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 or update.
- Escalation when SLA is breached or when a ticket stays in a status too long.
- Reaction to message delivery error (Viber, Telegram, WhatsApp).
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.
Before you start
You are signed in with integrator or administrator rights. You have a section with a Start node added. Node Inspector is open.
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 |
| SLA and escalations | TFR escalated, TTC escalated, Time in status exceeded |
| Closure | Chat closed, Ticket closed |
| 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. Save changes
- Click Save in the toolbar.
- Publish the scenario for changes to take effect.
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). |