How to Create a Custom Trigger Issue in CX Overview
CX Overview monitors your conversations and flags issues automatically. A Custom Trigger lets you define any scenario in plain English — and DoubleTick's AI will detect it across your active chats in real time.
Before You Begin
Make sure CX Overview is enabled on your workspace before following the steps below.
Step 1: Open CX Overview Settings
Go to Settings and click on CX Overview Settings.
You will see a list of all issues currently configured on your workspace.
Step 2: Add a New Issue
Click the Add Issue button in the top-right corner of the page.
A side panel will appear on the right side of your screen.
Step 3: Name Your Issue
In the Issue Name field, enter a clear, descriptive name for the issue you want to track.
Some examples: Angry Customer, Refund Request, Escalation Needed.
You can also assign a label color by clicking the colored circle next to the name field. This makes it easier to identify the issue visually inside the CX Overview dashboard.
Step 4: Select Custom Trigger as the Trigger Type
Click the Trigger Type dropdown and select Custom Trigger.
Step 5: Describe the Trigger Condition
In the Trigger Issue If field, describe the scenario you want the AI to detect
A good description looks like this: The customer is expressing frustration or anger about a delayed order or an unresolved complaint.
Avoid descriptions that are too vague, like: Customer said Hi.
The more specific your description, the more accurately the AI will detect the right conversations. If your description is too short, DoubleTick will display a warning asking you to provide more detail.
Step 6: Choose What the AI Will Scan
Select one of the following two options:
Customer's Message — The AI will only analyze messages sent by the customer.
Customer and Agent's Message — The AI will analyze messages from both the customer and your support agents.
If the trigger condition could be evident from either side of the conversation, select the second option.
Step 7: Test Before Saving
Click Run Test in the Sample Issues section.
DoubleTick will pull real conversations from your workspace that match your description — so you can verify the trigger is detecting the right conversations before saving.
This step is optional but recommended before going live.
Step 8: Save the Issue
Once you are satisfied with the configuration, click Save Issue.
Your new Custom Trigger will appear in the issues list and will be set to Active by default.
Managing Your Issues
From the CX Overview Settings page, you can manage all your configured issues at any time.
Use the toggle on any issue row to switch it between Active and Inactive.
Click the three-dot menu on any issue to Edit or Delete it.
Example
Issue Name
Escalation Request
Trigger Type
Custom Trigger
Trigger Issue If
The customer is explicitly asking to speak to a manager or escalate their issue to a senior team member
AI Will Scan For
Customer's message
Summary
In this article, you learned how to create a Custom Trigger issue in CX Overview, test it against real conversations, and manage it after it goes live. Once active, DoubleTick's AI will automatically scan incoming chats and flag any conversation that matches your defined trigger — so your team never misses a critical customer moment.
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