Triggers Overview
In SquadOS, a trigger is the path that starts or routes a conversation. There are three different paths:
- a new message enters through an inbox;
- another agent transfers an existing conversation to this agent;
- an automation starts or resumes contact without waiting for a new message.
Understanding this separation keeps channel credentials, transfers, and scheduled executions from being treated as the same configuration.
An inbox is the channel entry point
Section titled “An inbox is the channel entry point”Every connection or service address becomes an inbox: for example, a WhatsApp number, a Telegram bot, an Instagram account, a public page, a widget, or an API endpoint.
The inbox has one default destination:
- Human support sends the conversation to the team in Conversations, with no automatic agent reply;
- AI agent routes the message to the selected agent, using that agent’s prompt, knowledge, and tools.
One agent can receive conversations from several inboxes. Each inbox, in turn, has one default destination. If you enable a service schedule, time windows and exceptions can alternate responsibility between the team and AI agents.
Where to view and manage inboxes
Section titled “Where to view and manage inboxes”Open Inboxes in the Agents group of the admin menu. The route requires the inboxes.view permission.
The list lets you search by name, number, or agent and filter by channel types and destinations that exist in the organization. Each row shows Inbox, Destination, Last message, and Status.
Connecting or editing an inbox, changing its destination, configuring service hours, or reconnecting a channel requires inboxes.write. Deleting one requires inboxes.delete. Read-only users do not see modification actions.
See the complete workflow in Inboxes.
Available channels
Section titled “Available channels”The product catalog contains eleven inbox types:
| Group | Channel in the interface | Purpose |
|---|---|---|
| QR Code connection, described in the interface as tests only. See WhatsApp. | ||
| WhatsApp Official | Meta Cloud API with a verified number. See WhatsApp Official. | |
| WhatsApp (Z-API) | Uses your own Z-API account. See Z-API. | |
| WhatsApp (UAZAPI) | Uses your own UAZAPI instance. See UAZAPI. | |
| WhatsApp (Evolution) | Uses your own Evolution API instance. See Evolution API. | |
| Instagram Direct | Receives direct messages from a Business account. See Instagram Direct. | |
| Instagram Comments | Receives post comments according to the keyword configuration. The option is restricted to the test account while Meta permission review remains pending. See Instagram Comments. | |
| Other | Telegram | Receives messages from a bot created with BotFather. See Telegram. |
| Other | Public page | Creates a chat page with its own address. See Public page and Widget. |
| Other | Widget | Generates the installation code for a chat bubble on a website. See Public page and Widget. |
| Other | API | Creates a REST endpoint for integration with another system. See API (Webhook). |
Because of Meta’s review, a regular organization sees ten options in the selector; Instagram Comments remains in the catalog but does not appear for regular accounts until approval.
How to connect an inbox
Section titled “How to connect an inbox”With inboxes.write, select Connect inbox and follow the order shown:
- choose the channel;
- for WhatsApp, Instagram, or Telegram, complete the provider connection or credentials first;
- choose Human support or an AI agent as the default destination;
- confirm or change the suggested inbox name;
- for Public page or Widget, also complete the address or domain configuration;
- finish creating the inbox and, if needed, open the separate service schedule settings.
API, Public page, and Widget are SquadOS-owned channels and do not have a provider connection step. API finishes after the destination and name; Public page and Widget still request their specific settings.
The same external number or identity cannot remain active in two inboxes. If the interface says the identity is already in use, find the existing inbox and disconnect it before trying again.
What appears in the agent editor
Section titled “What appears in the agent editor”In the editor, open Inboxes — the section name in the agent menu — to inspect how conversations reach that agent.
The Inboxes card lists inboxes whose default destination is this agent, including channel type, automatic resolution period, connection status, and satisfaction review when enabled. Manage inboxes opens the admin list.
If you have both inboxes.write and agents.write, the card also shows Connect inbox. This shortcut opens the connection flow with the current agent already selected as the destination. Without both permissions, the card works as a read-only reference.
Agent-to-agent transfers
Section titled “Agent-to-agent transfers”The Agents that transfer here card lists agents whose Transfer Conversation tool points to the current agent.
In this case, the conversation already exists and arrives by transfer, without creating a new channel entry. To change that relationship, edit the tool on the source agent.
Autonomous execution
Section titled “Autonomous execution”Following up with people who stopped replying, sending at a scheduled time, and running message sequences belong in Automations. The autonomous execution card in the editor is only a shortcut to that area.
In an automation, you choose the trigger, conditions, and who receives the action. See the Automations Overview before activating a flow.
Quick decision map
Section titled “Quick decision map”- Want to receive WhatsApp, Instagram, or Telegram messages? Create an inbox and connect the provider.
- Want to offer chat through a link, website, or your own integration? Use Public page, Widget, or API.
- Want a team to reply without AI? Choose Human support as the destination.
- Want to reuse the same agent across several channels? Point several inboxes to that agent.
- Want to pass an existing conversation from one agent to another? Configure Transfer Conversation on the source agent.
- Want to start or resume messages without a new customer entry? Create an automation.