Using Word Match Conditions in Workflow Triggers

You can configure your workflow triggers to activate when a contact's message includes or matches specific words or phrases. This allows you to create automated responses based on the exact content of inbound messages.

Setting Up Word Match Triggers

To create a trigger based on word matching:

1. Navigate to your workflow builder and create a new trigger
2. Select the message-based trigger option
3. Choose between 'Exact Match' or 'Contains Phrase' condition types

Exact Match Condition

The 'Exact Match' condition will only trigger the workflow when the incoming message matches your specified text exactly, including capitalization and spacing. This is useful for triggering workflows on specific commands or keywords.

Contains Phrase Condition

The 'Contains Phrase' condition will trigger the workflow when the incoming message includes your specified text anywhere within it. This is useful for detecting keywords or topics within longer messages.

Best Practices

When using word match triggers:

• Use exact match for specific commands like 'cancel' or 'schedule'
• Use contains phrase for broader topics like 'billing' or 'support'
• Test your triggers with various message formats to ensure they work as expected
• Consider creating separate workflows for different intents or customer needs

These trigger conditions work with both SMS and messaging platform conversations, allowing you to automate responses based on what your contacts say.