In CRM workflows, positive intent triggers are a game-changer. They let you automate follow-ups when contacts respond positively to your outreach, ensuring you stay on top of every opportunity. Whether you’re running a reactivation campaign or promoting a limited-time offer, these triggers help convert potential leads into meaningful engagements without manual intervention.

Set Up the Workflow

Navigate to the “Workflows” section within the CRM and create a workflow from scratch. Select the “Customer Replied” trigger option.

Choose SMS as the reply channel. Set the intent type to “Yes”, which captures positive responses such as “Positive/Yes” versus “Negative/No.” Add campaign-specific filters, ensuring only relevant replies activate the trigger.

NOTE: You can include follow-up actions, such as sending a link for booking a call or accessing a special offer.

Testing the Positive Intent Trigger

After setting up your trigger, it’s crucial to test it to ensure it works as expected:

• Add Yourself to the Campaign: Insert your profile into the outreach workflow to receive the initial text.
• Reply Positively: Respond with a positive word, like “Sure,” and check if the system detects it.
• Validate Follow-Up Actions: Confirm you are added to the appropriate workflow and receive the intended follow-up message.

Use Case

Picture this: you’re running a database reactivation campaign. A text message goes out to your contacts saying, “Hey, we have an exciting offer! Are you interested?” When someone responds positively, maybe with a “Yes” or “Absolutely,” the CRM instantly sends a follow-up message with a call-to-action.

Positive intent triggers empower businesses to respond promptly to potential leads who express interest, boosting engagement and conversions. With the right setup and testing, these triggers can streamline your follow-up process, ensuring your outreach efforts translate into meaningful interactions.

Frequently Asked Questions

Why is my trigger not firing?

Ensure that the reply channel and workflow specifics are correctly set up. Double-check the intent type to ensure it matches the expected positive responses.

Why am I not receiving a follow-up message?

Verify that the workflow has been saved and published. Check if there are any conditions or filters that might be preventing the trigger from executing.

Can I set up triggers for negative replies?

Yes, you can create separate triggers to handle negative replies, though this guide focuses on positive intent.

What reply channel should I use for positive intent triggers?

This guide uses SMS as the reply channel, with the intent type set to “Yes” to capture positive responses from contacts.

What kinds of replies count as positive intent?

Affirmative responses such as “Yes,” “Sure,” or “Absolutely” are detected as positive intent, allowing the workflow to fire the follow-up action.

How should I test a positive intent trigger before going live?

Add yourself to the campaign, reply with a positive word, and confirm that you are enrolled in the follow-up workflow and receive the intended message.