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Overview

This article explains how to set up automated workflows that trigger when a customer replies through an All-in-One Chat widget. You will learn how to configure the trigger, apply filters to target specific chat types or widgets, and implement common automation strategies like routing, notifications, and tagging.

How the Trigger Works

The workflow trigger operates in layers, ensuring precise targeting:

Event: Activates when a customer sends a reply message.
Reply Channel: Restricts the trigger to All-in-One Chat widgets.
Scoped Filters: Further narrows execution based on chat type (Chat Widget or Live Chat) and specific widget configuration.

The workflow runs only when all selected conditions are met.

Prerequisites

Before you begin, ensure:

At least one All-in-One Chat widget is configured in your CRM.
You have access to the Workflows section.
Users, teams, tags, or pipelines you plan to use in automation are set up.

Configuring the Workflow

Step 1: Create or Open a Workflow

Navigate to Automations > Workflows, then click Create Workflow or open an existing one. Select Add Trigger.

Step 2: Select the Trigger Event

Choose Customer Replied from the trigger options. The configuration panel will open.

Step 3: Set the Reply Channel

Locate the Reply Channel dropdown and select All-in-One Chat. This enables additional filtering options.

Step 4: Choose Chat Type

Under Chat Type, select one:

Chat Widget: Targets replies from embedded chat widgets.
Live Chat: Targets replies from live chat configurations.

Step 5: Specify the Configuration

Based on your chat type selection, choose the specific widget or live chat configuration from the dropdown. This ensures the workflow runs only for replies from that source.

Step 6: Save the Trigger

Click Save Trigger to finalize the configuration.

Implementation Examples

Automated Acknowledgement

Send an immediate response when a customer replies. Actions might include sending a confirmation message, assigning the conversation, and adding a tag.

Department Routing

Direct replies from different widgets to appropriate teams (e.g., sales vs. support) by assigning conversations, adding tags, and creating tasks.

Priority Alerts

Notify key personnel or escalate conversations when replies come from high-priority widgets.

Intent-Based Qualification

Use keywords in replies to segment contacts (e.g., tagging “pricing” inquiries or “refund” requests) and route them accordingly.

Escalation for Unhandled Replies

Wait a set time after a reply, then escalate if no action is taken by reassigning or sending notifications.

For multiple widgets, create separate workflows with clear naming conventions and consistent tagging to maintain organization.

Best Practices

Always select specific widgets or configurations when multiple exist.
Keep routing logic modular and avoid mixing chat types unless intentional.
Audit workflows regularly to prevent overlap.
Use clear naming standards for easy maintenance.

Troubleshooting

If All-in-One Chat does not appear in the Reply Channel dropdown, verify that the correct trigger is selected and that at least one chat widget exists. If a specific widget is missing, try switching the chat type option.

Automating Responses to Chat Widget Replies with Workflows