M
Max Egorov
Business Problem:
Currently, the “Conversation Opened” trigger is the only option available for setting up automations like Out of Office replies.
This makes it impossible to trigger auto-responses (e.g., during weekends or holidays) for incoming messages in already open conversations, potentially leading to delays in setting expectations with clients.
Desired Outcome:
Introduce a “Inbound Message Received” trigger, which would allow workflows to:
  • Send automated responses to new messages, even if the conversation is already open
  • Set up proper Out of Office messages, weekend replies, or routing workflows
Workaround:
Agents would need to manually close all conversations at the end of each business day, ensuring that any new inbound message triggers the “Conversation Opened” workflow.