common question Response: AI-generated answer from knowledge base with option to create ticket if not helpful.Troubleshooting
Trigger not firing
Trigger not firing
Check channel permissions, trigger conditions, and cooldowns.
Too many false positives
Too many false positives
Make trigger conditions more specific or add exclusions.
Response feels spammy
Response feels spammy
Increase cooldowns and limit active triggers.
Need Help?
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