Agent triggers

Run a flow when an agent's availability changes.

Agent triggers allow you to run flows when a change happens to the status of an agent in Inbox.

Because agent triggers are related to whether an agent is active or away, they're useful for creating flows that manage agent workloads, either by reassigning conversations from a non-active agent to an active one or by assigning newly active agents new conversations.

Agent trigger events

There are two types of agent trigger events:

Agent status changed to Active

Run a flow when an Inbox agent's status changes from away to active.

Agent status changed to Away

Run a flow when an Inbox agent status changes from active to away.

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