Trigger - Customer Replied
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
| 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. |
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.
