How to Use Triggers in ZazzyAgent Flow Builder

A Flow Builder automation needs an entry point.

Something has to tell ZazzyAgent:

Start this flow now.

That is the job of a trigger.

A trigger can be based on something such as a keyword or another supported event.

What is a trigger?

A trigger is the event that starts a flow.

For example:

Customer sends:

help

The trigger recognizes the keyword.

Then:

Help Flow

starts.

The basic structure is:

Customer action
      ↓
Trigger
      ↓
Flow

Keyword triggers

One of the simplest trigger types is a keyword.

For example:

help

When the configured condition is met, your flow starts.

This is useful for commands such as:

• help

• menu

• support

• booking

• pricing

• demo

Exact match

Exact matching means the customer's message must match the configured keyword according to the trigger's matching rules.

Example:

Configured keyword:

help

A message:

help

can trigger the flow.

But a longer message may not match the same way.

The current Flow Builder trigger configuration supports exact matching as well as broader text/string matching options.

Broader matching

Broader matching can be useful when customers may use different words around the same intent.

For example, you may want a support flow to recognize messages containing a particular term.

Use broader matching carefully.

The wider the matching rule, the greater the chance that an unrelated message starts the flow.

Choosing keywords

Pick words customers are likely to type.

Good:

support

booking

price

menu

Less useful:

activate-main-flow-2026

unless the keyword is intended for internal or controlled use.

Use unique keywords

If two different flows are triggered by the same keyword, you can create ambiguity.

For example:

support

should ideally have one clear purpose.

Don't create multiple unrelated flows all listening for:

support

Keyword trigger vs button

These solve different problems.

Keyword trigger

Customer initiates with text.

Customer: support

Button

Your automation presents the choice.

[Talk to Support]

Both can eventually lead to the same flow.

Keyword trigger vs WhatsApp Flow

These are also different.

A trigger starts the experience.

A WhatsApp Flow is the interactive form/experience.

For example:

Customer sends "booking"
       ↓
Keyword Trigger
       ↓
Bot Flow
       ↓
WhatsApp Flow

Use triggers for reusable entry points

A keyword such as:

booking

can become a simple doorway into your booking process.

Then the booking Flow itself can contain:

• Service selection

• Date selection

• Customer information

• Confirmation

Combine triggers with conditions

A trigger gets the customer into the automation.

Conditions decide what happens next.

Example:

"support"
   ↓
Support Flow
   ↓
Condition:
VIP?
 ↙     ↘
Yes     No
 ↓       ↓
VIP     Standard
Support Support

Combine triggers with User Input

A trigger can start a data-collection sequence.

Example:

quote

↓

What's your name?

↓

User Input

↓

What's your requirement?

This creates a simple lead-capture workflow.

Trigger a specific flow from another flow

A larger automation can use one flow to start another supported bot flow.

For example:

Main Menu

→ Support Flow

or:

Main Menu

→ Booking Flow

This keeps complicated projects modular.

Don't use overly generic triggers

A broad word such as:

hi

may be a poor trigger for a specific automation because customers use it in many situations.

A more purposeful trigger such as:

appointment

is easier to control.

Trigger conflicts

If an automation unexpectedly starts, investigate your triggers.

Ask:

Which keyword or event caused this flow?

Look for:

• Overlapping keywords

• Broad matching

• Multiple active automations

• Similar phrases

• Incorrect flow assignment

Trigger troubleshooting

Flow never starts

Check:

• Trigger keyword

• Matching mode

• Active status

• Correct WhatsApp bot/account

• Connection between trigger and flow

Wrong flow starts

Look for conflicting or broad trigger rules.

Flow starts too often

Your matching rule may be too broad.

Flow works in testing but not for customers

Check whether the trigger is active and attached to the correct connected WhatsApp account.

The most important distinction

Remember:

Trigger = when the automation starts.

Flow = what the automation does.

Condition = which path the customer takes.

Once those three concepts are clear, Flow Builder becomes much easier to understand.