How to Route and Follow Up on Conversations with Status Change Triggers Conversation Status Change Trigger

Updated November 13, 2026 · 4 minute read

Use the Conversation Status Change trigger to start a ZEPIC automation when a conversation opens, reopens, is resolved, or expires.

This trigger helps you route enquiries, organize conversations, request feedback, and start follow-up workflows. It enrolls the contact associated with the conversation.

Before you begin

1. An Active ZEPIC account with at least one channel enabled, such as WhatsApp, SMS, Instagram

2. Conversations coming into your Team Inbox, with the attributes you plan to filter on, such as tags.

3. A clear idea of which status change should start the automation.

4. The follow-up action or message you want to run once the conditions are met.

Supported Channels

Channel	Supported Destination Status	Channel Selection	Customer Message Filtering
WhatsApp	Open, Resolved, Expired	All WhatsApp accounts or selected accounts	Any words, specific keywords, or ZENIE intent
Instagram	Open, Resolved, Expired	All Instagram accounts or selected accounts	Any words, specific keywords, or ZENIE intent
SMS	Open, Resolved, Expired	All SMS accounts or selected accounts	Any words, specific keywords, or ZENIE intent

Use Cases

Use Case	Trigger Status	Example Workflow
Welcome new conversations	Open	Start a welcome workflow when a conversation is initially created as Open.
Route sales enquiries	Open	Match customer text containing “price” or “quote,” then route the conversation to the sales team.
Route support requests	Open	Use keywords or ZENIE intent to identify technical-support enquiries.
Handle demo requests	Open	Match “book a demo” and start a demo-request follow-up.
Assist returning customers	Open, after an eligible reopen	Route a reopened conversation for further assistance.
Categorize enquiries	Open	Apply conversation tags based on eligible customer text.
Request customer feedback	Resolved	Start a feedback or satisfaction-rating workflow after a qualifying resolution.
Send a closure follow-up	Resolved	Send an acknowledgement or schedule a later check-in.
Update contact records	Resolved	Record the conversation outcome in relevant contact fields.
Re-engage customers	Expired	Start channel-appropriate outreach after a qualifying expiry.
Notify the responsible team	Expired	Notify the team that a conversation may require follow-up.

How to Configure the workflow trigger

Step 1: Add the Trigger

Select Conversation Status Change as the trigger in your automation.

Step 2: Select the Destination Statuses

Choose one or more status:

Status	When to Use It
Open	Start workflows for newly opened conversations or eligible reopens.
Resolved	Start feedback, closure, or post-resolution workflows.
Expired	Start re-engagement or expiry follow-up workflows.

Select the status the conversation should enter, not the status it should leave.

Step 3: Choose the Channels

Choose the channel scope:

Any: Include conversations across WhatsApp, Instagram, and SMS.
Specific: Include only selected channel types.

For each selected channel type, you can optionally choose individual accounts. If no individual accounts are selected, the trigger matches all accounts for that selected channel type.

For example, select WhatsApp and a particular account to run a workflow only for conversations associated with that account.

Step 4: Configure Customer Message Matching

Choose whether enrollment should depend on customer text.

Option	Behavior	Recommended Use
Status only	Matches the selected status and channel without requiring customer text.	Resolution follow-ups and lifecycle workflows.
Any words	Requires eligible, nonblank customer text.	Workflows that need a customer text message but no particular keyword.
Specific keywords	Matches literal words or phrases in eligible customer text.	Pricing, demo, refund, or support routing.
ZENIE intent	Evaluates the meaning of eligible customer text against an intent description.	Routing requests expressed in different ways.

Status Only

Leave message filtering unconfigured.

Use this when customer text should not determine enrollment—for example, when requesting feedback after a qualifying resolution.

Any Words

Select Any words to require eligible, nonblank customer text.

This option does not require a particular keyword. Unlike status-only enrollment, it requires qualifying text to be available.

Specific Keywords

Add the words or phrases that should qualify, such as:

price
quote
book a demo

Keyword matching is case-insensitive. A Contains condition uses literal substring matching, and any keyword or phrase within that condition can satisfy it.

For example:

Configured Keyword	Customer Message	Result
price	“Can you share the price?”	Matches
quote	“Please send me a quote.”	Matches
book a demo	“I would like to book a demo.”	Matches
price	“Please send your pricelist.”	Matches

ZENIE Intent

Describe the customer’s intent in plain language.

For example:

The customer is asking about product pricing.

Message eligibility: Content matching uses eligible Public Contact text only. Agent replies, private notes, system messages, or non-text media are not supported.

Step 5: Set Re-enrollment

Choose whether the same contact can enter again on later qualifying events:

Disabled: Prevent duplicate starts for the same contact, flow, and launched version.
Enabled: Allow repeat enrollment, subject to existing flow rate limits.

Enable re-enrollment for workflows intended to run repeatedly, such as assistance after subsequent qualifying reopens.

Step 6: Add Workflow Actions

Connect the trigger to the actions needed for your use case.

Examples include:

Assigning or routing the conversation.
Applying conversation tags.
Updating contact fields.
Sending a message - WhatsApp/SMS/Email.
Adding a delay before a follow-up.
Calling a configured integration.
External Webhook.

Step 7: Validate and Launch

Verify the flow and Launch it.

Only an Active flow’s launched definition is used for enrollment. Changes saved to an unpublished draft do not affect the running automation.

FAQs

Can I add more than one filter condition to a trigger?
Yes. You can add several conditions based on conversation attributes, so the automation only runs when a conversation matches all the criteria you set.

What happens to conversations that do not meet the conditions?
Nothing. ZEPIC evaluates the conditions when the status changes, and the workflow does not run for conversations that fall outside them.

Do I need coding experience to add filter conditions?
No. ZEPIC uses a visual Flow builder, so you can choose the trigger, add conditions, and build the workflow without writing code.

How to Route and Follow Up on Conversations with Status Change Triggers Conversation Status Change Trigger

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Before you begin

Supported Channels

Use Cases