Node: Reopen Conversation

The Reopen Conversation node brings a closed, resolved, or snoozed conversation back to the open state, so it reappears in the team's active Inbox. It also clears the closed/resolved/snoozed timestamps, so the conversation doesn't sit in a confusing in-between state.

When to use it

• When a contact replies after their conversation was closed or snoozed, and you want it to automatically return to the team's Inbox (for example, as part of a workflow triggered by "message received on a closed conversation").
• To undo a premature auto-close when new activity from the contact is detected.

Requirements

• The workflow must run with a conversation in context (conversation_id); if the trigger doesn't provide one, the node returns an error.
• The conversation must exist (not have been deleted).

Configuration

This node has no configuration fields. It simply reopens the conversation that arrived in the workflow's context.

Example

A workflow listens for the "message received" event and, if the conversation was in "closed" or "snoozed" state, runs the Reopen Conversation node before continuing (e.g. before reassigning it to an agent). Result: the customer writes again, and the conversation returns on its own to the active Inbox without anyone reopening it by hand.

Tips

• If the conversation was snoozed, the node also clears the snooze countdown, so it doesn't auto-close again once that window would have expired.
• Pair it with an assignment node (assign_agent or assign_ai_agent) right after, so the reopened conversation ends up in someone's hands.

Troubleshooting

• "No conversation_id in context": the trigger that fired the workflow doesn't include a conversation — check that you're using an Inbox-type event (message received, manually reopened conversation, etc).
• "Conversation not found": the conversation was deleted or belongs to a different workspace.