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

Question

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!

Justin M12 · Accepted Answer

​@Noam Etten there is a setting to adjust that will help with this to ensure workflows can treat a closed WhatsApp conversations as a new one,its callsWhen to treat messages as new conversations.You can find itin Settings» Channels »WhatsApp »When to treat messages as new conversationsBy adjusting this setting to 1 day you are telling the system to treat everyWhatsApp as a new conversation 24 afterits been closedso then a workflow with trigger ‘When customer sends their first message’ can be triggeredwith FIN on it.This will solve for WhatsApp conversations that are closed a few days ago then a customers sends a new message and its not being picked up as a New message.

Gabekressel · Answer

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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