Use the trigger selection step in Automation to decide what event should start the workflow.
Why this page matters
The trigger is the real starting point of the automation. If it is wrong, the flow can fire too often, miss the correct event, or run in the wrong place.
What you can do
- choose the event that starts the workflow
- match the workflow to the channel where it should run
- prevent duplicate or premature execution
Common trigger ideas
- a new inbound message arrives
- a new conversation starts
- a webhook event is received
- an interaction happens on a supported channel
How to use it
- Define the business outcome first.
- Identify the exact event that should begin the process.
- Pick the trigger that matches that event.
- Test with realistic traffic before turning the automation fully active.
Good practice
If a workflow is firing at the wrong time, the trigger is the first thing to review. Last modified on April 24, 2026
