Event: Incoming Message
Overview
The Incoming Message event is triggered whenever a new message is received from a customer in an existing conversation. This event allows you to automate actions based on what the customer says, helping your team respond faster and handle conversations more efficiently.
A single automation rule can include multiple conditions and multiple actions. All conditions must be met for the rule to run, and when they are, all configured actions will be executed automatically.
Conditions
Conditions define when the automation rule should be triggered. You can use conditions to detect specific patterns or keywords in customer messages.
Message Content
This condition checks the content of the incoming customer message. It allows you to trigger automation when the message contains specific keywords, phrases, or matches defined criteria.
Actions
Actions define what happens when the conditions are met. You can configure one or more actions to be executed automatically when the rule is triggered.
Send Message
Automatically sends a message to the conversation in response to the incoming customer message. This is useful for instant replies, acknowledgements, or predefined responses.
Add Label
Automatically adds one or more labels to the conversation. Labels help categorize conversations based on customer intent or message content.
Assign to Agent
Automatically assigns the conversation to a specific agent when the rule conditions are met. This helps route conversations to the right person based on the customer's message.
Example
Scenario
Detect sales-related inquiries and route them to the sales team.
Automation Setup
| Configuration | Value |
|---|---|
| Conditions | Message content contains "pricing" or "demo" |
| Actions | Add label "sales-inquiry" Assign to sales agent |
Outcome
When a customer sends a message containing sales-related keywords, the conversation is labeled and assigned to the sales agent automatically.
