Customer Response Trigger

The "Customer Response Trigger" is an advanced workflow tool designed to activate when a customer sends an incoming message. This versatile trigger allows for complex automation by incorporating various filters and variables. You can use this trigger to create workflows that initiate specific actions based on customer replies, whether they come from SMS, email, or another communication channel.

Implement Filters

Phrase Containment
To refine the trigger to only respond when a customer uses a particular phrase, you can use the "Phrase Containment" filter. The workflow will activate if the incoming message includes this specific phrase, even if other words are present.

Example: You might use the phrase "Yes, please" to automatically trigger a workflow when confirming if a customer wants a particular discount.

Tag Exclusion
With the "Tag Exclusion" filter, you can set the workflow to trigger only when a customer does not have a specific tag associated with their contact information, such as "20% discount voucher."

Exact Phrase Match
The "Exact Phrase Match" filter ensures that the workflow is only triggered if the customer's reply exactly matches a specific word or phrase.

Example: If "Yes" is set as the exact phrase, the workflow will not activate if the customer types anything other than "Yes."

Tag Inclusion
By using the "Tag Inclusion" filter, the workflow can be set to trigger only when a specific tag is associated with the contact’s record in the CRM.

Intent Analysis
The "Intent Analysis" filter leverages Google's Dialog Flow automation to interpret the sentiment of the customer's response as either positive or negative. This helps in determining the appropriate automated action based on the nature of the reply.

Example: If a customer replies with "Sure, but I have a meeting in an hour, so make it quick," the system will interpret it as a positive response due to the word "Sure."

Workflow Response Filter
This filter allows you to trigger the workflow based on a reply to a specific workflow message.

Example: If you send out a message and expect a reply, this filter will ensure the workflow is triggered based on the response.

Response Channel
The "Response Channel" filter activates the workflow only when a reply is received through a designated communication channel.

Example: If a customer responds to your SMS campaign, this filter will trigger the associated workflow.