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Classic AI triggers decide when the legacy AI agent should run on a ticket.
Move existing Classic AI triggers to AI Agents over time, not only new automation. Follow the migration guide to test new matching in a controlled scope and turn off overlapping Classic AI triggers before expanding. Start with Getting started, and open the Classic AI agent list only during migration or for necessary maintenance.

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How triggers work

A trigger can combine two layers:
  1. Event and property filters, such as a new customer message on a ticket with specific tags, status, or channel.
  2. Semantic matching, such as detecting that the customer asks about a refund, delivery status, or cancellation.
Both layers must match for the agent to run. In mixed setups, ongoing work on the ticket continues first. A matching legacy AI-guided workflow may start before a new AI Agent. Once an AI Agent owns the conversation, Classic AI backs off. See Routing and ownership for the exact behavior.

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Test a trigger

Use manual test runs from the Classic AI agent list to preview which triggers match a ticket. When a trigger does not run, check:
  • whether the ticket event occurred
  • whether ticket status, channel, tags, and fields match
  • whether semantic matching is too narrow
  • whether a workflow or AI Agent already handles the conversation

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Debug a trigger

Ask Torben can inspect a specific case. Include:
  • ticket number
  • Classic AI agent name
  • expected trigger
  • approximate time
Ask Torben will explain which trigger layer matched or failed.