Set automations for customer replies via messaging platforms to trigger specific actions.
In the automations section, create a new automation.
Set the trigger to “Customer replied” for the automation to begin.
Add a filter specifying the platform, such as Instagram DMs, Email, Messenger, or others.
Select the channel where the customer replied, like Instagram DMs or SMS.
Toggle "Allow Re-entry" on or off. If off, it triggers only the first time a contact messages.
Optionally, add a filter for an exact phrase match or contains phrase.
Specify the keyword or phrase that will trigger the automation.
If you want repeated triggers based on the same keyword, enable “Allow Re-entry."
Define the desired action, such as replying with a DM, moving the contact to a pipeline stage, or starting a follow-up sequence.
Customize the rest of the automation workflow to suit your needs.