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Start a flow when someone replies to a campaign

Start a flow when a customer replies to one of your campaigns within a window of up to 72 hours, for any campaign or only the ones you choose.

The Campaign reply trigger starts a flow when a customer answers one of your campaigns. Use it to follow up on the people who respond, for example to take an order or pass them to your team.

What counts as a reply

A customer's message counts as a reply to a campaign when it arrives on the number the campaign was sent from, within the window you set, and either:

  • it quotes the campaign message (the customer swiped to reply to it), or
  • it is the customer's first message on that number since the campaign message.

The rest of the exchange doesn't start the flow again. If the customer quotes a campaign message, that campaign is the one they replied to. Otherwise it's the most recent campaign message sent to them on that number.

On each number, a keyword is answered before a campaign reply, and a campaign reply before an ad click. See Flows and WhatsApp numbers.

Set it up

  1. Open the flow and add Campaign reply from Start when.
  2. In Campaigns, add the campaigns it should answer. Leave the list empty to answer a reply to any campaign. You can add up to 50.
  3. In Within, choose how long after the campaign message a reply still counts: from 1 to 72 hours. The default is 24 hours.
  4. Optionally, set When and tick the numbers the trigger listens on.

What the flow can use

  • {{message_text}}: what the customer wrote.
  • {{source_kind}}: always a campaign for this trigger.
  • {{source_id}}: the campaign's ID.
  • {{triggered_at}}: when the reply arrived.

Try it

On Automation › Numbers, open Try a message, choose A reply to a campaign, pick the campaign and type the reply. It is tried as a reply sent just after the campaign, so every Within window is met. Nothing is sent.

Related

Still need help?

Write to us at [email protected] and tell us what you were trying to do. Already a customer? Sign in to IconEngage — the same articles are under Help in the app.