The Customer Replied workflow trigger runs when an incoming message is received from a contact. This trigger can be used to build automation that performs actions based on customers replying from a specific communication channel, such as SMS or Email.
In a new workflow, add the Customer Replied trigger.
Adding Filters #
Contain Phrase #
If you only want this workflow to trigger when a specific phrase is used by your customer or lead, you can add that phrase into the “contains phrase” filter. The workflow will trigger as long as the message contains this phrase, regardless of the other words. Press the Enter key to add multiple phrases.
Doesn’t Have Tag #
By selecting this filter, you can decide to trigger this workflow when a customer replies and does not have the selected tag associated with their contact records.
Exact Match Phrase #
By clicking on Exact Match Phrase, you can restrict the trigger action to an exact word or phrase. For example, if your Exact Match Phrase is “Yes,” then if a contact types anything besides “Yes,” the workflow will not be triggered.
Has Tag #
Select a tag from the CRM. When a tag is allocated to the contact’s workflow, the workflow will only be triggered based on the specific tag.
Intent Type #
For Intent Type, the system tries to understand the contact response, whether it is positive or negative, then uses this automation as a reply to the contact’s response.
Replied To Workflow #
By selecting this filter, you can choose the workflow from which you are looking for a reply.
Reply Channel #
This filter makes it easy to trigger workflows based on the channel where the reply originated, such as SMS, email, call, WhatsApp, Chat Widget, Live Chat, GMB Messaging, Facebook Messenger, or Instagram DM.
If the Reply Channel is set to Chat Widget or Live Chat, you will need to include two filters to specify the exact Chat Widget or Live Chat that should trigger the reply. Select your preferred Chat Widget.
The Customer Replied trigger isn’t just about automating responses; it’s about building smarter, more responsive automation. By combining filters such as Reply Channel, Intent Type, and Exact Match Phrase, you can make your automation as simple or sophisticated as you need.
Frequently Asked Questions #
When does the Customer Replied trigger run? #
It runs whenever an incoming message is received from a contact, letting you automate actions based on their reply.
What is the difference between Contain Phrase and Exact Match Phrase? #
Contain Phrase fires if the message includes the phrase anywhere, while Exact Match Phrase fires only if the reply matches the word or phrase exactly.
Which reply channels are supported? #
SMS, email, call, WhatsApp, Chat Widget, Live Chat, GMB Messaging, Facebook Messenger, and Instagram DM.
What extra step is needed for Chat Widget or Live Chat? #
You must include two filters to specify the exact Chat Widget or Live Chat that should trigger the reply.
How can I filter replies by contact tags? #
Use the Has Tag filter to trigger only for contacts with a specific tag, or Doesn’t Have Tag to trigger only for contacts without it.
What does the Intent Type filter do? #
It interprets whether the contact’s response is positive or negative, allowing your automation to respond accordingly.
