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
Open Bot Studio in DoubleTick
Create a new journey
Select the trigger: On Open Conversation
Design the follow-up flow you want to run when a customer returns
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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