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A flow that starts when the conversation status changes, and CSAT

Last updated: 13 October 2026 · 5 min read

This trigger starts the flow the moment the conversation's status changes. It is used most often to ask for a rating or say thank you when a conversation is resolved. The trigger exists only in a mobile app (App SDK) inbox. In the web chat, a flow starts only when a conversation starts.

Steps

  1. 1

    Choose the trigger

    In Campaigns › Flows, open a flow of the mobile app inbox and click the trigger card on the canvas or the “Settings” button at the top right. In “When it starts”, choose “When the conversation status changes”.

  2. 2

    Choose the status and who changes it

    • “New status”: “Resolved”, “Open”, “Pending” or “Snoozed”.
    • “Changed by”: “Anyone”, “An agent”, “A bot or a flow”, “Automatically (rule, timer)” or “The customer”.

    An inbox can have one flow for the same status and the same “Changed by”. If one has “Anyone”, no other flow can take that status. If such a flow already exists, saving shows a warning: choose another status or narrow down who changes it. Your choice shows on the trigger card.

  3. 3

    Example: ask for a rating on resolve

    For “New status” choose “Resolved”, for “Changed by” choose “An agent”. On the canvas, add an “Ask for a rating” step, then a “Message” step with a thank you. Set the status to “Active” and click “Publish”. The flow starts when an agent resolves the conversation.

  4. 4

    Together with the CSAT survey

    If the inbox has its CSAT survey on, choosing “Resolved” shows a note in the settings. While the inbox has an active, published flow that starts on resolve, the inbox's own CSAT survey is not sent, whoever resolved the conversation. The flow asks for the rating, so the customer never gets two surveys. If you pause the flow, the CSAT survey goes out again.

  5. 5

    It does not start itself again

    When the flow resolves the conversation or changes its status itself, the status trigger does not run again. Two such flows cannot keep waking each other up. If someone else changes the status while a status flow is running, for example an agent reopens the conversation, the flow stops.