Customer Replied

You will need to establish a workflow trigger and action to PUBLISH workflows. Without both, you can only save the workflow, not publish it.

The “customer replied” workflow trigger runs when an incoming message is received from a contact. It is an advanced workflow with a lot of filters and variables. This trigger can be used to build automation that performs actions based on customers replying and even from a specific communication channel such as SMS or Email.

Customer replied trigger

Add 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.

For Example: Using the phrase “Yes, please” could be a way to trigger this workflow when asking a customer or lead if they want a certain discount.

Set the phrase that triggers the workflow

DOESN’T HAVE TAG

By selecting this filter, you can decide to 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

By clicking on the “Exact Match phrase,” you can 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” word, and 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 only be triggered based on the specific tag.

Contact response with tag will trigger workflow

INTENT TYPE

For “Intent Type,” the system tries to understand the contact response, if it is positive or negative, then uses this automation as a reply to the contact’s response.

This filter uses Google automation on the back end (Google Dialog Flow). It is the automation built by Google to understand the communication of human beings. Some words are established as positive, and others are grouped as negative.

For Example, if a contact replies to an appointment invite as “Sure, but I have a meeting in an hour, so make it quick,” the system sees it as a ‘Yes’ because of the “Sure” in the sentence.

Positive or negative response triggers workflow

REPLIED TO WORKFLOW

By selecting this filter, you can choose the workflow from which you are looking for a reply.

For Example, If you send a message to your contact and you are expecting a reply from them, you can trigger this workflow based on their reply.

Response to a workflow triggers this workflow

REPLY CHANNEL

This “Reply channel” runs only when a specific reply from a channel exists.

For example, if a customer replies to your SMS campaign, this workflow automatically triggers.

Reply to channel triggers workflow