{"id":1233,"date":"2026-03-17T10:20:33","date_gmt":"2026-03-17T10:20:33","guid":{"rendered":"https:\/\/onesystemcrm.com\/help\/?post_type=docs&p=1233"},"modified":"2026-03-17T10:20:33","modified_gmt":"2026-03-17T10:20:33","password":"","slug":"workflow-trigger-customer-replied","status":"publish","type":"docs","link":"https:\/\/onesystemcrm.com\/help\/docs\/workflow-trigger-customer-replied\/","title":{"rendered":"Workflow Trigger – Customer Replied"},"content":{"rendered":"

The\u00a0\u201cCustomer Replied\u201d<\/strong>\u00a0workflow trigger is a powerful tool designed to automate actions based on customer responses. This guide explains how to configure the trigger, the benefits it offers, and examples of practical use cases to streamline your business processes. By the end, you\u2019ll have a clear understanding of how to utilize this trigger effectively.<\/p>\n

What is the Customer Replied Workflow Trigger?<\/strong><\/h1>\n

Customer replies are one of the strongest signals of intent. Using this trigger ensures your workflows react immediately and consistently whenever a contact responds, so you can follow up faster, route messages correctly, and keep your pipeline moving.<\/p>\n

The\u00a0Customer Replied<\/strong>\u00a0workflow trigger starts a workflow when a contact replies to a message. You can optionally add filters (like phrases, tags, intent type, and reply channel) to ensure the workflow runs only for the replies that matter.<\/p>\n

\n

Key Benefits of Using Customer Replied Trigger<\/strong><\/h2>\n
    \n
  • Faster follow-up:<\/strong> launch actions instantly when a contact replies.<\/li>\n
  • Better routing:<\/strong> use filters to direct conversations to the right team or workflow.<\/li>\n
  • Cleaner automation:<\/strong> avoid duplicate workflows by narrowing conditions with phrases, tags, and channels.<\/li>\n
  • Channel-level control:<\/strong>\u00a0trigger different workflows based on where the reply came from (including\u00a0All-in-One Chat<\/strong>).<\/li>\n<\/ul>\n
    \n

    How to Set Up the Customer Replied Trigger in Workflows<\/strong><\/h2>\n

    A clean trigger setup prevents misfires and keeps your automation predictable. These steps walk through adding the trigger, naming it clearly, and applying the right filters for your use case.<\/p>\n

      \n
    1. Log in to your sub-account.<\/li>\n
    2. Go to\u00a0Automations > Workflows<\/strong>.\n

      \"\"<\/li>\n

    3. Create a\u00a0new<\/strong>\u00a0workflow<\/strong>\u00a0or\u00a0open<\/strong>\u00a0an\u00a0existing<\/strong>\u00a0one.\n

      \"\"<\/li>\n

    4. Click on the\u00a0+ Add New Trigger<\/strong>\u00a0button to add a\u00a0trigger.<\/strong>\n

      <\/strong><\/li>\n

    5. \n

      Select\u00a0Customer Replied<\/strong>.<\/p>\n

      <\/p>\n<\/li>\n

    6. \n

      Enter a clear\u00a0Trigger Name<\/strong> so it\u2019s easy to find later.<\/p>\n<\/li>\n

    7. \n

      Click\u00a0+ Add Filters<\/strong>\u00a0to narrow when the workflow should run.<\/p>\n

      <\/p>\n<\/li>\n

    8. Choose the right filters for your use case:<\/strong>\u00a0Using filters helps you control exactly which replies should activate your workflow. Filter options include:\n
        \n
      1. Contains Phrase:<\/strong> runs only when the reply includes specific words or phrases.<\/li>\n
      2. \n

        Exact Match Phrase:<\/strong> runs only when the reply exactly matches what you specify.<\/p>\n<\/li>\n

      3. \n

        Has Tag:<\/strong> includes only contacts with selected tags.<\/p>\n<\/li>\n

      4. \n

        Doesn\u2019t Have Tag:<\/strong> excludes contacts with selected tags.<\/p>\n<\/li>\n

      5. \n

        Intent Type:<\/strong> uses intent detection to categorize replies (for example, positive response, complaint, question).<\/p>\n<\/li>\n

      6. \n

        Replied to Workflow:<\/strong> runs only if the contact replied to a specific workflow\u2019s messages.<\/p>\n<\/li>\n

      7. \n

        Reply Channel:<\/strong>\u00a0runs only when the reply came from a selected channel.<\/p>\n

        <\/p>\n<\/li>\n

      8. Click\u00a0Save Trigger<\/strong>.\n

        <\/li>\n

      9. Add your relevant workflow actions, then\u00a0Publish<\/strong>\u00a0the workflow.\n

        <\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

        \n

        Reply Channel filter (including All-in-One Chat)<\/strong><\/h2>\n

        Reply Channel targeting makes it possible to build different automations for SMS, email, social messaging, and chat. This is especially useful when the same contact can reply across multiple channels, but you only want certain replies to trigger a workflow.<\/p>\n

          \n
        1. \n

          In the trigger filters, open\u00a0Reply Channel<\/strong>.<\/p>\n<\/li>\n

        2. \n

          Select the channel you want to match (for example, Email, WhatsApp, etc.).<\/p>\n<\/li>\n

        3. \n

          All-in-One Chat support in Reply Channel:<\/strong>\u00a0When you select\u00a0Reply Channel = All-in-One Chat<\/strong>, additional filters appear so you can narrow replies based on the type of All-in-One chat experience and the specific widget\/configuration.<\/p>\n<\/li>\n<\/ol>\n

            \n
          1. \n

            Set\u00a0Reply Channel<\/strong>\u00a0to\u00a0All-in-One Chat<\/strong>.<\/p>\n<\/li>\n

          2. \n

            Set\u00a0Chat Type is<\/strong> (appears only after selecting All-in-One Chat):<\/p>\n

              \n
            • Chat Widget<\/strong><\/li>\n
            • Live Chat<\/strong><\/li>\n<\/ul>\n<\/li>\n
            • \n

              Select the specific option in the dynamic third-level filter (this changes based on Chat Type):<\/p>\n

                \n
              1. \n

                If\u00a0Chat Type is = Chat Widget<\/strong><\/p>\n

                  \n
                • \n

                  Select\u00a0Chat Widget is<\/strong>\u00a0(dropdown lists\u00a0only All-in-One Chat widgets<\/strong>)<\/p>\n<\/li>\n<\/ul>\n<\/li>\n

                • \n

                  If\u00a0Chat Type is = Live Chat<\/strong><\/p>\n

                    \n
                  • \n

                    Select\u00a0Live Chat is<\/strong>\u00a0(dropdown lists\u00a0only All-in-One Live Chat configurations<\/strong>)<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

                    <\/p>\n

                    \n

                    Use Cases of the Customer Replied Trigger<\/strong><\/h2>\n

                    Practical examples make it easier to choose the right filters and actions. Use these ideas as templates to build automation that matches real customer reply scenarios.<\/p>\n

                      \n
                    1. Notify a team when a customer replies via a specific All-in-One Chat widget<\/strong>\n
                        \n
                      • Trigger:<\/strong>\u00a0Customer Replied<\/li>\n
                      • \n

                        Filters:<\/strong>\u00a0Reply Channel = All-in-One Chat \u2192 Chat Type is = Chat Widget \u2192 Chat Widget is = (select widget)<\/p>\n<\/li>\n

                      • \n

                        Actions:<\/strong> Send internal notification, assign conversation, create task<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n

                          \n
                        1. Route Live Chat replies to a support queue<\/strong>\n
                            \n
                          • Trigger:<\/strong>\u00a0Customer Replied<\/li>\n
                          • \n

                            Filters:<\/strong>\u00a0Reply Channel = All-in-One Chat \u2192 Chat Type is = Live Chat \u2192 Live Chat is = (select configuration)<\/p>\n<\/li>\n

                          • \n

                            Actions:<\/strong> Create ticket, notify support channel, apply tag, assign user<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n

                              \n
                            1. Create an opportunity from high-intent replies<\/strong>\n
                                \n
                              • Trigger:<\/strong>\u00a0Customer Replied<\/li>\n
                              • \n

                                Filters:<\/strong>\u00a0Contains Phrase (example: \u201cinterested\u201d, \u201cbook\u201d, \u201cpricing\u201d) + Reply Channel (choose the channel you want)<\/p>\n<\/li>\n

                              • \n

                                Actions:<\/strong>\u00a0Create opportunity, notify sales rep, send follow-up message<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n

                                \n

                                Frequently Asked Questions<\/strong><\/h2>\n

                                Q: Can I trigger workflows for replies from specific customers only?<\/strong><\/span><\/p>\n

                                Yes, you can use tags to narrow down workflows to specific customer segments.<\/p>\n

                                Q:\u00a0<\/strong><\/span>How do intent types work with this trigger?<\/strong><\/span><\/p>\n

                                Intent types use natural language processing (NLP) to categorize replies, such as \u201cquestion,\u201d \u201ccomplaint,\u201d or \u201cpositive response.\u201d You can then configure workflows to handle each intent appropriately.<\/p>\n

                                Q: Can I trigger different workflows based on reply channels?<\/strong><\/span><\/p>\n

                                Absolutely! You can configure workflows for specific channels like WhatsApp or email, and even narrow it down to particular numbers or addresses.<\/p>\n

                                Q: Does All-in-One Chat support apply to all workflow triggers?<\/span><\/strong><\/p>\n

                                No. The\u00a0All-in-One Chat<\/strong>\u00a0option is available specifically in the\u00a0Customer Replied<\/strong>\u00a0trigger\u2019s\u00a0Reply Channel<\/strong>\u00a0filter.<\/p>\n

                                Q: Will my existing Chat Widget workflows stop working?<\/span><\/strong><\/p>\n

                                No. Existing\u00a0Chat Widget<\/strong>-based triggers and workflows continue working as before.<\/p>\n

                                Q: Can I run different workflows for Chat Widget vs Live Chat replies?<\/span><\/strong><\/p>\n

                                Yes. Use separate triggers (or separate workflows) with\u00a0Chat Type is<\/strong>\u00a0set to\u00a0Chat Widget<\/strong>\u00a0or\u00a0Live Chat<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

                                The\u00a0\u201cCustomer Replied\u201d\u00a0workflow trigger is a powerful tool designed to automate actions based on customer responses. This guide explains how to […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"doc_category":[52],"doc_tag":[],"class_list":["post-1233","docs","type-docs","status-publish","hentry","doc_category-events-workflow-triggers"],"year_month":"2026-09","word_count":890,"total_views":"77","reactions":{"happy":"0","normal":"0","sad":"0"},"author_info":{"name":"usamasaeed219","author_nicename":"usamasaeed219","author_url":"https:\/\/onesystemcrm.com\/help\/author\/usamasaeed219\/"},"doc_category_info":[{"term_name":"Events Workflow Triggers","term_url":"https:\/\/onesystemcrm.com\/help\/docs-category\/events-workflow-triggers\/"}],"doc_tag_info":[],"knowledge_base_info":[],"knowledge_base_slug":[],"_links":{"self":[{"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/docs\/1233","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/comments?post=1233"}],"version-history":[{"count":1,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/docs\/1233\/revisions"}],"predecessor-version":[{"id":1236,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/docs\/1233\/revisions\/1236"}],"wp:attachment":[{"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/media?parent=1233"}],"wp:term":[{"taxonomy":"doc_category","embeddable":true,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/doc_category?post=1233"},{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/onesystemcrm.com\/help\/wp-json\/wp\/v2\/doc_tag?post=1233"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}