The Starts when trigger
Every flow starts with a Starts when card at the top of the Steps view. It has two working options: A customer messages and The customer asks for something. Pick one from the dropdown; the trigger is edited only in the Steps view, not on the canvas.
Run on every conversation
Choose A customer messages and the flow takes over the very first message of every conversation and starts right away. This is the default and the simplest option: the customer does not need to say anything in particular.
Run only on a matching request
Choose The customer asks for something to reveal an Activate when box. Describe the request in plain words, for example "the customer wants to book an appointment". The AI reads your description and decides whether the message matches. If it does not match, the AI answers normally and the flow is checked again on the next message.
Good to know
A flow runs at most once per conversation, whichever trigger you pick. A third option, "An external event (coming soon)", is shown but disabled for now.