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New & reopened chat

New or reopened chat trigger
Runs whenever a chat is opened, whether it’s the first time a contact messages you or they’re reopening a previously closed conversation. Use this when you want one automation to handle both new and returning contacts without distinguishing between them.

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Fields

  • Channel (required): Select the channel where this trigger will run.
  • When to trigger (optional): Add a condition to narrow the audience based on specific conditions.
  • Save text reply to (optional): Save the contact’s text reply to an automation variable.
  • Save file reply to (optional): Save the contact’s file reply to an automation variable.

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Use cases

  • Single welcome flow for all opens: Send one greeting and qualification flow whether the contact is new or returning, without maintaining two separate automations.
  • Unified triage: Route or assign every opened chat the same way (e.g. AI first, then handoff) regardless of first-time vs. reopened.
  • Always capture the first message: Use “Save text reply to” so you can store what the contact said when they opened the chat and use it in later steps.