Conversation Opened
7 min
This document provides a comprehensive guide to one of the seven sources used within the flow builder, detailing their functionality, configuration options, and potential applications. Each source is paired with practical use cases, best practices, and frequently asked questions to enhance your understanding and enable efficient implementation. The sources form the backbone of automated workflows, allowing for dynamic triggers and streamlined processes in communication and enquiry management.
Flow Type 1: Conversation Opened
Description
Triggered when a new conversation is initiated by:
- Contact.
- Agent.
- Workflow.
- Ads.
Trigger Conditions
- Channel:
- Specify the channel where the conversation starts (e.g., WhatsApp, Instagram).
- Keyword:
- Trigger based on specific answers.
- Location:
- Trigger based on the location of the user if available.
Practical Use Cases
- Welcome Message:
- Send an automatic greeting to users when they initiate a chat.
- Assign to Agent:
- Automatically assign the conversation to the appropriate team or agent based on the user’s location or tag.
- Custom Workflow:
- Trigger a workflow to log the enquiry and update the CRM.
Best Practices
- Ensure that the welcome message is engaging and provides clear next steps.
- Use tagging to segment users and personalize responses.
- Set triggers to avoid multiple greetings if the user reopens the conversation within a short period.
FAQs
- Can I trigger multiple workflows when a conversation is opened?
- Yes. You can configure the flow to trigger multiple workflows as long as they do not conflict. However, it’s best to keep them streamlined to avoid redundancy or clashes.
- Is it possible to trigger a different workflow depending on the channel (e.g., WhatsApp vs. Instagram)?
- Yes. You can use the “Channel” trigger condition to create different workflows for different channels, tailoring the experience for each platform.
- How do I prevent triggering a workflow when an agent opens the conversation internally?
- Use the “Contact” trigger condition to ensure the flow only activates when the conversation is initiated by the customer, not the agent.
- Can I include a delay before the first message is sent?
- Yes. Delays can be added within the workflow builder to control when a message is sent after the trigger activates.
- Is there a way to track how many times this trigger has been activated?
- Yes, trigger usage data can be monitored via the Flow Logs, which helps in evaluating performance and optimization.
- Can this trigger be used for re-engagement after a long period of inactivity?
- No. The “Conversation Opened” trigger only activates when a new conversation is initiated, not for re-engagement of inactive contacts. You’d need to use different triggers for re-engagement flows.
- What happens if the user closes and reopens the chat, does the flow trigger again?
- The trigger will only fire once per new conversation session. If the chat is closed and reopened within a short window, it will not retrigger unless configured with specific timeout conditions.
- Can the flow assign conversations based on language or tags?
- Yes. You can use user tags or detected language conditions to auto-assign conversations to the appropriate team or agent.
- Does this trigger work for conversations initiated via Ads?
- Yes. Conversations started through Ads, can also activate this trigger if the source is correctly defined.
- Can this trigger send a greeting in multiple languages?
- Yes. You can set up conditional branches in the workflow to send messages based on the user’s preferred language, if known or detected.