Introduction
The new automation trigger “Contact reopens resolved conversation” allows you to trigger automated actions as soon as a contact reopens a conversation that was previously marked as done.
In this article, we’ll walk you through a practical use case for this trigger and provide inspiration on how to use it effectively in your automations.
Comparison to Existing Triggers
The benefits of this new trigger become especially clear when compared to the existing standard triggers:
"New Incoming Message" → Responds to every new message, regardless of the conversation’s status. This trigger is widely used but can lead to repeated activations — even during ongoing or reopened conversations.
"New Incoming Conversation" → Only triggered when a contact messages for the very first time, starting a new conversation — ideal for onboarding or welcome automations.
"Contact Reopens Resolved Conversation" (new) → Only triggers when a contact reopens a conversation that was previously marked as resolved. This enables more refined automation logic for recurring contact behavior — for example, for escalation, routing, or sending a new welcome message.
A Typical Use Case
Human Handover Without Interruptions
A classic scenario is managing the handover from a chatbot to a human agent — without the chatbot interfering again:
Before: The "New Incoming Message" trigger would reactivate the chatbot every time a new message came in — even if a human agent had already taken over the conversation.
Now: Thanks to the new trigger, you can ensure that the chatbot won’t be triggered again while the conversation is still active. Automation will only activate if the conversation has been marked as resolved and is then reopened.
To ensure the trigger activates correctly, team members must mark a taken-over chat as "resolved" once the conversation has ended.
This allows you to provide your customers with a more consistent and reliable conversation experience — while also relieving your team effectively.
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