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Without a trigger, an agent runs when someone talks to it: in the Playground, in the web chat or through a share link. A trigger makes it start on its own when something happens elsewhere. Add one from the agent’s Build tab → Triggers (When should this agent run?) → + Add trigger. Each trigger has a switch to pause it without removing it.

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Available triggers

Answer the conversations Intercom assigns to a teammate or team.Pick the teammate or team under Assigned to. The agent answers every conversation assigned to it, as that teammate.
  • Connect Intercom first: Add connection → Helpdesks → Intercom. See Connect Intercom.
  • One teammate or team per agent. How many conversations it receives is set by your Intercom workflows.
Trigger on SMS and voice events: New SMS received or Incoming call.Connect Twilio first in Integrations with your Account SID and Auth Token.

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Coming soon

These appear in the list marked Soon and can’t be added yet: Schedule (run every day, week or month), Slack, Gmail, Outlook and Google Calendar.