SAC 360º - Triggers of "The lead sent a message"

The Lead Sent a Message...

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

1 - Equal to or is exactly the same message

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

Example of use:

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

• Action: Send an automatic reply 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 is a flexible way to track interest in certain topics or products without needing an exact text match.

Example of use:

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

• Action: Send a link to the pricing page on your website.

3 - Matches the Regular Expression

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

Example of use:

• 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.

Example of use:

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

• Action: Proceed 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.

Example of use:

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

• Action: Send a personalized greeting message.

6- Starting or Ending with.

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

Example of use:

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

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

Conclusion

Message triggers in SprintHub are a powerful tool to automate interactions and improve the customer experience. By correctly configuring triggers like "The lead sent a message...", you can ensure that each 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.