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The trigger New Conversation helps you start a flow whenever a new conversation begins on selected channels. It supports Web, WhatsApp, Facebook, and voice channels.

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Topics covered:

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Steps to Configure

  • Navigate to the More Icon from the left menu bar
  • Click on the AI Pilots
  • Select the AI Pilot from the drop-down.
  • Go to Execution Flows.
  • Click Create New Flow.
  • Choose Trigger - New Conversation.
mceclip0.png Fill in the configuration:-
  • Name: Add a name for the trigger.
  • Description: Add details to explain what the trigger does.
  • Channels: Select at least one channel.
  • Web: Triggers when a new chat starts from the Salesmate widget.
  • Facebook: Triggers when a new chat starts from Facebook.
  • WhatsApp: Triggers when a new chat starts from WhatsApp.

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Practical Example

When a customer initiates a new chat via the Skara Web Widget, the New Conversation trigger activates an AI Pilot flow that:
  • Greets the customer automatically.
  • Collects basic information (like name, email, or issue type).
  • Routes the conversation to the right team, such as Sales for pricing inquiries or Support for technical issues, based on user responses.
mceclip1.png This ensures quicker response times, reduces manual triage, and delivers a personalized experience across channels like Web, WhatsApp, Facebook, or Voice.
Note:
  • If a selected channel is not installed, you will see this message:
    “You need to install the app first to configure its triggers, conditions, or actions.”
  • If Unified Inbox is not active, this warning will appear: “You need to activate the Unified Conversation Inbox and connect this channel to configure the trigger.”
  • If no voice number is assigned to the AI Pilot, you’ll see: “You need to add at least one number to the Voice Channel associated with this AI Pilot to receive and handle the incoming calls.”