On Attribute Changed
The On Attribute Changed trigger starts a bot flow when an attribute is set, updated, or removed for a customer or channel.
Attributes can store information that helps your team manage conversations and customer journeys, such as lead stage, customer type, location, visit status, or other custom fields.
This trigger is useful when you want your bot to automatically respond to a change in that information—for example, starting a follow-up when a lead moves to a new stage.
How to Configure the Trigger
Step 1. Choose an attribute
Click Choose attribute. You can select an attribute from either of these tabs:
Customer level — Attributes linked to a customer. These can include fields such as Chat Status, Support CSAT, Chat Queue, Customer Type, Email ID, WABA Number, org_ID, or custom fields received through a CRM integration.
Channel level — Attributes linked to a specific channel or WABA, such as Organisation ID, Potential, or No. of WABAs.
Step 2. Select where the bot should run
The next option depends on the type of attribute you selected.
For Customer-level attributes - Choose the WhatsApp channel on which you want the bot flow to run.
For Channel-level attributes - You can select one or more WABA numbers. Use Select All if you want the trigger to work for all available channels.
Choose When the Trigger Should Run
After selecting the attribute, choose what kind of change should start the bot.
On Set First Time - The bot runs when the attribute is set for the first time, when it previously had no value.Use this option when you only want the automation to run on the initial assignment of the attribute.
Example: A customer's Lead Stage is set to Interested for the first time. The bot can start a journey with relevant follow-up messages.
On Changed Any Time - The bot runs whenever the attribute's value changes. This includes the first time the attribute is set as well as any changes made later.
Example: A customer's Lead Stage changes from Interested to Converted. The bot can automatically start the onboarding journey.
Use this when every change in the attribute should trigger an automation.
On Removed - The bot runs when an attribute value is removed or cleared. This is particularly useful for attributes that are used as flags or status indicators.
Example: A Visit Scheduled attribute is cleared. The bot can start a follow-up asking the customer to reschedule.
Example Use Case
Suppose your sales team uses a Lead Stage attribute to track customers through the sales funnel.
You can create a bot flow that starts whenever the lead stage changes:
New → Interested: Send product information.
Interested → Qualified: Notify the sales team or send a follow-up.
Qualified → Converted: Start the onboarding journey.
This helps your team automate follow-ups based on the customer's current stage without manually starting each bot journey.
Frequently Asked Questions (FAQs)
Can I use On Attribute Changed with both customer and channel attributes? Yes. You can use this trigger with both Customer-level and Channel-level attributes.
What is the difference between On Set First Time and On Changed Any Time? On Set First Time runs only when an attribute gets a value for the first time. On Changed Any Time runs whenever the attribute value changes, including the first time it is set.
Can I trigger a bot when an attribute is removed? Yes. Select On Removed to start the bot when an attribute value is cleared or removed.
Can I select multiple channels for the trigger? For Channel-level attributes, you can select multiple channels. For Customer-level attributes, you select one channel under Select channel to run bot flow.
What can update an attribute? An attribute can be updated through the Set / Remove Attributes action, API, CRM integrations, or by editing the customer's profile.
Can I create different bot actions for different attribute changes? Yes. Each condition—On Set First Time, On Changed Any Time, and On Removed—has its own connector, so you can connect each one to a different part of your bot journey.
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