# How to Use Triggers in ZazzyAgent Flow Builder

A Flow Builder automation needs an entry point.

Something has to tell [ZazzyAgent](http://app.zazzyagent.com):

> 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:

```text
Customer action
      ↓
Trigger
      ↓
Flow
```

## Keyword triggers

One of the simplest trigger types is a keyword.

For example:

```text
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:

```text
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:

```text
"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.