Workflow Trigger: Customer Replied

The Customer Replied Workflow Trigger runs when an incoming message is received from a contact. This article will give a detailed overview of how to set up a workflow with the Customer Replied Workflow Trigger.

Step 1: Start a new workflow or edit an existing one

Step 2: Creating and Editing the Trigger

  • Click “Add New Workflow Trigger”

  • Select Customer Replied in the Contact Actions section of the Workflow Triggers Menu or use the search feature. Once selected, the Customer Replied trigger setup menu will appear.
  • (Optional) Change the display name of this trigger within the Workflow builder in the text box under Workflow Trigger Name.
  • Select  + Add filters to bring up the Filters section. There are several options for customization under Filters
  • Contains phrase will trigger this workflow when a customer’s response includes a phrase. For example, if you type “hello” in this filter, then a customer who replies “Hello, my name is Cade” would be added to the workflow because their reply included the phrase you listed.
    • Note that this filter is NOT case sensitive
  • Exact match phrase will only add customers who reply with the exact phrase that you write. Nothing more, nothing less. For example, if you type “hello” in this filter, then a customer who replies “Hello, my name is Cade” would NOT be added to this workflow. Only a customer who replies exactly “hello” in this case would be added to this workflow.
    • Not that this filter is NOT case sensitive
  • Doesn’t Have Tag will disqualify contacts that have a selected tag from being added to this workflow
  • Has Tag will only allow contacts that have a selected tag to be added to this workflow
  • Intent type will only allow either positive or negative customer replies to trigger this workflow using AI detection to determine whether the customer’s response is positive or negative.
  • Replied to Workflow will add contacts to this workflow if they give a reply within a separate workflow
  • Reply channel will only allow contacts to be added to this workflow who reply through a specified communication channel.
    • These channels are Chat Widget, Email, Facebook Messenger, GMB Messaging, Instagram DM, and SMS
  • Press Save Trigger in the bottom right corner of the Trigger setup menu

Step 3: Set up applicable Workflow Action(s). We have multiple articles available to explain the setup of each of the Workflow Actions. Feel free to review our articles on these for more information on setting these up.

Pro Tip: You can use any Workflow Actions to be triggered by the Customer Replied trigger or you can leave this workflow without any actions.

Step 4: Press Save in the top right corner of your browser to save the workflow

  • If your Workflow is ready to be enabled, make sure the toggle switch under Save is set to Publish
  • Be sure to test your Workflow to make sure it is set up correctly using the Test Workflow button next to the Publish toggle switch. 
    • For an in-depth overview of Workflow Testing see our article, “Using the Testing Features in Workflows”

Now your workflow is set up and ready to go with the Customer Replied Workflow Trigger.

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