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Inbound message trigger

Angel Cheung
  • Updated

Trigger a Pendula flow from an inbound message

This trigger expects an inbound message that then 'fires' the flow. 

To get started, drag the node onto the canvas to open up the settings panel.

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Expected responses

In the expected responses tab, you can label a path’s name under and list the expected responses.

Response path name: This appears on the canvas for your reference. The customer does not see this.

Expected responses: This is where you can list the expected response(s) a customer is expected to message you with (e.g. 'Stop'). This response can also be case sensitive.

If appropriate, you can add as many paths and expected response as you like.

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Ensure this expected response is unique and not a part of the expected responses from other triggers or any node used in the tenant. In the scenario where this happens, only the most recent flow that uses the keyword word will be triggered.

For example, if 'Stop' was used in a trigger node from another flow, only this flow would be fired as it is the most recently built one.

Things to know:

  • You only need ONE opt-in and ONE opt-out flow. Expected inbound replies are global across all flows, so the main opt out flow will capture a recipient typing ‘STOP’ at any time, regardless of the journey they are currently active in. 
  • Opt-outs will be actioned for any phone number. This means that even if someone has never received an SMS from you, but they message ‘STOP’ to the phone number, their number will be synced to the Opt-out data extension.
  • Opt outs will not affect active flows. This means if a recipient is mid-way through an active flow and triggers an opt-out flow, they won’t drop out of the active flow. They will however, be excluded from any new flows. For example, if Pendula is waiting on a reply from a particular number and that person messages 'STOP' (as an opt-out) and then messages 'ACCEPT' in response to the original offer, the flow will continue on the 'ACCEPT' path.

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