360° Customer Service - Triggers for "The lead sent a message"

The Lead Sent a Message...

This trigger is activated when a lead sends a message. From this starting point, several conditions can be configured to define specific actions. Let's explore some of these conditions:

1 - Equals or is exactly the same message

This trigger is useful when you want a specific action to occur only when the lead's message exactly matches a predefined text. For example, if you have a special promotion and want an automated response to be sent when someone sends the message "I want to take part in the promotion".

Usage example:

• Condition: The lead's message is exactly "I want to take part in the promotion".

• Action: Send an automated response with the promotion details.

2 - Contains a specific word or an entire phrase

This trigger is activated when the lead's message contains a specific word or an entire phrase. It's a flexible way to track interest in certain topics or products without needing an exact text match.

Usage example:

• Condition: The lead's message contains the word "price".

• Action: Send a link to your website's pricing page.

3 - Matches the Regular Expression

Regular expressions (regex) are patterns used to match character sequences in text. Using regular expressions as a trigger allows great flexibility in identifying complex message patterns.

Usage example:

• Condition: The lead's message matches the regular expression \b\d{5}\b (which corresponds to a 5-digit ZIP code).

• Action: Send an automatic message requesting the lead's full address.

4 - Does Not Match.

This condition is activated when the lead's message does not meet a specific criterion, such as not containing a word or phrase, or not matching a regular expression.

Usage example:

• Condition: The lead's message does not contain the word "cancel".

• Action: Continue with the normal customer service flow.

5 - Different from, which differs from a text.

This condition is useful when you need an action to occur only when the lead's message is different from a specific text. It can be used to avoid repeated automatic responses in common situations.

Usage example:

• Condition: The lead's message is different from "Hello".

• Action: Send a personalized greeting message.

6- Starts or Ends With.

These triggers are activated when the lead's message starts or ends with a specific text. They are useful for quickly identifying the lead's intent based on the structure of the message.

Usage example:

• Condition: The lead's message starts with "I want to know about".

• Action: Route the lead to an agent specialized in product information.

Conclusion

Message triggers in SprintHub are a powerful tool for automating interactions and improving the customer experience. By correctly configuring triggers like "The lead sent a message...", you can ensure that every received message is handled efficiently and personally, increasing customer satisfaction and optimizing your team's workflow. Explore the various possibilities and see how they can transform your communication strategy.