Conversation triggers
Run a flow when an Inbox conversation is created or updated
Conversation triggers allow you to run a flow when an event happens in a conversation in Inbox.
When using conversation triggers, you'll need to specify which channel you want to run the trigger on. For example, if you have both WhatsApp and Facebook Messenger installed, you'll need to choose which channel (and which specific channel instance) the flow should use as the trigger.
Conversation trigger events
There are four conversation trigger events:
Conversation created
Use the conversation created trigger event to run a flow when a new conversation is started. Looking to run a flow when a message is received in a conversation that's already happening? Use the Message created trigger action.
Run a flow when a new conversation is created in Inbox.
You can use this trigger to automatically send a welcome message or to assign the conversation to a specific agent.
Conversation participant created
Run a flow when a new participant is added to a conversation in Inbox.
You can use this to send summarizing notes to an agent who is joining the conversation, or to assign the conversation to a specific agent participant.
Select participant type
There are several types of conversation participant.
You might only want to run your flow when an agent joins the conversation, or when a bot joins the conversation.
Deselect any participant types that you don't want to trigger the flow by clicking on the "x" next to the type. This allows you to ensure that the flow only runs when the desired type of participant joins the conversation.
Conversation participant removed
Run a flow when a conversation participant is removed from a conversation in Inbox.
You can use this to automatically notify other participants that someone has left the conversation, or to assign the conversation to a different agent.
Select participant type
There are several types of conversation participant. You might only want to run your flow when an agent leaves the conversation, or when a bot leaves the conversation.
Deselect any participant types that you don't want to trigger the flow by clicking on the "x" next to the type. This allows you to ensure that the flow only runs when the desired type of participant leaves the conversation.
Message created
Use the message created trigger to run a flow in a conversation that is already happening. Looking to run a flow when a new conversation is started? Use the Conversation created trigger action.
Run a flow when a new message is received in a conversation in Inbox.
You can use this trigger to automatically send a response to the message, to assign the conversation to a specific agent based on the content of the message, or to update the contact profile associated with the conversation.
Select participant type
There are several types of conversation participant. You might only want to run your flow when a specific participant type sends a message.
Deselect any participant types that you don't want to trigger the flow by clicking on the "x" next to the type. This allows you to ensure that the flow only runs when the desired type of participant sends a message.
Select message type
You can specify the type of message that should trigger the flow. This is useful if you only want the flow to run when a specific type of message is received, such as a text message or an image message.
Deselect any message types that you don't want to trigger the flow by clicking the 'x' next to the type. This ensures that the flow only runs when a specific type of message is received.
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