Workflow: Incoming Message Trigger
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Sekar
I need a Workflow trigger that fires on every incoming message from the contact, not only when a conversation is opened/closed. This would unlock more accurate automation around routing, SLAs, and inactivity handling.
Problem/limitation:
Right now, Workflows can’t reliably react per incoming message. Respond.io only have high-level triggers like Conversation Opened/Closed and can check Time Since Last Incoming Message at those moments, but:
1. We can’t run logic every time the customer sends a message.
2. We can’t maintain a precise “last customer activity” state that is updated on each message without a dedicated event.
3. AI prompts also can’t access a true “now()” timestamp or run before routing logic, so we can’t hack this via the AI Agent.
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Nabilah Binti Salleh
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Nabilah Binti Salleh
Hi Sekar- thank you for your request.
Yes, currently - we don't have the option to trigger workflows for every incoming message as Workflows are meant to be specific, hence triggers are crucial (e.g. conversation open/close etc).
However, there's a workaround that you can attempt - have your conversations assigned to AI Agents, and setup your AI Agent to trigger specific workflows. This would allow you to bypass the exact "trigger" set up on Workflow. Read more here.
I am not sure what your #3 point meant (AI prompts also can’t access a true “now()” timestamp or run before routing logic, so we can’t hack this via the AI Agent.). If you could share a bit more for us to understand, we'd appreciate it!
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Nabilah Binti Salleh
Hi Sekar - just following up on this!