Workflow Trigger - Customer Replied

Created by John Mamado, Modified on Thu, 5 Dec, 2024 at 11:53 AM by John Mamado

Overview

The "Customer Replied" trigger initiates a workflow when a customer replies to a message. This is useful for automating follow-up actions, notifications, and responses based on customer interactions.

Trigger Name

Customer Replied

Trigger Description

The "Customer Replied" trigger activates a workflow whenever a customer replies to a message. Filters can be applied to specify conditions for the reply, such as containing specific phrases, having or not having certain tags, or matching specific intent types.

How to Configure

Step-by-Step Guide

Navigate to Workflow Triggers: Access the automation or workflow settings in your platform.
Choose a Workflow Trigger: Select "Customer Replied" from the list of available triggers.
Name Your Trigger: Enter a descriptive name for the trigger, such as "Customer Replied."
Set Up Filters (Optional): Add filters to specify conditions for the trigger.

Configuration Table

Value	Description	Mandatory
Workflow Trigger	Select "Customer Replied" from the dropdown.	Yes
Workflow Trigger Name	Enter a name for your trigger, e.g., "Customer Replied."	Yes
Filters	Specify conditions to narrow down the trigger.	No

Filter Details

Filter Name	Description	Example Use Case
Contains phrase	Triggers when the customer's reply contains specific phrases.	Use this to trigger follow-ups based on key phrases like "interested" or "confirm."
Doesn't Have Tag	Triggers when the customer's reply does not have a specific tag.	Use this to ensure replies without a particular tag are handled.
Exact match phrase	Triggers when the customer's reply exactly matches a specific phrase.	Use this for precise replies that match specific phrases verbatim.
Has Tag	Triggers when the customer's reply has a specific tag.	Use this to trigger actions for replies tagged with specific labels.
Intent type	Triggers based on the detected intent type in the customer's reply (e.g., question, complaint).	Use this to handle different types of replies based on their intent.
Replied to Workflow	Triggers when the customer replies to a specific workflow message.	Use this to trigger follow-ups based on replies to particular workflow messages.
Reply Channel	Trigger when customer replies to a specific channel	Use this to trigger the workflow when customer has replied to a specific channel

Reply Channel Types

Whatsapp - When Whatsapp is selected a dependent field can be added named "Whatsapp Number". Using this field a specific number can be selected. The workflow will trigger only when the customer has replied to that specific number.

Example

Creating an Opportunity from Positive Reply

Scenario: A sales team wants to automatically create an opportunity in the CRM when a customer replies positively to a proposal email, indicating interest in moving forward with the deal.

Trigger Setup:

Trigger: Customer Replied
Name: Customer Replied
Filters:
- Contains phrase: Interested, Confirm

Workflow Actions:

Create Opportunity: Automatically create an opportunity in the CRM with details from the customer's reply.
Internal Notification: Notify the sales team about the new opportunity.
Internal Notification: Automatically send the email to the assigned user about the created opportunity

Outcome: This automation ensures that positive replies from customers are promptly turned into opportunities, enabling the sales team to follow up efficiently and increase the chances of closing the deal.