Triggers

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New & reopened chat

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.

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New incoming chat

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.

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Reopened chat

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.

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Chat closed

Runs as soon as a conversation is closed by an agent or by the system. Use this for post-conversation steps such as sending a satisfaction survey, logging outcomes, or triggering follow-up campaigns after a defined delay.

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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.

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Use cases

• Post-conversation survey: Send a satisfaction or NPS survey (e.g. via email or another channel) as soon as the chat is closed.
• Delayed follow-up campaign: Start a delay, then add the contact to a campaign or send a follow-up message after the conversation has ended.
• Logging and reporting: Trigger an API call or internal notification when a chat is closed to update your CRM or analytics.

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Chat assigned

Runs when a chat is assigned to one or more team members you select. Use this to run automations only when certain users receive the chat, for example, notifying a specialist, updating internal tools, or applying role-specific workflows.

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Fields

• Channel (required): Select the channel where this trigger will run.
• Users (required): Select the users for whom to fire this trigger.

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Use cases

• Notify the assigned agent: Send an email or internal notification to the user who received the chat so they know a new conversation was assigned to them.
• Role-specific workflows: Run different automations when a chat is assigned to support vs. sales (e.g. different templates or next steps).
• Update external systems: When a specialist is assigned, call an API to update your ticketing system or CRM with the assignee.

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Chat moved

Runs when a chat is moved into one or more of the inboxes you select. Use this to react to routing changes, for example, triggering different handling when a chat lands in a sales vs. support inbox or notifying the right team when a chat is moved to their queue.

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Fields

• Channel (required): Select the channel where this trigger will run.
• Inboxes (required): Select the inboxes for whom to fire this trigger.

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Use cases

• Inbox-specific handling: When a chat is moved to Sales, send a sales-focused message or assign to a sales rep; when moved to Support, run a support triage flow.
• Notify the team whose inbox received the chat: Send an internal alert or assign a default agent when a chat lands in a specific team’s inbox.
• Sync with routing rules: Trigger an API or update attributes when a chat is moved so your external routing or reporting stays in sync.

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New incoming message

Runs on every new message from a contact in an existing conversation. Use this when you want to react to each message—for example, to run keyword-based logic, save replies to variables, or trigger AI or routing only when new content arrives.

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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

• Keyword-based routing: Run only when the message contains specific words (e.g. “refund”, “cancel”) and then route, assign, or reply accordingly.
• Save and reuse the reply: Use “Save text reply to” or “Save file reply to” so the next steps (e.g. AI Transform, Condition, or a template) can use what the contact just said.
• Per-message AI or logic: Trigger an AI employee or intention recognition on every new message so you can respond or branch based on the latest content.

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New Instagram comment

Runs when someone comments on your Instagram content. You can scope it to all posts and reels or to specific media. Use this to auto-reply to comments, route commenters into DMs, or run contests and engagement flows tied to particular posts or reels.

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Fields

• Channel (required): Select the channel where this trigger will run.
• When someone comments on (required): Select between “All posts & reels” or “Specific posts/reels” and then select the posts/reels.
• When to trigger (optional): Add a condition group to narrow the audience based on specific conditions.

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Use cases

• Campaign-specific comment reply: Use “Specific posts/reels” to auto-reply to comments on a single post or reel (e.g. contest, product launch) and optionally invite commenters into DMs.
• General comment-to-DM flow: Use “All posts & reels” to reply to comments across your account and invite people into a DM conversation with a consistent message.
• Conditional handling: Use “When to trigger” to reply only when the comment contains certain words or to route high-intent commenters differently.

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Manual trigger

Runs only when started by you or by another automation—from the Inbox, a campaign, an API call, or a Start Other Automation action. Use this for flows that should not start from customer activity, such as scheduled follow-ups, bulk actions, or sub-flows called by other automations.

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Fields

• Channel (required): Select the channel where this trigger will run.

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Use cases

• Reusable sub-flows: Build one automation (e.g. send survey, add to campaign) and start it from multiple places—other automations, campaigns, or the Inbox—using the Start Other Automation action and variable mapping.
• API- or campaign-driven flows: Start the automation via API or when a contact enters a campaign, so the flow runs only when you or an external system decides, not on every new message.
• Scheduled or bulk actions: Use manual trigger for flows that run on a schedule, from a bulk action, or when an agent clicks “Run automation” in the Inbox.