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Reopened chat

Reopened chat trigger
Runs when a contact sends a message in a chat that had been closed. Use this when you want different behavior for returning customers, for example, a “welcome back” message or to reassign the chat without triggering the same flow as brand new chats.

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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

  • Welcome-back message: Send a “We’re here to help again” or “Your case is still open” message when a contact reopens a closed chat.
  • Reassign without full welcome: Route or assign returning chats to the right team or agent without repeating the first-time welcome flow.
  • Returning-customer logic: Run different flows (e.g. loyalty, win-back) only when someone comes back after a closed conversation.