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Workflow Trigger: Customer Replied

The Customer Replied workflow trigger in Stack is a versatile tool that automates actions based on customer responses. This guide will walk you through setting up the trigger, highlight its benefits, and provide practical examples to enhance your business processes. By the end, you'll be ready to use this trigger effectively.

Table of Contents​

What is the Customer Replied Workflow Trigger?​

The Customer Replied trigger activates a specific workflow whenever a customer responds to a message. It enables businesses to automate follow-up actions, notifications, and processes tailored to customer interactions, boosting efficiency and response accuracy.

Key Benefits of Using This Trigger​

  • Enhanced Automation: Automatically initiate actions such as creating tasks or sending notifications based on customer replies.
  • Improved Responsiveness: Ensure timely follow-ups by reacting instantly to customer interactions.
  • Customizable Filters: Tailor workflows using filters like specific phrases, tags, or intent types.
  • Channel-Specific Workflows: Customize triggers based on reply channels like WhatsApp or email for precise automation.

Configuring the Trigger: A Step-by-Step Process​

  1. Navigate to the Automation section in your Stack CRM and select the Workflows menu.

  2. Click the + Create Workflow button at the top right corner and choose + Start from Scratch.

  3. In the workflow editor, click Add New Trigger and scroll to find the Customer Replied trigger.

  4. Name your trigger descriptively for easy identification.

  5. Use the Add Filters option to set specific conditions for the trigger activation. Here’s a breakdown of filter options:

    • Contains Phrase: Trigger when a customer's response includes a specific phrase.
    • Doesn't Have Tag: Exclude contacts with certain tags from entering the workflow.
    • Exact Match Phrase: Trigger only when the response exactly matches a specified phrase.
    • Has Tag: Activate the trigger only for contacts with specific tags.
    • Intent Type: Use NLP to categorize responses as positive, negative, etc., and automate accordingly.
    • Replied to Workflow: Target contacts who have responded to a previous workflow.
    • Reply Channel: Filter contacts based on the channel they used to reply, such as SMS or email.

  6. Remember to Save your changes as you configure the workflow.

  7. Use the Test Workflow option to ensure everything works before going live.

  8. Once satisfied, toggle the workflow from draft to live.

Use Cases​

Creating Opportunities from Positive Replies​

Scenario: A sales team wants to automatically create a CRM opportunity when a customer replies positively to a proposal.

  • Trigger Setup:
    • Trigger: Customer Replied
    • Filters: Contains phrase: “interested,” “confirm.”
  • Workflow Actions:
    • Create an opportunity in the CRM with reply details.
    • Notify the sales team about the new opportunity.
    • Send an email to the assigned user for immediate follow-up.

Outcome: Timely creation of opportunities improves lead management.

Customer Support Ticketing​

Scenario: Automate ticket creation when a customer responds with a complaint or question.

  • Trigger Setup:
    • Intent Type: Complaint or Question.
    • Filters: Reply channel: Email.
  • Workflow Actions:
    • Create a support ticket with priority settings.
    • Assign the ticket to the appropriate team.
    • Notify the support team for urgent action.

Post-Purchase Follow-Up​

Scenario: Automate thank-you messages when customers respond positively after a purchase.

  • Trigger Setup:
    • Contains Phrase: “Thanks,” “great.”
    • Reply Channel: WhatsApp.
  • Workflow Actions:
    • Send an automated thank-you message.
    • Request a review or feedback.
    • Log the interaction in the CRM.

FAQs​

  1. Can I trigger workflows for replies from specific customers only?

    • Yes, you can use tags to narrow down workflows to specific customer segments.

  2. How do intent types work with this trigger?

    • Intent types use natural language processing (NLP) to categorize replies, such as “question,” “complaint,” or “positive response.” You can configure workflows to handle each intent appropriately.

  3. Can I trigger different workflows based on reply channels?

    • Absolutely! You can configure workflows for specific channels like WhatsApp or email, and even narrow it down to particular numbers or addresses.