Workflows: Trigger Workflow based on keywords / phrases
B
Bernardo Gonzalez
Business Problem:
Many businesses rely on customers initiating conversations with specific keywords—such as from ad campaigns, promotional messages, or opt-out instructions—to trigger automated actions. However, the current system does not support triggering workflows based on keywords or phrases in inbound messages, especially when conversations are already open. This limits the platform’s automation capabilities and creates friction for both the customer and support team.
Desired Outcome:
Introduce the ability to trigger workflows when inbound messages contain or match specific keywords or phrases—regardless of whether the conversation is new or already open. This feature should support:
- Exact match, starts with, or contains conditions.
- Routing to specific workflows, teams, or messages based on detected keywords.
- Multiple keyword matches per trigger, similar to query logic or filters.
Use Cases:
- A fitness center routes inquiries starting with “pricing” directly to a pricing workflow.
- A logistics company automates responses to the keyword “track” or “order status.”
- A broadcast campaign encourages users to reply with “YES” to get a free consultation and triggers a lead capture flow.
- Businesses comply with WhatsApp’s best practices by allowing “STOP” or “unsubscribe” messages to trigger opt-out automation.
Workaround:
The only available workaround is using the Branch step in a workflow to filter by incoming message content. This requires the conversation to already be routed to the correct workflow, and it does not work if the conversation is already open. Refer here: https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response
Note:
This use case could also be addressed by integrating AI Agent, allowing workflows to route based on interpreted user intent - even beyond exact keywords.C
Camilo Bareno
VOTE UP
Mariot Customer Service
vote up
A
Amory Gregory
Any update on this?
Y
Yihui Chan
Hi Amory Gregory, thank you for following up. Right now our focus is on other priorities, but once we start to plan for this feature, we'll be sure to post an update.
In the mean time, you may try this workaround: https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response
Charly Elias
Yihui Chan this workaround does not work with conversations that are already opened, which is the main need. I agree with most of users that this is crucial. Nowadays we are not able to automatically send a simple message like "We are now closed until tomorrow 9am" when someone with an opened conversation answers outside business hours... This feature is available even in normal whatsapp business.
Also If someone with an opened conversation, writes us 1 or 2 days later, we need to be able to send them an automatic message while we don't answer.
Basically it is simply critical to be able to trigger workflows in opened conversations.
Do I need to open a new Feature Request or you will include my needs in this request?
Amalia Putrieka
Hi Charly Elias thank you for your detailed feedback!
We've included the specific use case of keyword/phrase-based triggers for open conversations in your existing feature request to automatically trigger workflows in open conversations: https://respond.canny.io/feature-request/p/workflows-automatically-triggered-workflows-in-open-conversations
Let us know if that aligns with your specific cases. If not, feel free to share more details. Thank you :)
Charly Elias
Amalia Putrieka Perfect! However, this post already had 253 votes while mine only 1 jaja
Amalia Putrieka
Hi Charly Elias thanks for pointing that out! We've added that specific detail to this feature request, ensuring it works even when the conversation status is open.
We'll keep you updated on any progress. If there are any further details you think we should consider, feel free to let us know :)
Issac Rosenberger
When can we expect this?
Y
Yihui Chan
Hi Issac Rosenberger, thank you for following up with us. We're still looking at a few other major Workflow improvements, but we'll share an update when we start evaluating this feature too.
Nelson Quek
This is a crucial requirement. According to Meta's recommendation, it should allow users to opt-out of the broadcast program. I intend to trigger workflow based on keywords like "STOP" or "unsubscribe" to initiate a opt out workflow.
Abdulaziz Almaqbali
Nelson Quek Absolutely agree with you! please Yihui Chan
Abdulaziz Almaqbali
Nelson Quek Absolutely agree with you! please Yihui Chan
Dawn Weber
Vote up
K
Kresna Un
We need this feature. Hope to see it launch soon.
Shahar Goldman
Yesssss pleasseeeeee, will give so much more flexibility
M
Maha Bettaoui
Yes, this is a much needed feature!
Sebastien OLIVE
That would be absolutely fantastic!
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