> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Proactive Triggers

> Automatically offer help based on user activity

# Proactive Triggers

Proactively offer assistance to users based on their behavior, even before they ask for help.

<Info>
  Proactive triggers require **Pro** or **Enterprise** plan.
</Info>

## 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

```
User Activity
     ↓
Pattern Detected
     ↓
Trigger Condition Met
     ↓
Proactive Response Sent
     ↓
User Helped (No Ticket Needed)
```

## Use Cases

<CardGroup cols={2}>
  <Card title="Error Messages" icon="circle-exclamation">
    Detect when users share error codes and offer solutions
  </Card>

  <Card title="Confusion Signals" icon="question">
    Respond to "how do I" or "help" messages
  </Card>

  <Card title="New Members" icon="user-plus">
    Welcome and guide new server members
  </Card>

  <Card title="Repeated Questions" icon="rotate">
    Address frequently asked questions automatically
  </Card>
</CardGroup>

## Setting Up Proactive Triggers

<Steps>
  <Step title="Navigate to Settings">
    Dashboard → AI Features → Proactive Triggers
  </Step>

  <Step title="Create New Trigger">
    Click **Create Trigger**
  </Step>

  <Step title="Define Conditions">
    Set what activates this trigger
  </Step>

  <Step title="Configure Response">
    Set what the bot sends
  </Step>

  <Step title="Set Channels">
    Choose where trigger is active
  </Step>

  <Step title="Save Trigger">
    Trigger is now monitoring
  </Step>
</Steps>

## Trigger Conditions

### Keyword Matching

| Match Type      | Description                   |
| --------------- | ----------------------------- |
| **Contains**    | Message includes keyword      |
| **Starts with** | Message begins with phrase    |
| **Exact match** | Message is exactly the phrase |
| **Regex**       | Pattern matching              |

### Examples

| Trigger          | Pattern              | Type        |
| ---------------- | -------------------- | ----------- |
| Error codes      | `ERROR:`, `ERR_`     | Contains    |
| How-to questions | `how do i`, `how to` | Contains    |
| Help requests    | `!help`, `/help`     | Starts with |
| Specific formats | `[A-Z]{3}-\d{4}`     | Regex       |

### 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:

```
I noticed you mentioned an error code. 
Check our troubleshooting guide: [link]
```

### Embed Response

Rich formatted response:

```
╔═══════════════════════════════════════╗
║  💡 Need Help?                        ║
╠═══════════════════════════════════════╣
║  I noticed you might need assistance. ║
║                                       ║
║  📚 Check our FAQ                     ║
║  🎫 Open a ticket                     ║
║  💬 Ask in #help                      ║
╚═══════════════════════════════════════╝
```

### 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

| Setting       | Behavior                  |
| ------------- | ------------------------- |
| **Allowlist** | Only these channels       |
| **Blocklist** | Everywhere except these   |
| **All**       | Every channel bot can see |

<Note>
  Ticket channels are excluded by default to avoid interference.
</Note>

## Trigger Behavior

### Cooldowns

Prevent spam by setting cooldowns:

| Cooldown Type   | Description                    |
| --------------- | ------------------------------ |
| **Per User**    | Once per user per X minutes    |
| **Per Channel** | Once per channel per X minutes |
| **Global**      | Once total per X minutes       |

### Rate Limits

| Setting              | Recommended  |
| -------------------- | ------------ |
| Per user cooldown    | 5-15 minutes |
| Per channel cooldown | 1-5 minutes  |
| Maximum per hour     | 10-50        |

### 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:

```
IF message contains "error"
AND user is new member (joined < 7 days)
AND channel is #general
THEN send help response
```

### User Filters

Trigger only for certain users:

| Filter             | Description             |
| ------------------ | ----------------------- |
| **New Members**    | Joined recently         |
| **No Roles**       | Members without roles   |
| **Specific Roles** | Has certain role        |
| **Exclude Staff**  | Don't trigger for staff |

### 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:

| Metric                | Description        |
| --------------------- | ------------------ |
| **Times Triggered**   | How often it fires |
| **Helpful Rate**      | User engagement    |
| **Ticket Prevention** | Tickets avoided    |
| **Feedback**          | User reactions     |

### Optimization

Use analytics to improve:

* Adjust keywords if too many false positives
* Improve responses if low engagement
* Remove ineffective triggers

## Best Practices

<Tip>
  **Start Conservative**
  Begin with specific triggers, expand gradually.
</Tip>

<Tip>
  **Be Helpful, Not Annoying**
  Users shouldn't feel bombarded. Use cooldowns.
</Tip>

<Tip>
  **Test Thoroughly**
  Trigger in test channel first to verify behavior.
</Tip>

<Tip>
  **Provide Value**
  Only trigger when you can genuinely help.
</Tip>

<Tip>
  **Allow Dismissal**
  Include a way for users to dismiss if not helpful.
</Tip>

## Examples

### Error Code Helper

**Trigger**: Message contains error pattern
**Response**:

```
I noticed you shared an error code. 
Here are some quick fixes:
• Error TC001: Regenerate your bot token
• Error TC002: Check bot permissions
• Error TC003: Wait and retry

Still stuck? Click below to open a ticket.
[Open Ticket]
```

### New Member Guide

**Trigger**: User's first message in server
**Response**:

```
Welcome to the server! 👋

Quick links to get started:
📜 Rules: #rules
❓ FAQ: #faq  
🎫 Support: #support

Need help? Just ask here or open a ticket!
```

### FAQ Auto-Answer

**Trigger**: Message matches common question
**Response**: AI-generated answer from knowledge base with option to create ticket if not helpful.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Trigger not firing">
    Check channel permissions, trigger conditions, and cooldowns.
  </Accordion>

  <Accordion title="Too many false positives">
    Make trigger conditions more specific or add exclusions.
  </Accordion>

  <Accordion title="Response feels spammy">
    Increase cooldowns and limit active triggers.
  </Accordion>
</AccordionGroup>

<Card title="Need Help?" icon="headset" href="https://ticketcord.net/discord">
  Questions about proactive triggers? Join our Discord
</Card>