In the trigger menu you'll see 3 separate cards:

But these aren't 3 different triggers! All three open the same trigger, just with different preselections in the "When should the automation be triggered?" menu:

Option 1: "New conversations only"

Important - Autoresponder conflict with "New conversations only": If you have a welcome message enabled in the inbox settings AND build an automation with "New conversations only", BOTH will be triggered - the customer gets 2 messages! Remember to deactivate one.

Option 2: "Reopened conversations only"

Option 3: "For new & reopened conversations"

Additional filter options: You can limit the trigger to specific channel types (e.g., WhatsApp only), specific channels (e.g., WhatsApp number 1 only), or inboxes.

Common use cases:

When exactly does this trigger fire?

This trigger is activated by every incoming message from a contact, as long as no active run of this automation is already in progress.

Example: Customer sends 5 messages in a row → Automation triggers the first time. As long as this automation run is still running, the automation won't be triggered again - even if the customer sends more messages. Only after the run is completed can the automation trigger again.

That's why you should almost always combine it with a filter, otherwise the automation runs with every message and can quickly become chaotic and cost a lot of credits.

When does this trigger make sense?

Additional filter options: You can limit the trigger to specific channel types (e.g., WhatsApp only), specific channels (e.g., Instagram account 2 only), or inboxes.

Common use cases:

For whom? Advanced users - beginners should start with other triggers.

When exactly does this trigger fire?

This trigger works for WhatsApp (most common use case), but also for Instagram, Telegram, Facebook Messenger, and other channels - you select the channel during setup.

Important: The automation only triggers when the customer actually sends the prefilled message, not just by scanning / clicking alone.

Folgepfade:

Common use cases:

Benefit: GDPR-compliant double opt-in (customer must actively send)

When exactly does this trigger fire?

This trigger runs as soon as a specific WhatsApp template is sent.

Important: You must select the exact template in the trigger. The trigger only works for this one template.

What happens then?

Follow-up paths for quick reply buttons: The small dots on the trigger show the different paths:

Common use cases:

Filter options: Only trigger for templates sent via:

These are 2 separate triggers in the trigger menu:

Both work very similarly, so we'll explain them together here.

When exactly does this trigger fire?

What happens then?

The automation automatically opens a DM conversation with the person.

Why is this valuable?

Instagram comments and story replies are often hot leads - people actively engaging with your content and showing interest. With this trigger you can:

Advantage over manual handling:

Every interaction lands structured in your inbox instead of being scattered across Instagram. You won't lose any inquiries anymore.

Settings:

Tip: Combine with message filter to only react to certain keywords (e.g., only when comment contains "price", "buy", "link").

Common use cases:

When exactly does this trigger fire?

This trigger runs as soon as a customer opens the live chat widget on your website for the first time - before they've even written a message.

Important: Only triggers when opening the chat window, not when sending the first message.

Perfect for: Icebreaker messages that appear immediately upon opening.

Using URL filter: You can build different automations for different pages:

Common use cases:

When exactly does this trigger fire?

This trigger makes the automation available in the chat controller via the lightning icon. Users must start it manually.

How it works:

Input fields:

You can define input fields that the user must fill out when starting. These values are then available as automation variables throughout the entire automation.

Example:

Input field "Discount code" → User enters "SUMMER20" → In message: "Here's your code: {{discount_code}}"

Settings:

Common use cases:

When does this trigger fire?

Triggers when a user manually changes a conversation from "Open" to "Done".

Does NOT trigger when:

Additional filter options:

You can limit the trigger to specific channel types (e.g., WhatsApp only), specific channels (e.g., WhatsApp number 1 only), or inboxes.

Common use cases:

When exactly does this trigger fire?

This trigger runs based on a date / time contact attribute.

How it works:

Time offset examples:

Annual recurrence:

Activate toggle → Automation runs every year on the same date (perfect for birthdays)

Important: The contact attribute must be filled in for the contacts, otherwise the automation won't trigger!

Common use cases:

This trigger runs when your webhook URL receives an HTTP request from an external tool.

How it works:

Webhook data is NOT automatically available!

The external tool does send data (JSON), but you must explicitly specify which fields you need:

Example - Shopify webhook:

Shopify sends: {"order_id": "12345", "total": "99.99", "customer": "Max Müller"}

You map:

Use in message: "Thanks {{variable.customer}}! Your order {{variable.order_number}} for {{variable.amount}} euros has been received."

Common use cases: