Unmatched message trigger

Angel Cheung
Angel Cheung
  • Updated

The Unmatched message trigger is a global flow that is triggered whenever a message is marked as "Unmatched". A message is marked as "Unmatched" when a received message isn't matched to any active Conversations or Inbound SMS message triggers. Read more about reply matching

Only ONE unmatched trigger flow can be active at a time. Drafts can be created but cannot be activated if there is a duplicate.

Example Unmatched message trigger flows

  • Send all Unmatched messages to your system of record, and let the customer know the message has been received and an agent will be in touch shortly.

 

  • When an Unmatched message is received, start a conversation with the customer which seeks to clarify the intent of their message. Send the message body from both the trigger and Conversation node to your system of record, and let the customer know the message has been received and an agent will be in touch shortly.

 

Things to consider

This trigger contains limited context information as displayed in the Mergefield Explorer – only the from number, message body and timestamp are shown. This will affect scenarios where contextual information is necessary.

For example, if a customer replies with feedback in response to an upsell flow, the context such as what the customer was replying to would not be included in this trigger. In this scenario, we recommend adding a free reply path to your conversation node instead to capture and send it to your platform.  Read the best practices guide to learn more.