Respond Instantly with the Customer Replied Trigger

Replies are strong buying signals. The Customer Replied trigger starts a workflow when a contact answers a message, so you can follow up quickly and route the conversation correctly.

What fires it

The workflow runs when a contact replies on any supported conversation channel. Filters let you react only to the replies that matter.

Available filters

• Contains Phrase: the reply includes specific words.
• Exact Match Phrase: the reply is exactly what you type.
• Has Tag / Doesn't Have Tag: include or exclude by tag.
• Intent Type: categorizes the reply, such as positive, complaint or question.
• Replied to Workflow: only replies to messages from a chosen workflow.
• Reply Channel: SMS, email, WhatsApp and other channels. Choosing All-in-One Chat reveals Chat Type (Chat Widget or Live Chat) and then the specific widget or live chat setup.

Set it up

1. Open Automation > Workflows and create a workflow.
2. Click Add New Trigger and select Customer Replied.
3. Name it clearly.
4. Click Add Filters and choose the ones you need.
5. Click Save Trigger.
6. Add actions and publish.

Examples

• Keyword answer: exact match "YES" confirms an appointment and moves the opportunity.
• Complaint routing: a complaint intent alerts a manager and creates a priority task.
• Channel routing: replies from one chat widget go to the sales team, while another widget goes to support.
• Campaign reply: replied to a specific workflow stops that drip and starts a conversation sequence.

Tips

• If you only care about a specific word, choose exact match for short answers and contains for longer text.
• Pair with Doesn't Have Tag so contacts already handled are not processed twice.

Good to know: Replies from your own team are covered by the separate User Replied trigger.