Internal events trigger reference

This reference lists all internal event types and eventConfig parameters for the Internal Events trigger of the Start node.

Tickets

Ticket created (`ticket_created`)

Description: The section runs when a new ticket is created in the system.

eventConfig parameters:

Parameter	Type	Description
channelFilter	string	Channel filter: `''` (all), `telegram`, `facebook`, `whatsapp`
clientType	string	Client type: `''` (all), `new`, `existing`

Event data in context: chat_room_id, channel, bot_id, ticket data.

Ticket updated (`ticket_updated`)

Description: The section runs when ticket parameters change (status, priority, tags, etc.).

eventConfig parameters: Same as ticket_created (channelFilter, clientType), if supported in UI.

Ticket status name changed (`ticket_status_name_changed`)

Description: The section runs when the ticket status name changes.

eventConfig parameters: General filters (channelFilter, clientType).

Ticket reassigned (`ticket_reassign`)

Description: The section runs when a ticket is reassigned to another operator.

eventConfig parameters:

Parameter	Type	Description
channelFilter	string	Channel filter
clientType	string	Client type
operatorRole	string	Operator role: `''`, `operator`, `supervisor`, `admin`
team	string	Team: `''`, `support`, `sales`, `tech`

Ticket reopened (`ticket_reopened`)

Description: The section runs when a closed ticket is reopened.

eventConfig parameters: General filters.

SLA and escalations

TFR escalated (`TFR_escalated`)

Description: The section runs when TFR (Time to First Response) is escalated.

eventConfig parameters: General filters, possibly deadlineMinutes, slaType (if supported).

TTC escalated (`TTC_escalated`)

Description: The section runs when TTC (Time to Close) is escalated.

eventConfig parameters: Same as TFR.

Time in status exceeded (`time_in_status_exceeded`)

Description: The section runs when a ticket has been in the selected status longer than the specified time.

eventConfig parameters:

Parameter	Type	Description
statusId	number	Status ID from the instance status list
statusName	string	Status name (e.g. "Open")
timeInSeconds	number	Time in seconds (e.g. 7200 = 2 hours)
timeConfig	object	Breakdown: hours, minutes, seconds
triggerChannels	string[]	Channel array: `['telegram', 'viber']` or empty — all

Example:

{
  "statusName": "Open",
  "timeInSeconds": 7200,
  "triggerChannels": ["telegram", "viber"]
}

Closure

Chat closed (`chat_closed`)

Description: The section runs when a chat is closed.

eventConfig parameters: General filters.

Ticket closed (`ticket_closed`)

Description: The section runs when a ticket is closed.

eventConfig parameters: General filters.

Messages

Message delivery error (`message_delivery_error`)

Description: The section runs when a message delivery fails through e-chat (Telegram, Viber, WhatsApp).

eventConfig parameters:

Parameter	Type	Description
channelFilter	string	Channel filter: `''`, `telegram`, `viber`, `whatsapp`
errorCodes	string[]	Array of e-chat error codes. Empty — all errors

E-chat error codes:

Channel	Code	Description
Viber	2	Number not in use
Viber	3	Temporary error
Viber	4	Blocked
Viber	5	Pending
Viber	6	Cannot chat
Viber	7	New number
Telegram	4	Blocked
WhatsApp	—	Various error strings

Event data in context: chat_room_id, message_id, channel, error_code, error_description, bot_id.

Example:

{
  "channelFilter": "viber",
  "errorCodes": ["2", "4"]
}

General parameters (channelFilter, clientType, operatorRole, team, slaType)

These parameters may be available for various events in the UI:

Parameter	Possible values
channelFilter	`''`, `telegram`, `facebook`, `whatsapp`
clientType	`''`, `new`, `existing`
operatorRole	`''`, `operator`, `supervisor`, `admin`
team	`''`, `support`, `sales`, `tech`
slaType	`''`, `first-response`, `resolution`, `escalation`