Journeys conversations will start/continue when ticket is assigned

From now on AI Journeys will also run on created and assigned conversations — not just new ones.

What’s changing on the Message received trigger?

Before:

• AI Journeys only start when a new, unassigned message comes in.

From now on AI Journeys will also start/continue in the following situations:

• When you create a new ticket (manual or via the API) and the customer replies.
• When a conversation is assigned to an agent (the Journey continues).
• And of course, still when a new unassigned message comes in.

Practical information:

• For all previously created Journeys, this feature is turned off by default, but you can manually enable it (see screenshot).
• For all newly created Journeys, the feature is turned on by default, but you can manually disable it if needed (see screenshot).

Want to stop the Journey after a conversation is assigned?
No problem! Just click “Abort” in the Trengo sidebar. The Journey will stop immediately and won’t run again for that ticket.

Note: Each Journey trigger can only run once per ticket. It won’t restart if the ticket gets reopened later.