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Start Conversation Action Block

Create an internal Messenger conversation for staff follow-up.

What's in this article

 

 

Summary

The Start Conversation block opens a conversation thread in Messenger with the contact so your team can reply and track the back-and-forth.

Note: There are no block settings for this block. It simply creates a conversation in messenger for the contact who passes through it.

 

When to use

  • Escalate a hot lead to a human
  • Create a support thread when someone replies with a problem
  • Hand off high-value membership questions to staff

 

 

Common triggers that feed into this block

  • Contact Created (new lead / import) → Rep follow-up needed (qualify the lead, answer questions, schedule next step)

  • Check-In Finished (visit) → Rep outreach for upsell or save (recommend the right package, handle group needs, address a bad experience)

  • Order Finished (purchase) → Rep follow-up for high-value or special orders (confirm details, handle exceptions, invite review if appropriate)

  • Contact Updated (field/tag change) → Rep callback when intent changes (example: “Interested” set to true, “Needs invoice,” “Wants pricing,” “Requested tour”)

  • Calendar Event Created/Updated (appointment booked) → Rep prep + no-show prevention (confirm expectations, answer “what do I need?” questions, reschedule if needed)

  • Membership Start → Rep onboarding touch (make sure they know how to use benefits, reduce early churn)

  • Membership End / Expiring Soon → Rep win-back (save cancellation, offer alternatives, solve the real reason they’re leaving)

 

 

Best practices

  • Use after a Filter or Message Reply so you only start conversations when needed.
  • Include context in the first message (what they did + what they asked for).

 

Tabs in this block

Editor

This is where you configure the block. After you change settings, save the block so the automation uses the updated configuration.

Stats

Stats populate after the block runs for at least one contact. For most blocks, Stats are mainly for quick troubleshooting (example: times triggered and last completed).

Task Log

The Task Log is the best place to troubleshoot a specific run. Each row is one task (usually one contact) that passed through this block.

  • Time: when the task ran
  • Run Duration: how long it took
  • Contact: click the person icon to open the contact profile
  • View Payload: click VIEW PAYLOAD to see all data passed through the automation for that task
  • Task ID: helpful for internal debugging and support

Warnings & Errors

  • Errors must be fixed before the automation can be enabled.
  • Warnings do not always block enabling, but they usually mean something is missing or risky.
  • If you see an error or warning banner, fix it in the Editor.