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System events capture critical transitions in a conversation—session start, session end, and agent handoff. Configure each event to control what the app does at that transition.

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Overview

Events fire automatically at defined points in the conversation. All events are disabled by default. To enable and configure an event, go to Settings > Events and click the edit icon next to the event.

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Welcome Event

Triggered once at the start of each new session. Use this event to deliver a greeting and set the initial context. To configure:
  1. Click the edit icon and enable the event.
  2. Under Actions, configure Send Message to User:
    • Select AI-generated to let the model compose the message, or
    • Enter a Custom message. You can include memory store variables in the message.

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Agent Handoff Event

Triggered when an agent handoff is requested. By default, the handoff fires when the user explicitly requests one or when the system cannot fulfill the request. Agent handoff is supported only via the AI for Service Platform. When triggered, the Platform sends session data to the specified automation node, which processes the transfer according to its configured connection rules. To configure:
  1. Click the edit icon and enable the event.
  2. Configure the following fields:
    FieldDescription
    DescriptionConditions that trigger this event. Edit to customize handoff detection logic.
    LLM Collected Event ParametersFields the LLM extracts from the conversation when the event fires. Provide a parameter name and describe the expected content. Example: an interaction summary passed to the receiving agent.
    System Defined ParametersFields populated directly from context or memory—not inferred by the LLM. Provide a key (field name) and a value: a static string or a memory/context variable such as {{user.country}}. The Platform resolves these values at runtime.
    Send Message to UserMessage shown when the handoff occurs. Use the toggle to enable or disable this message. When enabled, select AI-generated to let the model compose the message — optionally provide instructions to guide the output — or enter a Custom message. Memory store variables can be included in custom messages.
    Session ManagementKeep Alive — Maintains the session after the event. Terminate Session — Ends the session when the event fires.

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End of Conversation Event

Triggered when a session ends. Use this event to send a closing message or collect summary data. This event is disabled by default. To configure:
  1. Click the edit icon and enable the event.
  2. Configure the following fields:
    FieldDescription
    DescriptionConditions that identify the end of conversation. Edit to update trigger logic.
    LLM Collected Event ParametersFields the LLM extracts from the conversation when the event fires. Provide a parameter name and describe the expected content.
    System Defined ParametersFields populated directly from context or memory. Provide a key and a value: a static string or a memory/context variable such as {{user.country}}.
    Send Message to UserMessage shown when the end of conversation event occurs. Use the toggle to enable or disable this message. When enabled, select AI-generated to let the model compose the message — optionally provide instructions to guide the output — or enter a Custom message. Memory store variables can be included in custom messages.
    Session ManagementKeep Alive — Maintains the session after the event. Terminate Session — Ends the session when the event fires.