Configuring "Interaction" trigger nodes

Learn how to set up trigger nodes such as "Incoming message received", "Outgoing message sent", and "Conversation status updated"

Written By Iqmal (Administrator)

Updated at June 24th, 2024

All trigger nodes require setting up in a node form, where you can further specify the parameters for a flow to be triggered. In this article, we will guide you on how to set up every “Interaction” trigger node so you can initiate your flows based on expected circumstances.
 

Incoming message received 

The "Incoming message received" trigger activates whenever a customer sends a message to you. It allows you to automate your customer service or sales processes by reacting to incoming messages, and can be used to create welcome messages, FAQ bots, lead qualification workflows, and more.

Set up the “Incoming Message Received” node form by following the steps below:

  1. Click on the node to open up its form, which will appear on the right side of the screen


     
  2. The node form contains the following fields for you to set up the trigger:

             1. Channel - Select the desired messaging channel(s) that will trigger the flow 
             when a message is received from it
             2. Enrollment conditions - When toggled on, you can set specific conditions that 
             the customer must meet in order to be enrolled into the flow


     

New customer message received

The “New customer message received” trigger targets incoming messages from new customers who have not interacted with your business before. You can use this to provide a personalized onboarding experience or to quickly route new leads to your team.

Set up the "New customer message received" trigger node form by following the steps below: 

  1. Click on the node to open up its form, which will appear on the right side of the screen


     
  2. The node form contains the following fields for you to set up the trigger:

            1. Channel - Select the desired messaging channel(s) that will trigger the flow 
            when a message is received from it
            2. Enrollment conditions - When toggled on, you can set specific conditions that 
            the customer must meet in order to be enrolled into the flow


     

Incoming messages from Click-to-WhatsApp (CTWA) ad

⚠️ The "Incoming messages from Click-to-WhatsApp (CTWA) ad" trigger will only be available for Premium and Enterprise plan users

 

The "Incoming messages from CTWA ad" trigger is designed for conversations initiated by customers clicking on your Click-to-WhatsApp ads. You can use it to automatically send a welcome message, collect lead information, or direct the customer to a specific conversation flow.

Set up the "Incoming messages from CTWA ad" trigger node form by following the steps below: 

  1. Click on the node to open up its form, which will appear on the right side of the screen


     
  2. The node form contains the following fields for you to set up the trigger:

            1. Channel - Select the desired messaging channel(s) that will trigger the flow 
            when a message is received from it
            2. Enrollment conditions - When toggled on, you can set specific conditions that 
            the customer must meet in order to be enrolled into the flow
            3. Save as flow variable - When toggled on, any ad-related data will be saved as 
            a flow variable that can be used later on in the flow. You can change the name of 
            the flow variable to your liking. 


     

Outgoing message sent

The "Outgoing message sent" trigger is activated when your business sends a message to a customer, allowing you to create post-messaging workflows. You can use this to follow up with customers, provide additional information, or initiate a new sales or support process.

Set up the "Outgoing message sent" trigger node form by following the steps below: 

  1. Click on the node to open up its form, which will appear on the right side of the screen


     
  2. The node form contains the following fields for you to set up the trigger:

            1. Channel - Select the desired messaging channel(s) that will trigger the flow 
            when an outgoing message is sent from it
            2. Enrollment conditions - When toggled on, you can set specific conditions that 
            the customer must meet in order to be enrolled into the flow


     

Conversation status updated

The "Conversation status updated" trigger is used to monitor changes of customer conversation statuses, such as when a conversation is marked as "Open" or "Closed". You can use this to automate follow-up actions, update customer records, or notify relevant team members.

Set up the "Conversation status updated" trigger node form by following the steps below: 

  1. Click on the node to open up its form, which will appear on the right side of the screen


     
  2. The node form contains the following fields for you to set up the trigger:

            1. Conversation status updated - Select the conversation status update that will 
            trigger the flow, so either when a conversation is opened or when it is closed
            2. Enrollment conditions - When toggled on, you can set specific conditions that 
            the customer must meet in order to be enrolled into the flow