The "Customer Replied" workflow trigger fires when an incoming message is received from a contact. You can use it to build automations that respond based on which communication channel the customer replied from, 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 contact uses a specific phrase, add it to the "Contains Phrase" filter. The workflow will trigger as long as the message includes that phrase, regardless of the other words around it.
Press the "Enter" key to add multiple phrases.
Doesn't Have Tag
This filter triggers the workflow when a customer replies and does not have the selected tag on their contact record.
Exact Match Phrase
Use the "Exact Match Phrase" option to restrict the trigger to a specific word or phrase only.
For example, if your Exact Match Phrase is "Yes," the workflow will not trigger if a contact types anything other than "Yes."
Has Tag
Select a tag from the CRM. The workflow will only trigger when that specific tag is associated with the contact.
Intent Type
The "Intent Type" filter analyses the contact's response to determine whether it is positive or negative, then uses that understanding to drive the automation.
Replied To Workflow
This filter lets you choose which workflow the reply should have come from before the trigger fires.
Reply Channel
Use this filter to trigger workflows based on the channel where the reply came from, 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 add 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 is about more than automating responses; it's about building smarter, more considered workflows that adapt to how your customers communicate. With filters like Reply Channel, Intent Type, and Exact Match Phrase, you can keep your automation as simple or as detailed as you need.