> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/ai-suite/cx-overview/how-to-create-a-custom-trigger-issue-in-cx-overview.md).

# 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.

#### <mark style="color:$primary;">**Before You Begin**</mark>

Make sure CX Overview is enabled on your workspace before following the steps below.

***

#### <mark style="color:$primary;">**Step 1: Open CX Overview Settings**</mark>

<figure><img src="/files/unok3kCXhrjBfxsMiQIs" alt=""><figcaption></figcaption></figure>

Go to **Settings** and click on **CX Overview Settings**.

You will see a list of all issues currently configured on your workspace.

<figure><img src="/files/O4Bfzf2KNInWoKoh3rvX" alt=""><figcaption></figcaption></figure>

#### <mark style="color:$primary;">**Step 2: Add a New Issue**</mark>

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.

#### <mark style="color:$primary;">**Step 3: Name Your Issue**</mark>

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.

#### <mark style="color:$primary;">**Step 4: Select Custom Trigger as the Trigger Type**</mark>

Click the **Trigger Type** dropdown and select **Custom Trigger**.

#### <mark style="color:$primary;">**Step 5: Describe the Trigger Condition**</mark>

In the **Trigger Issue If** field, describe the scenario you want the AI to detect&#x20;

**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.

#### <mark style="color:$primary;">**Step 6: Choose What the AI Will Scan**</mark>

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.

#### <mark style="color:$primary;">**Step 7: Test Before Saving**</mark>

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.

#### <mark style="color:$primary;">**Step 8: Save the Issue**</mark>

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.

***

#### <mark style="color:$primary;">**Managing Your Issues**</mark>

<figure><img src="/files/ahUz6i0vWuxM5qLKpa0e" alt=""><figcaption></figcaption></figure>

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.

***

#### <mark style="color:$primary;">**Example**</mark>

<table><thead><tr><th width="159.5999755859375">Field</th><th>Value</th></tr></thead><tbody><tr><td><strong>Issue Name</strong></td><td>Escalation Request</td></tr><tr><td><strong>Trigger Type</strong></td><td>Custom Trigger</td></tr><tr><td><strong>Trigger Issue If</strong></td><td>The customer is explicitly asking to speak to a manager or escalate their issue to a senior team member</td></tr><tr><td><strong>AI Will Scan For</strong></td><td>Customer's message</td></tr></tbody></table>

***

#### <mark style="color:$primary;">**Summary**</mark>

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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