Article: Routing contacts by incoming message type | Voters

Article: Routing contacts by incoming message type

Sana Nazir Ahmad

Business Problem: 
The business wants to automate the process of routing Contacts according to the incoming message type.
Pain Point: 
The business doesn’t know how to route Contacts based on the message type using Workflows.

August 14, 2024

Sana Nazir Ahmad

Proposed Solution:

A workflow is triggered by a Contact opening a conversation.
Workflow checks the incoming message type. Can be an image, video or text file, etc., using the following configurations:

- Category: Variable

- Field: conversation.first_incoming_message

- Operator: is equal to

- Value: (image) OR (video) OR (File) etc...

The Contact is routed to separate branches depending on the file type sent by them.