Establishing a workflow trigger and action is essential for PUBLISHING workflows; without both components, you can only save the workflow without publishing it.

The "customer replied" workflow trigger activates when an incoming message is received from a contact. This advanced workflow incorporates various filters and variables and can be employed to automate actions based on customer replies, including those from specific communication channels such as SMS or Email.

Customer Replied Trigger

Add Filters

Contain Phrase

If you want this workflow to trigger only when a specific phrase is used by your customer or lead, insert that phrase into the "contains phrase" filter. The workflow will trigger as long as the message contains this phrase, regardless of other words.

For Example: Using the phrase "Yes, please" could trigger this workflow when asking a customer or lead if they want a particular discount.

Set the phrase that triggers the workflow

Doesn't Have Tag

By selecting this filter, you can trigger this workflow when a customer replies and DOES NOT have the tag "20% discount voucher" associated with their contact records.

Contact response without tag will trigger workflow

Exact Match Phrase

Clicking on "Exact Match phrase" lets you restrict the trigger action to an exact word or phrase.

For Example: Your Exact Match Phrase is "Yes." If a contact types any word aside from this exact "Yes," the workflow will not be triggered.

Trigger workflow using exact match phrase

Has Tag

Select a tag from the CRM. When a tag is allocated to the contact's workflow, the workflow will be triggered based on the specific tag.

Contact response with tag will trigger workflow

Intent Type

For "Intent Type," the system attempts to understand the contact response as positive or negative, utilizing Google automation on the back end (Google Dialog Flow). Positive or negative words trigger the workflow.

For Example: If a contact replies to an appointment invite with "Sure, but I have a meeting in an hour, so make it quick," the system interprets it as a 'Yes' due to the presence of "Sure."

Positive or negative response triggers workflow

Replied To Workflow

Selecting this filter allows you to choose the workflow from which you are expecting a reply. If you send a message to your contact and anticipate a reply, this workflow can be triggered based on their response.

Response to a workflow triggers this workflow

Reply Channel

This "Reply channel" activates only when a specific reply from a channel exists. For instance, if a customer responds to your SMS campaign, this workflow automatically triggers.

Reply to channel triggers workflow