Starting Step vs Trigger block in the ChatMaxima Builder: what's the difference?
The Starting Step and the Trigger block both decide when your bot reacts to a message, but they work at different points in the conversation. The Starting Step runs once, at the very beginning of a conversation. A Trigger block lets the user restart the conversation on a keyword, even after the flow has moved on or ended.
What the Starting Step is
Every bot has exactly one Starting Step. It is the green block at the top of your flow, and it runs a single time per conversation, when the user sends their first message. Its job is to decide whether, and how, the bot should start.
Once the conversation is underway and eventually reaches the end of the flow, the Starting Step does not run again on its own. The conversation simply ends.
How conversations work depends on the channel:
- Webchat: supports multiple conversations, so a new conversation can begin and the Starting Step runs again for that new one.
- Other channels (WhatsApp, Instagram, Messenger and similar): it is always a single ongoing conversation, so the Starting Step runs only that one time.
You configure how the Starting Step matches the incoming message using the trigger type:
- Allow any: the bot starts no matter what the user types. Best for a general greeting or menu.
- Exact match: the message must match your keyword exactly.
- Any: the bot starts if the message contains any of your comma separated keywords.
- Starts with: the bot starts when the message begins with your keyword.
The Starting Step can also hold optional settings such as working hours (a schedule) and an inactivity timeout that closes the conversation when the user goes quiet.
What the Trigger block is
The Trigger block lives under the Logic and Flow category and shows an orange header with a reply icon. Its main use is to restart the conversation. Because the Starting Step only runs once, you need another way for a user to re enter the flow, especially on single conversation channels like WhatsApp. The Trigger block is that way.
You can add as many Trigger blocks as you like and place them anywhere in the flow. Each one listens for its own keyword. When the user's message does not match the Starting Step but does match a Trigger block's keyword, the bot jumps into the branch connected to that Trigger block, effectively restarting the conversation at that point.
Trigger blocks support three match types: exact match, any, and starts with. They do not offer an allow any option, because that would conflict with the Starting Step.
How the bot decides at runtime
- The user sends a message.
- The bot checks the Starting Step keywords first.
- If there is no match and Trigger blocks exist, the bot checks each Trigger block in turn.
- If a Trigger block matches, the bot runs that block's branch and the conversation continues from there.
- If nothing matches, the bot falls back to the Starting Step's default message.
Comparison
| Aspect | Starting Step | Trigger block |
|---|---|---|
| Role | Main entry point of the bot | Restart the conversation on a keyword |
| How many | Exactly one per bot | Zero or more |
| Position | Always first, at the top | Anywhere in the flow |
| When it runs | Once, at the start of a conversation, checked first | Later in the conversation, when the message does not match the Starting Step |
| Match types | Allow any, exact match, any, starts with | Exact match, any, starts with |
| Extra settings | Working hours, inactivity timeout | Keywords and a title |
Examples
Greet everyone with the Starting Step. Set the Starting Step trigger type to Allow any so the bot opens the conversation with a welcome message and a menu, no matter what the user types first.
Let users restart with a Trigger block. On WhatsApp the conversation is single and ongoing, so once a user finishes the flow they cannot reach the Starting Step again. Add a Trigger block that listens for a keyword like menu, restart, or start over. When the user types it, the bot jumps back into the chosen branch and the conversation begins again.
Branch to common topics. Add Trigger blocks for keywords like pricing, support, or book demo. A returning user who types "pricing" is taken straight into your pricing branch without starting from the top.
Notes
- Think of the Starting Step as the front door that opens once, and Trigger blocks as keyword shortcuts that let the user come back in.
- On Webchat a brand new conversation will run the Starting Step again. On WhatsApp and other single conversation channels, a Trigger block is the way to restart.
- Give each Trigger block a clear title so your flow stays easy to read.