> ## Documentation Index
> Fetch the complete documentation index at: https://docs.heyy.io/llms.txt
> Use this file to discover all available pages before exploring further.

# New & reopened chat

> Automation trigger: New & reopened chat.

## New & reopened chat

<Frame>
  <img src="https://mintcdn.com/heyy-c8bd5c9e/b6zeIXEi9G2v5U2X/assets/automations-triggers-new-reopened-chat.png?fit=max&auto=format&n=b6zeIXEi9G2v5U2X&q=85&s=edb0c4d431916ef5d33bb2342626e51f" alt="New or reopened chat trigger" width="1462" height="820" data-path="assets/automations-triggers-new-reopened-chat.png" />
</Frame>

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.

#### 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.

### 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.

***