> For the complete documentation index, see [llms.txt](https://docs.mercuri.cx/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.mercuri.cx/features/flows/sms-whatsapp-triggers.md).

# 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

***

{% tabs %}
{% tab title="First Incoming Message" %}
Automatically sends a response when a customer messages your business for the first time.

<figure><img src="/files/LCmK5rPxYlITqMjYyOkN" alt="" width="446"><figcaption></figcaption></figure>

1. Select **SMS Triggers** from the dashboard.
2. Then, choose **SMS: First Incoming Message.** This activates the flow when a user sends their first SMS.
3. Click **+ (Add Step)**
4. Select **Action (SMS)**
5. 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.`&#x20;

6. 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.
{% endtab %}

{% tab title=" Incoming Message (Keyword-Based)" %}
Triggers a workflow when a customer sends **“STOP”**, allowing you to automatically unsubscribe them from SMS communication.

<figure><img src="/files/1X2mjeryf2JMaVcz4oIa" alt="" width="319"><figcaption></figcaption></figure>

1. Select **SMS Triggers** from the dashboard.
2. Choose **SMS: Incoming Message (Keyword)**

<figure><img src="/files/0GTPeOGVf8gDsNHvmRMg" alt="" width="324"><figcaption></figcaption></figure>

* Select your **SMS number**
* Enter keyword: **STOP** (For example)
* Click **Add Trigger**

3. Click **+ (Add Step)**
4. Select **Action (Subscription).** Set status to **UNSUBSCRIBED**

<figure><img src="/files/XaY0BVCPc2gVUBt8ybkB" alt="" width="328"><figcaption></figcaption></figure>

5. 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.
{% endtab %}
{% endtabs %}