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Triggers decide when Chatarmin CX checks an AI Agent. Filters decide whether the ticket is a match.

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Trigger types

New ticket

Check the agent when a customer creates a ticket. Filters then decide whether the agent should own it.

Delay based

Check the agent after a ticket has stayed resolved for the configured time. The ticket must still be resolved when the delay ends.
Delay-based triggers currently support Resolved for X. Use them for CSAT, follow-ups, and reports that should run after a resolved support window. Delay-based triggers do not use an AI trigger, because there is no new inbound message to classify.

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Before new matching starts

For an incoming customer message, Chatarmin CX first checks whether an AI Agent or Workflow already owns the conversation. If so, that owner continues before new triggers and filters are considered. The owner is not simply the latest assignment shown in the Inbox. Assigning a person without replying does not stop the current AI Agent. After a normal reply, the same agent can continue customer follow-ups for up to 30 days even after the live assignment is cleared. A human reply stops that agent’s follow-up, and the next customer message can be matched again. If the agent is still waiting for customer information, a delay, or approval, a human reply prevents the old work from resuming. That open pause also blocks a fresh AI Agent, so the human team owns the conversation while it remains open. Read Routing and ownership for examples.

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Choose the filter: AI trigger first

Matching on what the customer means uses an AI trigger. Matching on a structured value the system already knows uses an exact filter.

AI trigger

Default for intent-shaped work: returns, delivery questions, complaints, address changes. Match meaning across different phrasings.

Exact filters

For structured values: channel, language, integration, status, team, or a reliable tag. Narrow where the agent may run.
They compose. Exact filters narrow where. The AI trigger decides whether the intent fits. Most specialists use both.

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First Level router exception

Use one First Level router with broad exact channel filters and no AI trigger. Exact matches are checked before meaning-based matches, so the router becomes the stable customer entry point for those channels. Specialists behind the router use detailed AI triggers. The router consults them after it has read the complete request instead of asking several top-level agents to compete for the same ticket.

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Why a tag is not an intent filter

A tag filter is exact and cheap, but it depends on auto-tagging first. Every tagging miss is an agent that never runs. Prefer an AI trigger when the customer can phrase the same request many ways. Keep a tag as an extra boundary only when that tag is already reliable.

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Write a strong AI trigger

Describe the support request in plain language:
  1. Intent scope — what the customer wants to accomplish, with real example phrasings.
  2. Exclusions — which adjacent topics belong to another agent.
  3. Edge cases — short follow-ups, negated mentions, or background mentions.
Thin (avoid): “Handles returns. Keywords: return, refund, send back.” Routable (prefer): “Customer wants to return, exchange, or get help with an already delivered order, including return labels, refunds after delivery, or reporting damage. Typical phrasings include ‘I want to send this back’ and ‘the package arrived damaged’. Does not handle shipment tracking for undelivered orders or cancellations before delivery.” Business rules such as refund windows stay in instructions. The AI trigger only decides which agent runs.

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Customer-support examples

  • New ticket + AI trigger: Match customers asking where an order is, whether it shipped, or why delivery is late.
  • New ticket + exact filters: Consider the agent only for German email tickets.
  • New ticket + both: Handle address-change requests only for open Shopify tickets, with an AI trigger for the address-change intent.
  • Delay based: Send a CSAT follow-up after the ticket has remained resolved for the configured time.

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Set up a trigger

1

Choose when to check the agent

Use New ticket for incoming support or Delay based for work after a ticket has stayed resolved.
2

Add the AI trigger for intent

Describe the customer request the specialist should own. For the one First Level router, skip this and use its broad exact channel scope.
3

Set exact boundaries

Add exact filters for channel, status, integration, language, team, or other fixed ticket data.
4

Test positive and negative cases

Test messages that should start the agent, messages for another agent, and ambiguous requests that should go to a person or fallback.

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Which agent runs

Only one AI Agent owns the customer conversation at a time. Existing responsible work goes first. Among eligible AI Agents, the order is exact match, confident meaning-based match, then catch-all. This is why the one broadly scoped First Level router can own the entry path and consult specialists. A high-confidence Workflow with an AI prompt is considered only if no AI Agent was selected. Classic AI is considered only if none of those takes the conversation. Read the full behavior and examples in Routing and ownership. For ready-to-use trigger patterns, see AI Agent examples.