Control actions
Open, pause, and close a conversation.
Control actions define the main lifecycle of a conversation.
Conversation opened
Conversation opened runs once when a conversation starts, before the customer sends a message. Connect it to Send message if you want to show a welcome.
If the customer's first move is sending a message, Message received handles that instead.
Message received
Message received is the default entry for customer messages. Connect it to the action that should understand or answer the message, such as:
- Agentic AI
- User intent
- Reply from documents
It also keeps unmatched customer messages from reaching a dead end.
Inactivity
Inactivity continues the flow after the customer has been silent for a set time. Use it to send a reminder or close an old conversation.
Choose:
- How long to wait, from 5 seconds to 10 minutes
- Whether it should run once or after every quiet period
- Whether a new customer message should restart the timer
See Reusable flows and timing for examples.
Resolving and Resolved
- Resolving marks a conversation as being closed.
- Resolved marks it as complete and stops further automated steps.
Resolving does not delete the conversation. Its full history remains available, and a new customer message can start a new flow later.