How to configure internal events for the Start node?
The Internal Events trigger runs the section when a ConnectiveOne system event occurs: ticket created, ticket updated, SLA breach, message delivery error, etc.
When you need it
- Automatic reaction to ticket creation, update, a new public message in the ticket thread (operator or client, including Client Portal), or an operator internal note.
- Escalation when SLA is breached or when a ticket stays in a status too long.
- Reaction to message delivery error (Viber, Telegram, WhatsApp).
- Send the AI quality score to CRM when the assessment is ready (not at chat close).
What to know
- Event — a platform system event (ticket created, time in status exceeded, etc.).
- eventConfig — filter settings for the event (channel, client type, keywords, status, time).
- Parameter reference — detailed parameters for each event: Internal events trigger reference.
- For Internal note in ticket: the text is not sent to the client; Chat Reminder does not treat the note as a public operator reply.
Before you start
Steps
1. Select Internal Events trigger type
- Select the Start node on the canvas.
- In Node Inspector, in the Trigger type field, select Internal Events.
2. Select event type
- Click Select event or Change event.
- In the modal, choose the event type you need.
Available events:
| Category | Events |
|---|---|
| Tickets | Ticket created, Ticket updated, Status name changed, Ticket reassigned, Ticket reopened, Ticket message (new public message in ticket), Internal note in ticket (ticket_internal_note) |
| SLA and escalations | TFR escalated, TTC escalated, Time in status exceeded |
| Closure | Chat closed, Ticket closed |
| Quality | AI QA assessment completed (qa_assessment_completed) |
| Messages | Message delivery error |
3. Configure filters (eventConfig)
After selecting an event, additional settings appear. The set depends on the event type.
General filters (for many events)
- Channel filter — only certain channels (Telegram, Facebook, WhatsApp, etc.). Empty value — all channels.
- Client type — new or existing customer. Empty — all customers.
Event "Time in status exceeded" (time_in_status_exceeded)
Has its own configuration block:
- Status — select a status from the list (e.g. "Open", "Pending").
- Time — hours, minutes, seconds. The section runs when the ticket has been in the selected status longer than the specified time.
- Channels — select channels the condition applies to (optional).
Example: Status "Open", time 2 hours, channels Telegram and Viber — the section runs if the ticket has been in "Open" status for more than 2 hours for dialogs from Telegram or Viber.
Event "Message delivery error" (message_delivery_error)
- Error codes (errorCodes) — array of e-chat error codes. If specified, the section runs only for these codes. Empty — all errors.
- Channel filter — only certain channels (Telegram, Viber, WhatsApp).
E-chat error codes (example):
- Viber:
2(number not in use),3(temporary error),4(blocked),5(pending),6(cannot chat),7(new number). - Telegram:
4(blocked).
For details: Internal events trigger reference.
Other events (ticket_created, ticket_updated, etc.)
For some events, additional filters may be limited or absent in the UI. See the reference if needed.
4. Publish changes
- Click Publish in the toolbar. In the Publish Scenario window, optionally add a Version Comment and click Publish.
What happens next
The section runs when the selected event occurs and filter conditions are met. Event data is available in the scenario context (chat_room_id, channel, error_code, etc. — depending on event type).
How to verify it works
- Ensure filters are correct — overly narrow conditions may not trigger.
- Ensure events actually occur in the system (e.g. create a test ticket).
- For "Time in status exceeded" — verify the correct status and time are selected.
Common issues
| Problem | Solution |
|---|---|
| Internal events not firing | Verify filter correctness. Ensure events occur. Check that the scenario is published. |
| Too many triggers | Narrow filters: select a specific channel, client type, or other conditions. |
| "Time in status" not firing | Verify status and time are selected. Ensure channels are added (if required). |