In CRM workflows, positive intent triggers are a real game-changer. They let you automate follow-ups when contacts respond positively to your outreach, so you never miss an opportunity. Whether you're running a reactivation campaign or promoting a limited-time offer, these triggers help convert potential leads into meaningful engagements without any 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 like "Positive/Yes," or "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 Positive Intent Trigger

Once you've set up your trigger, it's worth testing it to make sure everything 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 help you respond quickly to leads who express interest, boosting engagement and conversions. With the right setup and testing, these triggers can streamline your follow-up process and make sure your outreach efforts lead to meaningful interactions.

Troubleshooting & FAQs

Q: Trigger Not Firing

  • A: 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.

Q: No Follow-Up Message Received

  • A: 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.

Q: Can I set up triggers for negative replies?

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