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Customer sends any message
Customer sends any message

How to create Workflows to manage inbound conversations or replies over a broad range of channels.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

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 corresponds to the language Fin detects for the conversation.

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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