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The AI Custom Event trigger lets your AI agent start a bitCRM automation in the middle of a conversation. You add the trigger in bitCRM, then tell the AI agent when to run it with a custom skill in AI Studio.

When to use this trigger

Use this trigger when the customer’s request in a conversation should start a workflow you have configured. For example, a wholesale enquiry can start an intake automation once the AI has collected the details your sales team needs. See the wholesale custom skill example. The custom skill in AI Studio describes when to act. The automation in bitCRM defines what happens next. Mentioning an automation does not create its steps or add new capabilities to it.

Before you start

  • Open Automation.
  • Make sure you have an AI agent set up in AI Studio.
1

Add the AI Custom Event trigger

  • Click Create new automation, or open an existing automation.
  • Click Trigger and choose AI Custom Event.
  • Enter a Trigger name (required). Use a name that says what the automation does, for example “Product interest detected”.
  • Click Save. Trigger window with AI Custom Event selected, an empty Trigger name field, and a note to set it up in AI Studio
2

Build and activate the automation

  • Add the steps the automation should run after the trigger. Automation flow that starts with an AI Custom Event trigger, followed by a time delay and a WhatsApp Cloud API message
  • Click Save automation.
  • In the Automation list, make sure the automation’s switch is on. Automation list with the AI Custom Event automation switched on
Only active automations with an AI Custom Event trigger can be picked by the AI agent.
3

Connect the automation to your AI agent

  • Go to AI Studio and open your AI agent.
  • Open the Skills tab and click Add skill. Skills tab in AI Agent Studio with the Add skill button highlighted
  • Select Custom skill and click Add skill. Select skill window with Custom skill selected and the Add skill button highlighted
  • Fill in the skill’s Name and Description.
  • In Instructions, describe when the AI agent should run the automation, and type @ to mention it. For example: “If the customer asks about or shows interest in red shoes, run @Product interest detected”. Custom skill page with instructions that mention an automation, and the Automations list shown after typing @
For the full custom skill setup, see Set up custom AI skills.
4

Check the skill and automation

  • In the Playground, choose a customer profile and send a message that matches your custom skill. Check that the AI asks for the required details and responds appropriately. Also try a message that should not match the skill.
  • The Playground simulates the automation call, even when you select a customer. A reply saying the request was accepted is not evidence that the automation ran.
  • To check actual execution, use a test customer on a connected channel handled by your AI agent. Make sure the customer has a valid phone number or email, then send the matching request.
  • Check the automation’s configured outcome. For message steps, review the output in Livechat. An AI reply alone does not confirm that downstream steps completed.
The connected-channel test runs the real automation. Review its steps first and use test contact details so any messages or other actions reach the intended test recipient.

When the automation runs

The automation runs when the AI agent decides the situation in your custom skill has happened. It does not run when:
  • No active custom skill mentions the automation.
  • The automation is inactive.
  • The customer has no valid phone number or email.
If you delete an automation that a custom skill mentions, your AI agent can no longer run it. The custom skill shows Needs attention — part of this skill no longer works until you mention another automation.