Skip to main content
Solved

Triggering an Action After Closing a Live Chat Ticket

  • March 25, 2025
  • 7 replies
  • 96 views
Barak3105

Hi everyone, 😎

I'm seeking assistance regarding a scenario with my Manychat bot's Live Chat feature. Here’s the process I'm working with:

  1. A user requests human support through the bot.

  2. Human support responds via Live Chat.

  3. After resolving the user's issue, human support closes the ticket.

  4. The ticket status is updated to "Closed."

My question is:
Is there a built-in trigger or event in Manychat that activates once a Live Chat ticket is closed by support? If not, are there recommended workarounds to detect this event so that I can execute subsequent automation actions?

Any insights or guidance would be greatly appreciated.

Thank you!

Best answer by rogerioaraujo

Oi ​@Barak3105 ,

Here's a screenshot to better demonstrate. But basically, the steps are:

1 - Create a flow, adding a step that closes the conversation (or as many steps as you'd like);
2 - Click on Trigger;
3 - Click on Contact Events;
4 - Click on TAG assigned to contact;
5 - Search for an existing TAG or create a new one.

This way, every time your agent assigns the TAG to a contact, the flow will be triggered.

 

 

    7 replies

    rogerioaraujo
    Forum|alt.badge.img+2
    • rogerioaraujo
    • Flow Scholar
    • March 25, 2025

    Hi ​@Barak3105 ,
    Simply closing a conversation does not trigger any actions in Manychat. The current alternative is to create a specific flow for ending a conversation and define a way to trigger it — either through a TAG or even via an integration with external systems that send the flow to the client.
    So, you should instruct your agent that instead of just clicking the "Close" button, they should perform the action that triggers this flow.

    Barak3105
    • Barak3105
    • Author
    • Up-and-Comer
    • March 25, 2025

    Hi ​@rogerioaraujo  for now I don’t want to trigger from outside of the system
    What do you mean by Tag? 

    I would be happy for some duidance?

     

    Barak

    rogerioaraujo
    Forum|alt.badge.img+2
    • rogerioaraujo
    • Flow Scholar
    • Answer
    • March 25, 2025

    Oi ​@Barak3105 ,

    Here's a screenshot to better demonstrate. But basically, the steps are:

    1 - Create a flow, adding a step that closes the conversation (or as many steps as you'd like);
    2 - Click on Trigger;
    3 - Click on Contact Events;
    4 - Click on TAG assigned to contact;
    5 - Search for an existing TAG or create a new one.

    This way, every time your agent assigns the TAG to a contact, the flow will be triggered.

     

     

    Barak3105
    • Barak3105
    • Author
    • Up-and-Comer
    • March 25, 2025

    Hi ​@rogerioaraujo 
    You are so great!
    Thank you.
    I will try to see how can I do it.

     

    Thank you

    Barak3105
    • Barak3105
    • Author
    • Up-and-Comer
    • March 25, 2025

    ​@rogerioaraujo How can I assign the tag so that it will trigger the automnation? 

    When I am trying to apply a Tag
    This what he said:
     

    I didn’t find a way to apply a tag and then trigger it .

    rogerioaraujo
    Forum|alt.badge.img+2
    • rogerioaraujo
    • Flow Scholar
    • March 25, 2025

    ​@Barak3105 ,
    Here’s a screenshot to better illustrate. The steps are:

    1 - Click on Settings
    2 - Click on TAGS
    3 - Click on New TAG

    After that, go to your flow and link the newly created TAG to it, so it can act as a trigger to start the flow.

    A very important point to ensure everything works correctly:
    Every time an agent sends a message in the live chat, automations are paused. This pause time can be adjusted in your settings, but the minimum allowed is 30 minutes.
    So it’s important that during this pause time (which you’ll notice by a yellow timer), you do not link this TAG, as the automation might not work as expected.
    The agent can click the "Automations Paused" button at any time and then click "Restart Automations", and the automation will resume working.

     

     

    rodrigo_silvano
    Forum|alt.badge.img+4
    • rodrigo_silvano
    • Manychat Community Moderator
    • March 27, 2025

    Hey, ​@Barak3105 here’s another workaround that you can try.

    I’m assuming that your client contact you and start the conversation with your bot. At some point, the user asks to talk to an agent.

    Here’s how you can achieve that:

    1. The first automation where the user starts the conversation
    2. The conversation is assigned to an agent
    3. Your agent send the next automation manually

    After the human agent close the ticket, they need to click on automation

     

    Doing that, it opens a window with all your automations and the agent needs to select one of them to send to the user

     

    After that, the user continues to talk with your bot.

     

    Let me know if this helps 🙂

    rodrigosilvano.pt | Automate with intelligence - Surprise with experience
    Community Terms & ConditionsCookie settingsAccessibility statement