What is the Start node?

The Start node is the mandatory entry point of a scenario section. It defines how and when the section logic is triggered: via messenger, webhook, system event, or another trigger. Each section has exactly one Start node.

Why the Start node is needed

• Defines the entry point — the system knows which node to begin section execution from.
• Configures triggers — you choose what starts the section: a Telegram message, HTTP request, ticket creation, etc.
• Centralizes settings — all section triggers are configured in one place (Node Inspector), without switching to other modules.

Start node vs Entry Point

Example: The "Main menu" section has a Start node with a Telegram trigger — when a user messages the bot, the dialog starts here. The "Support" section has a Start node with Internal Events (ticket created) and a separate Entry Point — for transitions from "Main menu" via the "Support" button.

Trigger types and when to use which

When you select the Start node in Node Inspector, 6 trigger types are available. Below is a short overview and recommendations.

Use cases: when each trigger fits

Use case 1: Bot in Telegram for customers

Situation: Customers message the bot in Telegram — the bot responds, shows a menu, accepts orders.

Trigger: Channels — select Telegram. The section runs on every user message.

Details: Configure channels. Channel connections can be configured both in the Start node and in process settings — both options change the same configuration.

Use case 2: Website form sends data to the scenario

Situation: The site has a "Contact" or "Book a consultation" form. After submission, the scenario should run — create a ticket, send a confirmation email.

Trigger: Webhook — the external system sends an HTTP request to the platform URL. The section receives data from the request body.

Details: Configure webhook

Use case 3: Automatic reaction to ticket creation

Situation: When a new ticket is created (e.g. from the widget), the system should automatically send a greeting to the customer or assign an operator.

Trigger: Internal Events — event "Ticket created". You can add filters: only certain channels, only new customers.

Details: Configure internal events, Internal events reference

Use case 4: Escalation when SLA is breached

Situation: If a ticket stays in "Open" status too long or the SLA deadline is approaching — run an escalation scenario (e.g. notify the supervisor).

Trigger: Internal Events — events "Time in status exceeded" or "SLA deadline approaching". Configure status, wait time, channels.

Details: Configure internal events, Internal events reference

Use case 5: Automation when a new message is posted in a ticket

Situation: A client replies in Client Portal (or an operator writes in Operator Line) and you need to notify the assignee in Telegram, send an auto-reply, or call an external system — not only show a bell notification to operators.

Trigger: Internal Events — event Ticket message (ticket_message). Runs on new public messages only (not edits; internal notes and system messages are excluded). Event data includes message_text, message_from (operator | client), ticket, and chat_room.

Details: Configure internal events, Internal events reference

Use case 5a: Automation when an operator adds an internal note

Situation: An operator left an internal note in a ticket (e.g. "legal review needed") and you need to create a task in an external system, notify a supervisor, or update a ticket field — without sending the text to the client.

Trigger: Internal Events — event Internal note in ticket (ticket_internal_note). Runs only when an operator creates a new internal note. Does not create bell notifications and does not deliver a message to the client. Event data includes message_text (preview), user_id, ticket, and chat_room.

Important: if the scenario forwards message_text externally (webhook, email, messenger), ensure this does not violate confidentiality policies. Chat Reminder timers are not stopped by an internal note — only by a public reply to the client.

Details: Configure internal events, Internal events reference

Use case 6: Reaction to message delivery error

Situation: A message was not delivered to the customer (e.g. user blocked the bot in Viber). The system should send an email to the supervisor or switch the communication channel.

Trigger: Internal Events — event "Message delivery error". You can filter by channel and error code.

Details: Configure internal events, Internal events reference

Use case 7: AI assistant calls scenario logic

Situation: The AI assistant (Cursor, Fastline) needs to get exchange rates, check product availability, or run other logic already implemented in the scenario.

Trigger: MCP Tool — the section is exposed as a tool for the AI. The AI passes parameters (e.g. currency, date) and receives the result.

Details: Configure MCP Tool, Connect AI assistant via MCP

Use case 8: Testing and manual run

Situation: You need to test the scenario without external events — click "Run" in the editor. Or the section is invoked on a schedule (cron).

Trigger: Process start — no external trigger. No additional configuration.

Details: Configure process start

Use case 9: Google Forms responses become tickets

Situation: The company collects requests or surveys through a Google Form. Every response must become a separate ticket with pre-filled fields, and responses from the same client must be linked together.

Trigger: Apps — select Google Forms. The platform creates a ticket from the form response: the client is identified by email, answers are mapped into ticket fields, files become attachments.

Details: Receive Google Forms responses

Quick trigger selection

Related documents

• Overview: Configure Start node triggers — index of all how-tos
• How-tos by type: Process start, Webhook, Channels, Internal events, MCP Tool, Apps: Google Forms
• Reference: Internal events trigger reference
• How-to: Create scenario
• Explanation: How the scenario editor works
• Integrator: Scenario Builder hub