# Step: Open Conversation

#### How It Works <a href="#how_it_works" id="how_it_works"></a>

When the Workflow is triggered, a conversation with the Contact will open. The Message Module will display “Conversation opened by {Workflow name}”. If the conversation is already open when this Step is triggered and executed, the Contact will proceed to the next Step.

#### Best Practices <a href="#best_practices" id="best_practices"></a>

Suppose the Contact’s conversation is closed and you want to open the conversation by sending a message. Use the open conversation step to open a conversation before you send a message to the Contact in the workflow.

Sending a message from the workflow will not automatically open the conversation. Whereas sending a message from the message module will automatically open the conversation.

#### Suggested Use Cases <a href="#suggested_use_cases" id="suggested_use_cases"></a>

* **Open the conversation before sending a message**: For example, if you use an Incoming Webhook as a trigger and a customer abandons their cart on the e-commerce platform, it will trigger the workflow. You can then open a conversation and send a follow-up message to the customer.


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