Conversational Trigger

Clone the existing DG Trigger

This trigger will be a copy of the initial trigger created by following the steps from here.
First, you need to clone the existing trigger and update the name and description of the newly cloned trigger to:

• Trigger name: DG Conversational Trigger
• Trigger description: Send end user replies to DigitalGenius

Conditions

Use the conditions section to filter out what tickets/messages should be sent to DigitalGenius. Some of the common conditions are the following:

1. Ticket

We will use the conditions Ticket is Updated to make sure that the tickets are sent to DG only when the ticket is updated.

2. Status

The status condition will be set up to Status Is Open, this would make sure that automation is only being applied when the end-user replies.

3. Comment

Another common condition is to filter by only public comments. The condition is Comment Is Public.

4. Current user

In order to avoid triggering any automation for messages sent by agents, we add a condition on the type of user who performed an update to the ticket: Current user Is (end-user).

5. Tags

In order to avoid unneeded API calls and automation of replies in tickets where DG is not the responder, you need to filter out tickets that were not automated by DG, which means we should not receive any replies from customers on those tickets.
You can find the tag in the macro used to apply a public DG response. You need to use exactly the same tag as it is used in the macro. Usually, the macro is named: Apply DG Response [Public]. and the tag can be "dg-public" or "public-flow" or "dg-public-response".

If in the initial trigger there are more conditions for example for group or channel, all conditions must be left in the second one as well.

Actions

Notify target action will not be updated, it must be exactly the same as it is in the first trigger.

There is no need also to apply any tags, this means, you will need to delete the action that applies tags, it’s needed only in the first trigger.

Save Trigger

Once all the conditions and actions are created or updated, do not forget to save the trigger by clicking the Create /Save button.