Create a chatbot
Create a chatbot
Go Back
Blog Image

May 12,2025

Triggers in Domino CRM

Every chatbot flow in Domino CRM begins with a Starting Step node.

Starting step.png

This block can include up to six different triggers—events that launch the chatbot:

  • Conversation start 

  • Keyword

  • Command

  • Button click

  • Reference URL 

  • Schedule

By default, the Conversation start trigger is enabled in the Starting Step.

To add more triggers, click on the Conversation start node and select ‘Add Trigger’ in the right-hand panel.

Six triggers.png


A pop-up window will appear where you can choose the desired trigger type, configure it, and click on ‘Create’.

Added triggers appear on the right and can be:

  • Disabled via the toggle switch.

  • Deleted by clicking the trash icon.

The only requirement: at least one trigger must remain in the node.

Once you've configured all triggers, their priority, and the field(s) to save user input (if applicable), click on ‘Apply’ to save.

Apply.png

Trigger Execution Priority

Domino CRM evaluates triggers from top to bottom—starting with the first active trigger in the list. If multiple scenarios contain the same trigger type, only the highest one on the list that meets the condition will be activated.

You can manage trigger priority in several ways:

  • Disable a less important trigger using the toggle.
     
  • Delete a low-priority trigger, add the high-priority one, then re-add the original if needed.
     
  • Reorder flows by dragging a more important one higher.

A single flow can contain multiple triggers. It will launch when any of them is triggered.

How Each Trigger Works

1. Conversation start

This trigger launches the scenario when a new contact interacts with the bot for the first time.
It does not work for returning users. If a contact has already messaged the bot before, the flow won’t be activated unless another trigger is added.

2. Keyword

This trigger activates the scenario when a contact sends a specific keyword or one of several defined variants.

For example, if the keyword is ‘booking.’ The available matching options are:

  • Exact keyword match. Trigger fires only if the message is exactly ‘booking’.
    'booking' works. ‘I want booking’ does not work. 
     
  • Contains the whole keyword. Works when the keyword appears as a separate word, surrounded by spaces. ‘I want booking now’ works. ‘Iwantbooking’ does not work. 
     
  • Contains the keyword. Fires if the keyword appears anywhere within the message, even inside other words. ’Bookingroom' and 'Iwantbooking' will both work.
     
  • Begins with the keyword. Fires if the message begins with the keyword.
    ‘booking now’ works. ‘I want booking’ does not work. 
     
  • Fuzzy match. Compares messages using similarity percentage.
    With an 80% threshold, ‘bookin’ works. At 40%, ‘hey’ does not work. 
     
  • Any message. Fires for any incoming text.

You can add multiple keywords. If any of them matches, the flow starts.

3. Command

This trigger fires when a contact sends a predefined command (in English, without spaces). The slash symbol ‘/’ is added automatically, so you only need to enter the command word (e.g., start).


You can also store the rest of the message in a variable or field:

  • ‘/start event’ saves ‘event’
     
  • ‘/start booking room’ saves ‘booking room’
     
  • With ‘/start’ nothing is saved

Commands automatically appear in the Telegram bot menu. If not tied to a scenario, they won’t be visible. If a command was added but doesn’t show, restart Telegram or the chat to refresh.

4. Button Click

This trigger fires when a contact clicks a button with a specific payload, i.e., an internal value the bot is watching for. You can define three matching conditions, for instance with payload ‘breakfast’:

  • Exact match. The payload must exactly match ‘breakfast’
     
  • Contains: works with messages like ‘I WANT BREAKFAST’
     
  • Starts with: works with ‘BREAKFAST IN ROOM’ 

Multiple payloads can be added. The clicked button’s payload can also be saved in a variable or field.

To launch a flow via a button, include it in a message (e.g., in a broadcast).

Note:

  • Button title is what the user sees.
     
  • Payload is what the bot reads.

Once clicked, the flow launches. Clicking the button again will re-trigger it.

5. Referral Link 

This trigger launches a scenario when a user follows a special referral link.
You can publish this link in a Telegram channel or send it via broadcast. Everyone who clicks it will be routed into the desired scenario.

6. Schedule

The ‘Schedule’ trigger launches a scenario at a set date/time—either once or on a recurring basis.

To set it up:

  • Define conditions. Add one or more conditions based on contact fields. Domino CRM will suggest operators like ‘equals’, ‘contains’, ‘greater than’, and alike. Supported data types include: Text, Date & Time, Time, Number, and Array.
     
  • Set the schedule. Specify a one-time launch (e.g., a certain day at 08:00) or set it to repeat (e.g., every morning, weekly, etc.). 
     
  • Save and activate. When the scheduled time comes, the system scans your contact base and launches the scenario for those who meet all the defined conditions.

Example: You want to remind hotel guests about breakfast every day at 08:00.

  • Schedule: daily at 08:00
     
  • Condition: Custom field 'Interests' contains 'breakfast'

At 08:00, Domino CRM will filter all contacts with ‘breakfast' in their Interests and trigger the 'Order Breakfast' flow. You can also add filters like 'Stay status = Checked in'.

Results:

  • Only relevant contacts get the message—no spam.
     
  • Segmentation happens automatically.
     
  • The same flow can be reused with different schedules and conditions.