TABLE OF CONTENTS
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
Filter Details
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.