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Question

How to start a new conversation (including triggers) in an existing WhatsApp thread?

  • January 28, 2025
  • 1 reply
  • 22 views

Hey!

 

I am trying to set up Fin for our WhatsApp channel but am running into an issue:

Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer.

 

How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages? 

 

Thanks for the help!

1 reply

  • New Participant
  • 3 replies
  • February 12, 2025

You can use workflows or automation rules to trigger Fin when a new message arrives after inactivity. Setting a "time-based trigger" (e.g., after 24h of no response) can reset the conversation. Another option is tagging messages for Fin to pick up based on keywords


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