> For the complete documentation index, see [llms.txt](https://docs.athenachat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.athenachat.ai/documentation/documentation-en/features/agent-setup/triggers.md). # Triggers Notification of conversation start, stop words, message limit, and events Tab **Triggers** — when to summon a person and what to reply to the customer at that moment. There are four blocks on the tab. ## How to open **Channels → channel → Edit → Triggers** ## Notify about the start of a conversation As soon as the customer sends the first message, you receive a notification. This way you see the new conversation right away — not only when a stop word or event is triggered. ![](https://4126380821-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwirYrs8odJMFan3KqfzY%2Fuploads%2F0F8uD13vs3lBrV5Kn0M7%2Fagent-triggery-notify.png?alt=media) ### In Telegram **For private messages.** Message the bot [t.me/athena\_notifier\_bot](https://t.me/athena_notifier_bot) — it will send a unique identifier. Paste it into the field [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) **Chat ID**. **For groups.** Add the same bot to the group, send `/start` and copy the group identifier into the same field. ### By email Specify the address where an email about the new conversation will be sent. Example: `info@athenachat.ai`. You can fill in both [Telegram](/documentation/documentation-en/channels/messengers/telegram.md)and email too. ### Follow-up notifications Toggle **Follow-up notifications**. If enabled, you can receive a repeat notification for the same conversation — so you don't miss an ongoing exchange. Field **Specify the interval (in hours) after which repeat notifications may be sent**. Example: `24` — the next notification will be no earlier than 24 hours later. ## Stop-word triggers Triggers when the customer writes one of the specified words — for example, asks for an operator. There can be multiple triggers: **+ Add trigger**. The extra one is removed with the button **Delete**. ![](https://4126380821-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwirYrs8odJMFan3KqfzY%2Fuploads%2F02g2X3KBDqf8QBuy18o0%2Fagent-triggery-stopwords.png?alt=media) | Field | Why | | ------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Stop-word list** | Each word is entered separately. Example: `operator`, `employee` | | **End conversation** | After triggering, the conversation is closed, the agent no longer replies | | **Notification method** | **Notify in** [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) or **by email** | | [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) **Chat ID** | Where to send the alert, if selected [Telegram](/documentation/documentation-en/channels/messengers/telegram.md). The ID is taken from [t.me/athena\_notifier\_bot](https://t.me/athena_notifier_bot) — as in the section about the start of a conversation | | **Do not reply to this message** | The agent stays silent in response to the stop-word message | | **Specific response** | A fixed phrase instead of the agent's usual reply. Example: `An operator is already rushing to help` | | **Files** | Button **+ Add file** — attachment to the reply | ## Triggers by number of messages Triggers when a specified number of messages has accumulated in the conversation. Useful so you don't leave the customer in a long exchange without a person. There can be multiple triggers: **+ Add trigger**. The extra one is removed with the button **Delete**. ![](https://4126380821-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwirYrs8odJMFan3KqfzY%2Fuploads%2FTqmZ9XlZjQcDWwt8Xsqv%2Fagent-triggery-count.png?alt=media) | Field | Why | | ------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Number of messages** | Threshold. Example: `10` | | **End conversation** | Close the conversation after the threshold | | **Notification method** | **Do not notify**, **by email** or **in** [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) | | [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) **Chat ID** | Where to send the alert, if selected [Telegram](/documentation/documentation-en/channels/messengers/telegram.md). The ID is taken from [t.me/athena\_notifier\_bot](https://t.me/athena_notifier_bot) | | **Reply** | The checkbox enables a fixed phrase to the customer. Example: `Sorry, I can't continue the conversation right now.` | ## Event-based triggers Triggers when the described event occurs in the conversation — not a word and not a counter, but a meaning. ![](https://4126380821-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FwirYrs8odJMFan3KqfzY%2Fuploads%2F2sbWfR5DS2QUStCl2vBd%2Fagent-triggery-event.png?alt=media) | Field | Why | | --------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | | **Event** | Wording in your own words. Example: `The customer left a phone number` | | **End conversation** | Close the conversation after the event | | **Notification method** | **Do not notify**, **by email** or **in** [**Telegram**](/documentation/documentation-en/channels/messengers/telegram.md) | | **Specific response** | Fixed phrase to the customer | | **Delay before triggering again** | A pause so the trigger doesn't fire again too soon | If the delay is enabled, set the interval: **Days**, **Hours**, **Minutes**. Example: 2 days and 1 hour. Button **+ Add trigger** — another event. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.athenachat.ai/documentation/documentation-en/features/agent-setup/triggers.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.