How to create a custom trigger issue in CX overview

Learn how to create a Custom Trigger issue in CX Overview so DoubleTick's AI can detect and flag any scenario you define, across chats and calls.

CX Overview monitors your conversations and flags issues automatically. A Custom Trigger lets you define any scenario in plain English, and DoubleTick's AI detects it across your active chats and calls in real time.

What's covered

• How to create a Custom Trigger issue

• Managing your issues

• Example

• Key takeaways

• Frequently asked questions

How to create a Custom Trigger issue

• Make sure CX Overview is enabled on your workspace before you begin.

• Go to Settings and click CX Overview Settings to see all issues currently configured on your workspace.

• Click Add Issue in the top-right corner to open the new issue panel.

• In the Issue Name field, enter a clear, descriptive name — for example, Angry Customer, Refund Request, or Escalation Needed. You can also assign a label color by clicking the colored circle next to the name field.

• Click the Trigger Type dropdown and select Custom Trigger.

• In the Trigger Issue If field, describe the scenario you want the AI to detect. Be specific — a vague description like "Customer said hi" won't work well, and DoubleTick will warn you if your description is too short.

• Under AI will scan for, select at least one source — Chat messages (selected by default) or Call transcriptions, which includes calls handled by the AI agent and by team members, if manually transcribed with AI.

• Under Who's words to scan, choose Customer's message if you only want the AI analyzing what the customer says, or Customer and agent's message if the trigger condition could show up from either side of the conversation.

• Click Run Test in the Sample Issues section to check the trigger against real conversations from your workspace before saving. This step is optional but recommended.

• Once you're happy with the configuration, click Save Issue. Your new Custom Trigger appears in the issues list and is set to Active by default.

Managing your issues

From the CX Overview Settings page, you can manage all your configured issues anytime.

• 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

Field	Value
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	Chat messages, customers only

Key takeaways

• A Custom Trigger lets you describe any scenario in plain English, and DoubleTick's AI detects it automatically.

• Choose what the AI scans — chat messages, call transcriptions, or both — and whose messages it analyzes — customer only, or customer and agent.

• Test your trigger against real conversations before saving, using Run Test.

• New issues are Active by default — toggle them off anytime from CX Overview Settings.

Frequently asked questions

Can the AI scan both chat messages and call transcriptions for the same issue?

Yes. Select both options under AI will scan for to cover chats and calls together.

Do call transcriptions include calls handled by team members?

Yes, as long as the call was manually transcribed with AI. Calls handled by the AI agent are included automatically.

What happens if my trigger description is too vague?

DoubleTick will show a warning asking you to add more detail. A specific description helps the AI detect the right conversations accurately.

Can I turn an issue off without deleting it?

Yes. Use the toggle on the issue row in CX Overview Settings to switch it to Inactive.

Related articles

How to Access CX Overview and Understand the DashboardHow to Configure an AI Custom Field Issue in CX OverviewCall transcription & summarization