The ultimate chatbot guide

How to set chatbot triggers with Kommo

August 25, 2023

6 min.

Did you know that triggers can often define the success or failure of a chatbot when it comes to getting results?

In this article, we’ll cover:

Creating a chatbot is a big task, but it doesn’t stop there. To make sure it brings the best possible results for your business, you need to customize it.☝️

While setting up your first triggers, you can decide on things such as:

📢 What will activate your chatbot

⏱️ The time a chatbot will be active or hibernate

🤔 To which users will the rules apply

These kind of triggers will open doors for opportunities to personalize your customer experience.

Now, let’s see what these chatbot triggers are and how you can set them up in Kommo! 😎

What are chatbot triggers?

Before we get into triggers, let’s remind you what a chatbot is:

Chatbot is a little business AI assistant that can automate your routine tasks, including lead generation, customer communication & retention, sales, reminders, status updates, and more. 🤖

☝️The main idea behind a chatbot is to set rules for the bot to tell it what it should do and when. These rules will be different for each chatbot, depending on its purpose. For example, a chatbot meant for new visitors will have a different script and triggers than a bot conversing with an existing customer.

But now the question is when we have multiple bots, how do we set the right ones to engage in the right circumstances? 🤔

The answer is chatbot triggers.

Let’s see how they work in practice to understand this feature better.

WhatsApp Welcome Chatbot

What we have here is a welcome WhatsApp chatbot. 👋

Just think about it… What is the point of automation if there is no one to greet your leads?

The idea here is that each time a new lead contacts us, no matter the time of the day, our friendly chatbot will always tend to their needs while collecting their data. This way, when a salesperson joins the conversation, they'd have everything they need to turn it into a sale. 🙌

WhatsApp Net-Promoter Score Chatbot

Another important element of this sales process is getting the lead's feedback to understand how well your chatbot and your team perform their duties. 🤩☹️

This is when our Net-Promoter Score bot will come in handy. Once a conversation with the lead is ended, our chatbot gets activated, requesting leads to evaluate the quality of service.

👍Yay or 👎Nay?

WhatsApp Newsletter Chatbot

Finally, we have a chatbot responsible for keeping our leads and customers warm. 🔥

Thanks to the triggers, they receive reminder messages about our weekly special offers every Monday at 9 am, allowing them to save big on our services. 🤑

These are just a few simple chatbot examples. In reality, there are countless ways to use a chatbot; the key to success here is to master the building and optimization processes. 🛠️

Now let's look at what kind of chatbot triggers we have in Kommo and show you how and where to set them up. 😎

How to set chatbot triggers in Kommo

Setting up chatbot triggers in Kommo is quite easy. You can simply follow the instruction below.👇

For those of you who haven’t created a Salesbot yet:

  • Go to Settings > Communication tools > Salesbot
  • Press Create a new bot > Welcome bot
  • Don’t change anything and press Save and continue
  • The Set up the trigger window will pop-up

Now, all you have to do is decide what will launch your chatbot and what kind of leads and days or hours of the week will trigger it.

“Set up the trigger” pop-up window

If you've already created your Salesbot, but the trigger isn’t set yet:

  • Hover the mouse cursor over the Salesbot you are interested in
  • Click + icon

Setting a trigger up for existing Salesbot

Another way to add a Salesbot trigger is to set it in your Digital Pipeline.

  • Go to Leads > Setup Pipeline
  • Click on any spare field & choose Salesbot in the pop-up window

👉 Learn how to create a Salesbot from the Digital Pipeline

How to create a new trigger in Kommo

In the trigger pop-up window, you will find 3 fields for customization, these are:

  • When this happens
  • For all leads with
  • Active hours

Chatbot triggers: “When this happens” field

The condition in this field defines what should happen for the bot to get activated. There are four types of trigger actions:

Pipeline triggers

Pipeline triggers let you launch bots depending on the lead's pipeline stage. You can choose to launch them based on the events, such as: when a new lead or moved to or created in a pipeline stage; or when the responsible user is changed.

Here, you can also set the time for your bot's activation, whether to launch a chatbot immediately or after a specific interval.

Scheduled triggers

These chatbot triggers launch a Salesbot at a specific time and day that you set.

For example, you want to send weekly newsletters or promotions to your customer base. All you have to do is select the starting date and set the trigger to Once a week, at a particular day and time, and your customers will receive a consistent reminder of your brand without any manual input needed.

Behavior-based triggers

Behavior-based triggers activate your bot when a specific action takes place, like a submitted webform, a received phone call, or an email. 📥

Imagine you want your chatbot to send a price list to all leads as soon as they call you. 📞

To make this happen, select the When a call is received trigger. When someone calls you next time, they will automatically receive a message with a price list. 🧾

Conversational triggers

Conversational triggers activate your chatbot when a specific action happens in your chat: a started or closed conversation or a new message.

Let's say you've created a 'Duty hours' bot 🤖 and want your customers to get your business' working hours as soon as they write you a message.

To do that, select When a Lead starts chatting for the first time that day in any channel option. Or, if you want, you can set it only for one of your communication channels, WhatsApp, for example.

Chatbot triggers: “For all leads with” field

The For all leads with field is optional and allows you to add a condition that will trigger your chatbot only for a particular group of leads. It can be someone with a certain budget or with a specific tag.🏷️

You can also use this field if, for example, if you want to send out an offer to your VIP customers who have spent over 10,000 dollars on your service or product. All you have to do is choose Sale and enter the range.

Chatbot triggers: “Active hours” field

In the Active hours field, you can set a time during which your bot will work.🏋️

If you want your bot to be active outside of work hours 🕗, you can simply set the time when you are off, and the bot will take over from there, taking care of all the incoming messages. 📥

A very useful feature: You can also leave the chatbot's responses marked as unanswered to catch up with the conversation – just keep the toggle on.

Once you've finished customizing your chatbot triggers, don't forget to click Done to save all changes.

If you want to edit your existing trigger, click on it and update the trigger settings.

And if you want to delete the trigger, just click Delete trigger 🗑️ in the same window.

How our team can help

Setting up chatbot triggers in Kommo is essential to ensure your business gets the most out of your chatbots. If you find it challenging or need help with the process, our team is here for you.

👩‍💻 Login to your Kommo account

💬 Chat with us here on the website or within your account

🤓 Book a free demo session with the team

🤝 Find a partner to do it for you so that you can relax

🎥 Visit our YouTube Channel


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