> 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/doubletick-ai/cx-overview/how-to-create-a-custom-trigger-issue-in-cx-overview.md).

# 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](#how-to-create-a-custom-trigger-issue)
* [Managing your issues](#managing-your-issues)
* [Example](#example)
* [Key takeaways](#key-takeaways)
* [Frequently asked questions](#frequently-asked-questions)

#### How to create a Custom Trigger issue

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2FDnEABNeK0UI11wEkqff2%2FUntitled%20design%20-%202026-09-21T193450.248.gif?alt=media&amp;token=fda81786-602f-4825-b3a7-f87146109908" alt=""><figcaption></figcaption></figure>

* 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

<figure><img src="https://2303112206-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F53n17VnOICC1LtDqlENV%2Fuploads%2Fp7aLIZCPUaPTYu9ZOC7i%2Fimage.png?alt=media&#x26;token=6e8f1609-764b-4478-964d-c920be1c9f64" alt=""><figcaption></figcaption></figure>

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

<table><thead><tr><th width="154">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>Chat messages, customers only</td></tr></tbody></table>

#### 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

<details>

<summary>Can the AI scan both chat messages and call transcriptions for the same issue?</summary>

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

</details>

<details>

<summary>Do call transcriptions include calls handled by team members?</summary>

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

</details>

<details>

<summary>What happens if my trigger description is too vague?</summary>

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

</details>

<details>

<summary>Can I turn an issue off without deleting it?</summary>

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

</details>

#### Related articles

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/pNAGhQTXiEGH2TPmqoxy" %}
[How to Access CX Overview and Understand the Dashboard](/doubletick-ai/cx-overview/how-to-access-cx-overview-and-understand-the-dashboard.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/W50L4N3XB2X9Sh2g0dcK" %}
[How to Configure an AI Custom Field Issue in CX Overview](/doubletick-ai/cx-overview/how-to-configure-an-ai-custom-field-issue-in-cx-overview.md)
{% endcontent-ref %}

{% content-ref url="/spaces/53n17VnOICC1LtDqlENV/pages/pBP835OAO2A2eqFWPegH" %}
[Call transcription & summarization](/additonal-channels/whatsapp-calling/call-transcription-and-summarization.md)
{% endcontent-ref %}


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