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Proactive Triggers

Proactively offer assistance to users based on their behavior, even before they ask for help.
Proactive triggers require Pro or Enterprise plan.

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What Are Proactive Triggers?

Proactive triggers let your bot:
  • Monitor for specific patterns or behaviors
  • Automatically offer relevant help
  • Engage users before they open tickets
  • Reduce support volume with preemptive assistance

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How It Works

User Activity
     ↓
Pattern Detected
     ↓
Trigger Condition Met
     ↓
Proactive Response Sent
     ↓
User Helped (No Ticket Needed)

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Use Cases

Error Messages

Detect when users share error codes and offer solutions

Confusion Signals

Respond to “how do I” or “help” messages

New Members

Welcome and guide new server members

Repeated Questions

Address frequently asked questions automatically

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Setting Up Proactive Triggers

1

Navigate to Settings

Dashboard → AI Features → Proactive Triggers
2

Create New Trigger

Click Create Trigger
3

Define Conditions

Set what activates this trigger
4

Configure Response

Set what the bot sends
5

Set Channels

Choose where trigger is active
6

Save Trigger

Trigger is now monitoring

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Trigger Conditions

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Keyword Matching

Match TypeDescription
ContainsMessage includes keyword
Starts withMessage begins with phrase
Exact matchMessage is exactly the phrase
RegexPattern matching

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Examples

TriggerPatternType
Error codesERROR:, ERR_Contains
How-to questionshow do i, how toContains
Help requests!help, /helpStarts with
Specific formats[A-Z]{3}-\d{4}Regex

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AI-Based Detection

Use AI to detect intent:
  • Questions (even without ”?”)
  • Confusion or frustration
  • Specific topics
  • Request for assistance

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Response Types

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Text Response

Simple text message: 
I noticed you mentioned an error code. 
Check our troubleshooting guide: [link]

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Embed Response

Rich formatted response: 
╔═══════════════════════════════════════╗
║  💡 Need Help?                        ║
╠═══════════════════════════════════════╣
║  I noticed you might need assistance. ║
║                                       ║
║  📚 Check our FAQ                     ║
║  🎫 Open a ticket                     ║
║  💬 Ask in #help                      ║
╚═══════════════════════════════════════╝

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Knowledge Base Response

Pull answer from your knowledge base:
  • AI searches KB for relevant content
  • Suggests matching articles
  • Offers to open ticket if not helpful

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Button Response

Message with action buttons:
  • Open a ticket
  • View documentation
  • Ask in help channel
  • Dismiss

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Channel Configuration

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Where Triggers Are Active

Choose specific channels:
  • General chat channels
  • Help-seeking channels
  • Specific category channels
  • Exclude private channels

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Channel Types

SettingBehavior
AllowlistOnly these channels
BlocklistEverywhere except these
AllEvery channel bot can see
Ticket channels are excluded by default to avoid interference.

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Trigger Behavior

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Cooldowns

Prevent spam by setting cooldowns:
Cooldown TypeDescription
Per UserOnce per user per X minutes
Per ChannelOnce per channel per X minutes
GlobalOnce total per X minutes

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Rate Limits

SettingRecommended
Per user cooldown5-15 minutes
Per channel cooldown1-5 minutes
Maximum per hour10-50

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Response Timing

Configure when response is sent:
  • Immediate: Right after trigger
  • Delayed: Wait X seconds
  • Quiet hours: Different behavior outside hours

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Advanced Options

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Conditions

Combine multiple conditions: 
IF message contains "error"
AND user is new member (joined < 7 days)
AND channel is #general
THEN send help response

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User Filters

Trigger only for certain users:
FilterDescription
New MembersJoined recently
No RolesMembers without roles
Specific RolesHas certain role
Exclude StaffDon’t trigger for staff

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Context Awareness

Consider conversation context:
  • Don’t interrupt active conversations
  • Consider thread vs main channel
  • Respect ongoing support interactions

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Analytics

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Tracking Performance

Monitor trigger effectiveness:
MetricDescription
Times TriggeredHow often it fires
Helpful RateUser engagement
Ticket PreventionTickets avoided
FeedbackUser reactions

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Optimization

Use analytics to improve:
  • Adjust keywords if too many false positives
  • Improve responses if low engagement
  • Remove ineffective triggers

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Best Practices

Start Conservative Begin with specific triggers, expand gradually.
Be Helpful, Not Annoying Users shouldn’t feel bombarded. Use cooldowns.
Test Thoroughly Trigger in test channel first to verify behavior.
Provide Value Only trigger when you can genuinely help.
Allow Dismissal Include a way for users to dismiss if not helpful.

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Examples

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Error Code Helper

Trigger: Message contains error pattern Response: 
I noticed you shared an error code. 
Here are some quick fixes:
• Error TC001: Regenerate your bot token
• Error TC002: Check bot permissions
• Error TC003: Wait and retry

Still stuck? Click below to open a ticket.
[Open Ticket]

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New Member Guide

Trigger: User’s first message in server Response: 
Welcome to the server! 👋

Quick links to get started:
📜 Rules: #rules
❓ FAQ: #faq  
🎫 Support: #support

Need help? Just ask here or open a ticket!

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FAQ Auto-Answer

Trigger: Message matches common question Response: AI-generated answer from knowledge base with option to create ticket if not helpful.

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Troubleshooting

Check channel permissions, trigger conditions, and cooldowns.
Make trigger conditions more specific or add exclusions.
Increase cooldowns and limit active triggers.

Need Help?

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