Overview

The Customer Replied Workflow Trigger runs when an incoming message is received from a contact. Use it to automatically start workflows based on customer responses, including optional filters for phrases, tags, intent, and reply channels.

Available Integrations

This trigger can be used with replies coming from channels connected through Settings → Integrations (for example Google-connected channels where applicable) as well as native messaging channels supported in STRINGConnect.

Setup

Step 1: Start a new workflow or edit an existing one

• Navigate to Automation in the left menu.

• Select Workflows at the top.

• Create a new workflow, or open an existing workflow to edit.

  

Step 2: Create and edit the trigger

• Click Add New Workflow Trigger.

• In the Events section, select Customer Replied, or use search.

• (Optional) Update the trigger display name in the Workflow Trigger Name field.

  

Filters

Select + Add filters to configure one or more filters.

• Contains phrase
  • Triggers when the reply includes the phrase.
  • This filter is not case-sensitive.