What is this?
Message Received starts a workflow when an incoming message matches the keywords you set on the trigger — for exampleprice, pricing, or cost all starting the same flow. It’s the trigger behind most keyword-based automations: menus, FAQs, and first responses.
How to use it
1
Create the workflow
Go to Automation → Create Automation, choose the channel, and pick Message Received as the Trigger Type. See Create a Workflow.
2
Add your keywords
List the words or phrases that should start this flow. Add every likely spelling or phrasing — customers rarely type the exact word you expect.
3
Add the reply steps
Add what should happen next — a reply, a menu of buttons, an AI response, or a handoff to a teammate.
4
Test, then activate
Send the keywords yourself from a test contact, check the result in Inbox, then activate the flow — see Manage Live Flows.
A message that matches no keyword automation doesn’t start any Message Received flow. Use No Match Reply to catch it instead.
Tips
- Keep keyword sets narrow. If two automations share a keyword, only one predictable flow should own it.
- Cover variations. Add common misspellings and short forms alongside the main keyword.
Troubleshooting / Technical Notes
- The flow never runs. Check that it’s Active, the channel matches the conversation, and the message actually matches one of your keywords.
- The flow runs twice. Two automations may share the same keyword. Review the list in Manage Live Flows.
- A reasonable message gets no reply. It didn’t match any keyword — see No Match Reply.