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Step: Open Conversation

Joshua Lim Updated by Joshua Lim

This Step opens a Conversation with the Contact.

How It Works

When the Workflow is triggered, a conversation with the Contact opens, with one of the following outcomes:

  • The Message Module displays “Conversation opened by {Workflow name}” when the contact initiates the conversation.
  • For conversation started by clicking an advertisement, the message includes which channel the advertisement was clicked and the link to the advertisement (so you can gain perspective). For example, “Conversation opened through a Facebook Ad (link to advertisement)”. The Ad Summary Card also displays for you reference with a description of the advertisement.

Best Practices

Suppose the Contact’s conversation is closed and you want to open the conversation by sending a message. Use the open conversation step to open a conversation before you send a message to the Contact in the workflow.

Sending a message from the workflow will not automatically open the conversation. Whereas sending a message from the message module will automatically open the conversation.

Suggested Use Cases

  • Open the conversation before sending a message: For example, if you use an Incoming Webhook as a trigger and a customer abandons their cart on the e-commerce platform, it will trigger the workflow. You can then open a conversation and send a follow-up message to the customer.

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Step: Update Contact Field

Step: Close Conversation

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