SMS / WhatsApp Triggers
What is an SMS / WhatsApp Trigger Flow?
An SMS / WhatsApp Trigger Flow is an automated workflow that starts when a customer sends a message to your business.
Instead of manually responding to every message, you can set up predefined actions that run automatically based on incoming SMS/ WhatsApp message.
This helps you:
respond instantly
guide customer conversations
reduce manual effort
Available SMS / WhatsApp Triggers
From the dashboard, you can create flows using:
1. First Incoming Message
Triggers when a customer sends an SMS/ WhatsApp for the first time.
Use cases:
welcome message
onboarding response
asking for basic details
2. Incoming Message (Keyword-Based)
Triggers when a message contains a specific keyword.
Use cases:
“BOOK” → send booking link
“PRICE” → send pricing details
“HELP” → send support options
Automatically sends a response when a customer messages your business for the first time.
Select SMS Triggers from the dashboard.
Then, choose SMS: First Incoming Message. This activates the flow when a user sends their first SMS.
Click + (Add Step)
Select Action (SMS)
Choose the SMS template you created earlier (e.g., welcome message / acknowledgement message)
Hi {{name}}, thanks for reaching out!
We’ve received your message and will get back to you shortly.
Now, click on Create Workflow
Note: The setup for WhatsApp triggers is similar to SMS triggers, including selecting a trigger, adding an action, and choosing a template.
Triggers a workflow when a customer sends “STOP”, allowing you to automatically unsubscribe them from SMS communication.
Select SMS Triggers from the dashboard.
Choose SMS: Incoming Message (Keyword)
Select your SMS number
Enter keyword: STOP (For example)
Click Add Trigger
Click + (Add Step)
Select Action (Subscription). Set status to UNSUBSCRIBED
Now, click on Create Workflow
Note: The setup for WhatsApp triggers is similar to SMS triggers, including selecting a trigger, adding an action, and choosing a template.
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