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  • 1.  Multiple topics when using the topic trigger

    Posted 03-12-2026 19:28

    Hi All,

    I'm trying to use the topic trigger v2.speechandtextanalytics.conversation.{id}.topics to match on multiple topics, details can be found here - Speech and Text Analytics Topics Notification

    When I use the expression - topics[?(@.topicName == 'Greeting')] - the trigger will save and work.

    When I try to use the example expression for multiple topics - topics[?(@.topicName == 'Billing Issue' | | @.topicName == 'Payment Problem' | | @.topicName == 'Account Access')] - I get an error popup, developer tools don't show anything meaningful as to why it won't save, any ideas?

    I have a customer who needs to trigger on multiple topics, maybe over 100 (I'm trying to get this number down), and there is a limit of up to 100 triggers in a GC org so I need to be able to put multiple topics in the 1 trigger.

    Thanks in advance.


    #Triggers

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    Nathan Kaden
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  • 2.  RE: Multiple topics when using the topic trigger

    Posted 03-12-2026 19:55

    ChatGPT to the rescue, I figured out the issue, the expression on the developer centre has a space between the pipes which was causing the error, so I was using

    topics[?(@.topicName == 'Billing Issue' | | @.topicName == 'Payment Problem' | | @.topicName == 'Account Access')]

    When I should have been using 

    topics[?(@.topicName == 'Billing Issue' || @.topicName == 'Payment Problem' || @.topicName == 'Account Access')]

    I'm not a programmer so missed the spaces....

    I also only figured this out when using the topic update API as the front end trigger config didn't give you any error details



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    Nathan Kaden
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  • 3.  RE: Multiple topics when using the topic trigger

    Posted 03-13-2026 21:26

    Good to know that the trigger filter expects the || operator without spaces when matching multiple topics. We are currently structuring a workflow where specific topics trigger an automation that sends an email notification to the quality team.

    Thanks!



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 4.  RE: Multiple topics when using the topic trigger

    Posted 03-15-2026 17:52

    I'm doing the same, something to note, the trigger only fires at the end of the interaction once the STA and Topic Spotting is completed against the interaction, so you can't use this to do live call spotting.

    The trigger only passes GUIDs too, I got the send notification email to look reasonably good but if want names rather than IDs your workflow will need to run APIs or searches to convert the IDs into the name.

    I've gotten the whole notification process working, next will be using it along with other APIs to assign an AI Scoring evaluation form and protect the recording from deletion until it can be reviewed. 



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    Nathan Kaden
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    Original Message


  • 5.  RE: Multiple topics when using the topic trigger

    Posted 03-16-2026 06:39

    Nathan, You're on the right track using post‑interaction STA triggers, and it's important to highlight that these triggers only fire after the interaction has ended, once Speech and Text Analytics finishes processing topic detection and sentiment analysis. They cannot be used for real‑time topic spotting, which aligns with Genesys Cloud's documented behavior for Topics, Sentiment, and Empathy triggers. Additionally, since STA notifications and trigger events include only GUIDs-such as conversationId, queueIds, flowIds, and other identifiers-your workflow must call APIs to translate those IDs into readable names if you want user‑friendly outputs in notifications or emails. 

    Given that you already have the notification pipeline working, a strong next step is to enhance the workflow by chaining additional APIs to perform actions like assigning an AI Scoring evaluation form and protecting the associated recording from deletion until review is completed. These steps align well with common post‑interaction automation patterns and allow you to build a fully automated quality‑assurance loop, ensuring that interactions flagged by specific topics are escalated, preserved, and evaluated consistently.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


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