Inbound message trigger

Angel Cheung
Angel Cheung
  • Updated

Quick links

Settings

Mergefield explorer

Things to know

 

Configure how an inbound message with 'rules' can trigger a Pendula flow. All triggers that match a received message will be fired. Read more about reply matching


Settings

In the Settings tab, you can label a path’s name (appears on the canvas) and list your expected messages to trigger this flow. You can tailor what happens in each path, in later nodes.

You can list your expected triggering messages with rules or recipes. This includes listening for exact keywords, a specific phrase or word(s) within a sentence, or formatted text (such as email addresses or mobile numbers). You can choose from a pre-written recipe, or build your own 'rule'. 

You can add as many rules or recipes within a path. The relationship between each rule/recipe is "OR". If a reply matches several paths, the topmost path or rule will always take precedence. If a reply matches several triggers, all matching triggers will be fired. Learn more about Reply Matching


Mergefield explorer

In later nodes, when viewing the available mergefields for the Inbound message node in mergefield explorer you can expect to see:

Notable mergefields:

  • Matched Part: The part of the message body that was matched with your rule, as a string output type. This is helpful when the Contains rule is used. For example, "annie@acme.com" would be the matched part of the message "my email is annie@acme.com".

  • Matched Type: This can be used in later nodes such as Criteria filter, or referenced in History. The possible Matched Types mergefields are:
    • Exact Match (Trigger): An inbound message has been matched to the is exactly rule in an Inbound SMS Trigger Node.
    • Rule Match (Trigger): An inbound message has been matched o a free response, a rule or recipe in a Inbound SMS Trigger Node.

Things to know

  • If you have shared keywords or rules between the conversation nodes and trigger nodes, messages are matched to active conversations first, then triggers. Read more about reply matching
  • Opt-in and opt-out trigger flows should be used as final 'catch all' flows. Triggers contain limited context, meaning if a customer decides to opt-out mid-flow, you would not be able to see which flow caused the opt-out. Instead, in your marketing flows, add opt-in and opt-out paths of your Conversation Nodes for a richer context. Read more about other best practices
  • 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.