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New incoming chat

New incoming chat trigger
Runs only when a contact messages you for the first time and a new chat is created. It does not run when an existing chat is reopened. Use this for welcome flows, onboarding, or any logic that should run exclusively for first-time conversations.

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Fields

  • Channel (required): Select the channel where this trigger will run.
  • When to trigger (optional): Add a condition group 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

  • First-time welcome and onboarding: Send a welcome message, collect basic info, or run a qualification flow only when someone messages you for the first time.
  • New-lead handling: Trigger lead scoring, CRM creation, or assignment rules only for brand-new conversations, not when an existing chat is reopened.
  • Channel-specific first contact: Use “When to trigger” to run different first-time flows by channel (e.g. WhatsApp vs. Live Chat) or by attribute.