Assign contacts into different branches in workflows based on their response to broadcast
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Shi Hui
Currently, if the Contacts reply to the broadcast that we sent, the conversation gets opened and triggers workflows with "Conversation Opened" trigger.
Ideally, we would want to treat the Contacts that reply to the broadcast differently especially when we send broadcast that contains multiple choices. It would be good if we are able to capture the message content that opens the conversation and send the contacts to different branches in Workflows based on the response they gave for broadcast.
P/S: It should also work with the Quick Reply buttons for WhatsApp Template Messages.
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Ken Hoa Khoo
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🎉 You can route contacts to different workflow branches if contacts respond to a broadcast message
We have introduced a new branch condition (
Last Incoming Message
) that could achieve this use case. You can use this condition to scan for keywords in your most recent inbound message and automate an appropriate journey for the customers.Example: You sent a broadcast that contains multiple choice options. In your workflow, you can set up a branch condition with the
Last Incoming Message
to scan for the keywords of the multiple choices in your broadcast and route the contacts to the dedicated branch.
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Yuan Jiun Seng
Ken Hoa Khoo: Thank you Team!! So happy with this good news~
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Muhammad binAbdilwali
Thank god I found this. I'm about rip my hair out. Because I have hundreds of contacts opening conversations just because they replied to the broadcast multiple choice question. Someone should've warned me. I won't be using Multiple choice in my broadcasts going forward. Now I have t disable my welcome workflow until people stop replying to the MC in my broadcast.
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Shi Hui
Hey Muhammad binAbdilwali, totally understand your frustration here. We have recently added an improvement to cater to this use case. In your Conversation Opened Workflow, you can add a branch condition (using condition - Last Incoming Message):
If the last incoming message is equal to the content of the multiple choice (e.g. "Learn more"), then route the Contacts into a separate workflow branch than the usual welcome flow.
Let me know if it works for you! Do reach out to our support team at https://respond.io/contact if you face any issues on this 😃.
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Shi Hui
S
Shi Hui
planned
S
Shi Hui
Merged in a post:
Trigger different flows from a WhatsApp Template response
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Yuan Jiun Seng
I would like to send a broadcast via WhatsApp to contacts I just imported. And I would want to send Template Messages with quick reply buttons.
Please build a function to trigger different workflows depending on the response the contact selects from the WhatsApp template.
Aditya Roy
Yes, i need the exact same feature.
Gerardo Salandra
Hi Yuan Jiun Seng, have you tried using our surveys? They can help you with this!
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Yuan Jiun Seng
Hi Gerardo Salandra, I have checked your team and confirm that we cannot broadcast respond.io survey via WhatsApp.
Sometimes, we need to broadcast a "Yes, No" question to customer via WhatsApp and need to capture their reply. That's why it will be great if we can capture reply from customer in this context.
Thank you!
Gerardo Salandra
Yuan Jiun Seng: I see, so what you need is to:
1) broadcast a template message to lots of contacts
2) the template message should include multiple choice (quick replies)
2) capture the response from this template message
is this correct?
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Yuan Jiun Seng
Hi Gerardo Salandra, yes. That’s what I need :)
Thank you! 😃
Gerardo Salandra
Yuan Jiun Seng: got it! I just rephrased your initial post to make it clearer for other users! Curious how many votes it gets :)
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Yuan Jiun Seng
Gerardo Salandra: Thanks!! Hopefully got more ppl vote this XD As we need this a lot hehe
Thank you again, Gerardo Salandra.