Skip to main contentNew & 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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Fields
- Channel (required): Select the channel where this trigger will run.
- Users (required): Select the users for whom to fire this trigger.
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.
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.
Fields
- Channel (required): Select the channel where this trigger will run.
- Inboxes (required): Select the inboxes for whom to fire this trigger.
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.
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.
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.
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.
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.
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.
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.
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.
Fields
- Channel (required): Select the channel where this trigger will run.
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.
