What happens when an inbound message comes into Pendula?
Pendula uses both the phone number and the keywords in the message body to match an inbound message to a flow and continue the recipient down the correct path of their customer journey.
What happens if the message matches two or more flows?
Only the most recent flow will be matched.
What happens if it matches a recipient number, but no flows?
When Pendula receives an inbound message, first it checks if it will trigger an active flow with an inbound message node trigger.
If there’s no match, then Pendula looks for any messages that might have been sent to this number; if it was expecting any keywords from this number as part of a conversation node (outbound SMS) in any active flow.
What happens if it doesn’t match either a recipient number, or a flow?
The message will be persisted into the database and Pendula will publish an
UnmatchedMessageEvent to the event queue.
What happens when a keyword ‘expires’
Expected keywords expire after a certain amount of time, which users can change in the reply expiry tab of conversation nodes.
Once the reply expiry time passes, Pendula will set the intent of the message to
EXPIRED and any responses will not be matched. An
UnmatchedMessageEvent will be published to the event queue.