What is this?
New Conversation fires once, the moment a contact opens a brand-new conversation thread on a channel — their very first message, not every message after it. It’s the usual trigger for a welcome message or an opening menu.It runs once per conversation, not once per message. Later messages in the same thread don’t fire it again — use Message Received for those.
How to use it
1
Create the workflow
Go to Automation → Create Automation, choose the channel, and pick New Conversation as the Trigger Type. See Create a Workflow.
2
Build the opening flow
A greeting, a short menu of buttons, or a question that routes the contact to the right place.
3
Test, then activate
Message the channel from a contact that has no prior conversation, confirm it fires once, then activate — see Manage Live Flows.
Tips
- Keep it short. This is the first thing a new contact sees — a quick greeting and a clear next step beat a long message.
- Route, don’t resolve. Use buttons or a question to hand the contact to the right keyword flow or team, rather than trying to answer everything here.
Troubleshooting / Technical Notes
- It doesn’t fire for a returning contact. That’s expected — it only fires on their first message in a new thread. Existing conversations continue on Message Received or No Match Reply.
- The flow never runs. Check that it’s Active and the channel matches the conversation.