--- title: "What is the Start node" description: "Explanation of the Start node in Scenario Builder — section entry point, trigger types, use cases, and when to use which trigger." --- # 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 | Concept | Purpose | |---------|---------| | **Start node** | Main entry point of a section. One per section. Defines triggers (channels, webhook, events, MCP Tool, apps). | | **Entry Point** | Additional entry point for transitions **within the scenario**. Used when another section jumps here via Exit Point. A section can have multiple Entry Points. | **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. | Trigger | When to use | Detailed guide | |---------|-------------|----------------| | **Process start** | Manual run, testing, scheduled scenarios | [Configure process start](/en/scenariobuilder/how-to/configure-start-node-process-start.md) | | **Webhook** | CRM integration, website form, external API | [Configure webhook](/en/scenariobuilder/how-to/configure-start-node-webhook.md) | | **Channels** | Bot in messengers (Telegram, Viber, WhatsApp) or widget | [Configure channels](/en/scenariobuilder/how-to/configure-start-node-channels.md) | | **Internal Events** | Automation based on events (ticket created, SLA, delivery error) | [Configure internal events](/en/scenariobuilder/how-to/configure-start-node-internal-events.md) | | **MCP Tool** | Calling the section from an AI assistant (Cursor, Fastline) | [Configure MCP Tool](/en/scenariobuilder/how-to/configure-start-node-mcp-tool.md) | | **Apps** | Google Forms responses become tickets with field mapping | [Receive Google Forms responses](/en/scenariobuilder/how-to/configure-start-node-google-forms.md) | --- ## 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](/en/scenariobuilder/how-to/configure-start-node-channels.md). 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](/en/scenariobuilder/how-to/configure-start-node-webhook.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [Internal events reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [Internal events reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [Internal events reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [Internal events reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [Internal events reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-mcp-tool.md), [Connect AI assistant via MCP](/en/scenariodialog/how-to/connect-ai-assistant-mcp.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-process-start.md) --- ### 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](/en/scenariobuilder/how-to/configure-start-node-google-forms.md) --- ## Quick trigger selection | If you need… | Choose trigger | |--------------|----------------| | Run on message in messenger or widget | Channels | | Run on HTTP request from CRM, form, API | Webhook | | Run on system event (ticket, new message in ticket, SLA, error) | Internal Events | | Run from AI assistant (Cursor, Fastline) | MCP Tool | | Google Forms responses should become tickets | Apps | | Manual run or test | Process start | --- ## Related documents - **Overview:** [Configure Start node triggers](/en/scenariobuilder/how-to/configure-start-node-triggers.md) — index of all how-tos - **How-tos by type:** [Process start](/en/scenariobuilder/how-to/configure-start-node-process-start.md), [Webhook](/en/scenariobuilder/how-to/configure-start-node-webhook.md), [Channels](/en/scenariobuilder/how-to/configure-start-node-channels.md), [Internal events](/en/scenariobuilder/how-to/configure-start-node-internal-events.md), [MCP Tool](/en/scenariobuilder/how-to/configure-start-node-mcp-tool.md), [Apps: Google Forms](/en/scenariobuilder/how-to/configure-start-node-google-forms.md) - **Reference:** [Internal events trigger reference](/en/scenariobuilder/reference/internal-events-trigger-reference.md) - **How-to:** [Create scenario](/en/scenariobuilder/how-to/create-scenario.md) - **Explanation:** [How the scenario editor works](/en/scenariobuilder/explanation/what-is-scenario-editor.md) - **Integrator:** [Scenario Builder hub](/en/scenariobuilder/integrator-hub.md)