> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/bot-studio/set-up-bot-triggers/on-open-conversation.md).

# On Open Conversation

**On Open Conversation** is a bot trigger that activates when a customer messages you again after a conversation was previously closed.

In DoubleTick, agents often close chats by clicking **Mark as Done** once the customer query is resolved.\
If the same customer returns after some time and sends a new message, the conversation becomes active again, and this trigger runs automatically.

This helps businesses handle returning customers smoothly without starting from scratch.

***

### Where to Use This Trigger

Use this trigger when:

* A customer comes back after a previous conversation was completed
* You want an automated follow-up when an old chat is reopened
* Your business has repeat customers who return after days or weeks
* You want to restart assistance when the customer reaches out again

This is especially useful for service-based businesses, support teams, and appointment-driven workflows.

***

### How to Use It in Bot Studio

1. Open **Bot Studio** in DoubleTick
2. Create a new journey
3. Select the trigger: **On Open Conversation**
4. Design the follow-up flow you want to run when a customer returns
5. Publish the journey

Once active, the bot will trigger whenever a closed conversation becomes active again.

***

### Key Capabilities

* Detects when a customer reopens a previously closed chat
* Helps automate repeat customer interactions
* Useful for long-term follow-ups and returning service requests
* Ensures customers receive a quick response even after a gap

***

### Example Use Case

A salon customer booked a manicure and pedicure last month.

After the service was completed:

* The agent shared the payment receipt
* The conversation was closed using **Mark as Done**

One month later, the same customer messages again:

“Hi, I want to book an appointment for tomorrow.”

Since this is a reopened conversation, the **On Open Conversation** trigger activates.

The bot can automatically reply with a message like:

“Welcome back. How can we help you today? What service would you like to book?”

This makes repeat customer handling faster, more personal, and more organized.


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