Build more powerful and flexible automations using the "Customer sends any message" trigger for inbound conversations.
Some typical examples of using this trigger are setting conversation data or tagging a conversation when specific keywords are mentioned in a customer's message.
Get started
Go to Automation > Workflows and click New workflow.
Choose Create from scratch and use the trigger "Customer sends any message".
Set up trigger rules
Channels allow you to select exactly which inbound channels you would like this trigger to apply to. These omnichannel Workflows allow you to configure channel-specific actions and content.
When your customers send you a message on these channels, this bot will trigger if they meet the criteria you specify in the Audience section.
Send bots in different languages
There is a Detected Language attribute in Audience rules that allows you to target customers by their language.
The value of this attribute is defined as follows:
The ML-detected language from the first user message in the conversation.
If no language is detected from the first customer message, the user's current Messenger locale.
If there is no Messenger locale for the user, the workspace’s locale.
This is exactly the same logic that our bots use to determine the language of the conversation, for instance for Task bots to know what language to speak in, or for omnichannel bots to send text fallbacks for quick replies or attribute collectors in external channels.
We recommend creating a bot for each language you want to serve your content in. You can then target each bot to its desired audience with the Detected Language attribute.
Once you've finished setting up trigger rules and scheduling, you can click Save and close and start building your Workflow.
Add content
Navigate to Content to design your Workflow on the canvas. See more tips on how to use the Workflows builder.
For example, you could Apply rules to automatically tag conversations with messages that contain the keyword 'price'.
Using Reusable workflows
Reusable workflows can be used with this inbound trigger to help you manage your Workflows more efficiently.
Simply select Pass to reusable workflow from a path using the + icon. You’ll see a list of reusable Workflows you’ve created. Choose one from the list or create a new Workflow you’d like to link to.
To see which Workflows have been reused, go to Automation > Workflows and expand the Reusable workflows list. This will also show you which Workflows are using them.
You will only be able to select a Reusable workflow whose content is compatible with the channels selected for the parent Workflow. See Channel Compatibility for an overview of which steps are supported across channels.
If you edit a Reusable workflow and make it incompatible with one of the parent Workflow’s target channels, we'll warn you and a pop-up will appear preventing the change from occurring. Access the Reusable workflow from the pop-up and either remove or substitute the unsupported step.
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