Workflow Triggers

Triggers determine when workflows execute. Understanding trigger options helps you create workflows that activate at the right moments.

Trigger Modes

Goldilocks supports three trigger modes:

AI Mode

The AI decides when to trigger based on context.

How it works:

1. AI reads your workflow description
2. During conversation, AI evaluates if trigger is appropriate
3. AI triggers if conditions seem met

Best for:

• Complex, context-dependent triggers
• Nuanced decision-making
• When rules are hard to define

Example description:

Trigger when the customer expresses frustration after receiving an 
unhelpful response and seems ready to give up.

Intent Mode

Trigger based on specific phrases or intents.

How it works:

1. You define trigger phrases
2. Customer message is compared to phrases
3. Trigger fires if similarity exceeds threshold

Best for:

• Clear, specific requests
• Predictable customer language
• High-confidence triggers

Example phrases:

- "cancel my subscription"
- "I want to cancel"
- "stop my account"
- "unsubscribe"

Hybrid Mode

Combines intent matching with AI judgment.

How it works:

1. Intent matching runs first
2. If no match, AI evaluates context
3. Either can trigger the workflow

Best for:

• Catching both explicit and implicit triggers
• Comprehensive coverage
• Important workflows

Configuring Intent Triggers

Adding Intent Phrases

1. Open workflow configuration
2. Find Trigger Settings or Intent Phrases
3. Add phrases customers might use
4. Set similarity threshold

Writing Good Phrases

Include variations of how customers express the intent:

# For cancellation workflow
"cancel my subscription"
"I want to cancel"
"cancel my account"
"how do I cancel"
"stop charging me"
"end my subscription"
"close my account"
"I don't want to continue"

Similarity Threshold

Controls how closely a message must match:

Start with 0.75 and adjust based on results.

Memory Conditions

Trigger based on what you know about the customer.

Condition Types

Example Conditions

VIP Customer Alert:

conditions:
  - category: customer_tier
    operator: equals
    value: "vip"

Returning Customer with Issue:

conditions:
  - category: previous_issues
    operator: exists

New Customer Welcome:

conditions:
  - category: onboarding_complete
    operator: not_exists

Workflow Priority & Overrides

When multiple workflows might trigger:

Override Slugs

Specify which workflows this one takes priority over:

override_slugs:
  - general-support
  - default-response

If both cancel-order and general-support would trigger, cancel-order runs because it overrides general-support.

Priority Order

1. Workflows with explicit overrides
2. Higher similarity matches (intent mode)
3. More specific memory conditions
4. Earlier creation date (tie-breaker)

Testing Triggers

Preview Testing

1. Go to Widget > Preview
2. Type messages that should trigger
3. Verify workflow fires
4. Test edge cases

Testing Checklist

• Direct trigger phrase works
• Variations work
• Similar but different phrases don't trigger
• Memory conditions evaluated correctly
• Priority/overrides work as expected

Debugging Triggers

Workflow Not Triggering

1. Check enabled - Is workflow turned on?
2. Check description - Is it clear enough for AI?
3. Check phrases - Do they match customer language?
4. Check threshold - Is it too strict?
5. Check conditions - Are memory conditions met?

Triggering Too Often

1. Increase threshold - Make matching stricter
2. Refine phrases - Remove overly broad phrases
3. Add conditions - Require additional context
4. Adjust description - Be more specific

Wrong Workflow Triggering

1. Check overrides - Priority order correct?
2. Make phrases unique - Distinguish between workflows
3. Add memory conditions - Differentiate by context

Best Practices

Be Specific

Specific triggers reduce false positives:

Good: "cancel my subscription" Too broad: "cancel"

Cover Variations

Customers phrase things differently:

• "Cancel" vs "stop" vs "end"
• "Subscription" vs "account" vs "plan"
• Question vs statement form

Test Thoroughly

Before production:

1. Test expected triggers
2. Test similar-but-different messages
3. Test edge cases
4. Monitor after launch

Monitor and Adjust

After launch:

1. Review workflow execution logs
2. Check for missed triggers
3. Check for false triggers
4. Adjust thresholds and phrases