Overview

Use a Conversation state-change trigger to run a Workflow when a Conversation becomes Closed, Snoozed, or Open.

For a survey after a human teammate closes a Conversation, start with the Ask customers to rate their closed conversation (CSAT) template. Use ticket triggers for changes to a Ticket's state.

Common use cases

• Send a CSAT survey: Ask customers to rate the conversation after a teammate closes it

• Tag closed conversations: Apply tags based on conversation attributes

• Send a follow-up message: Reach out automatically when a conversation is reopened

• Internal notes: Leave a note for the next teammate when a conversation is snoozed and reassigned

Get started

1. Go to Automations → Workflows

2. Click '+ New Workflow'

3. Choose 'Create from scratch' and select 'Teammate changes conversation state', or select the Ask customers to rate their closed conversation (CSAT) template for human-support ratings

1

Configure trigger settings

Open the Trigger block and configure:

• State - Choose Closed, Snoozed, or Open. When the Workflow contains a CSAT action, only Closed is available

• Channels - Choose Web, Email, or Slack

• Audience - Add rules for the customers and Conversations you want to include

• Scheduling - Choose when the Workflow can run

Click 'Save and close' when you have finished.

2

Build your workflow

Add the actions you want to run after the state change. For example, apply a Conversation tag after closure or add an internal note when a Conversation is reopened.

For surveys, set up the rating request, follow up on low ratings, exclude specific Conversations, and prevent repeated surveys after reopening.

Click 'Save', then 'Set live' when the Workflow is ready.

With this trigger, you can turn every state change into an automation – measuring satisfaction, organising your inbox, and making sure no reopened conversation slips through the cracks.