Channel Event: Get Started Event
Ahmed Nassar
Business problem:
- As a business owner, I want to trigger conversations with the Get Started Event, so that I can engage users promptly at the beginning of their journey.
Desired outcome:
- Automatically initiate conversations when users first interact with the channel.
- Use this event to open a conversation or as a workflow trigger
- Seamlessly integrate this event into existing workflows.
Use Cases:
- Welcome message delivery to first-time users.
- Gathering initial user preferences or data.
The current workaround:
- N/A
Serhii Denysenko
Very important task! Need help with the Get Started Event
We've noticed that over the past month, 4 clients we've onboarded are losing up to half of their conversions because after pressing the "Start" button, the bot cannot even send a standard welcome message.
This is a critical issue, and it's very important for us to resolve it as soon as possible. Perhaps there is a simple temporary solution (even a "quick fix") to avoid losing these clients.
We would be grateful for any advice or assistance!
johannes pichler
There is a workaround for that:
Set a Trigger as "Live Cycle Updated."
When someone clicks on "Get Started," it won't open a conversation but will automatically create a new contact with the cycle "New Lead" (at least that's my default setting).
The next step is to add a Branch with "Last Incoming Message does not exist." Then, you can send out a welcome message, and the conversation will open automatically.
Serhii Denysenko
johannes pichler Thank you for sharing this workaround! I have tested it, but unfortunately, it didn't work in my case.
Here's what I did:
Set the Trigger as "Live Cycle Updated" (which indeed creates a new contact with the "New Lead" status).
Added a Branch with the condition "Last Incoming Message does not exist."
Configured an action to send a welcome message.
However, after publishing the automation, no message was triggered.
This seems to be a bug on Respond.io's side, as the same logic works fine in other automation platforms.
Could you confirm whether this solution still works on your side? Or maybe there's an additional step that I might have missed?
Looking forward to any insights! 🚀
johannes pichler
Serhii Denysenko It still works on my end.
Maybe you forgot to add the Channel in the "Send a message" step. Make sure to add the channel they reached out from?
And are you sure that you have in the "Workspace Settings" under "Lifecycle Stages" the "New Lead" stage marked as default.
The last step should be automatically set like that. But maybe double check it.
johannes pichler
Some screenshots for reference.
Serhii Denysenko
johannes pichler Super, thanks a lot!
I’ve tested your workaround, and it works perfectly on Facebook and Webchat. However, the issue persists specifically with Telegram – the welcome message workflow is triggered, but the message itself never reaches the Telegram bot.
This is a critical problem for us, as our clients using Respond.io are losing up to 50% of their paid traffic daily due to this bug.
Y
Yihui Chan
Merged in a post:
action with unassigned contract
JE JEE
First of all, My company mostly use Telegram. So I have some problem which is when ppl press a start bottom but not type anything they will be in unassigned . So I need to do the automatic message to them. Is it possible to do that. If yes, can u do the workflow templates for me.
M
Max Egorov
Hello dear respond.io Product management team.
I'm surprised that this request has no attention on your end.
We're loosing around 20-30 customers every month because of this flaw.
What is worse, is that customers are banning our bot, as they consider it fraudulent.
Talking into account multiple related issues I've managed to assemble below, how come it was not yet included in any roadmap yet?
M
Max Egorov
Admin, could you please merge this ticket with another similar ones, also related to triggering events
Amalia Putrieka
Hi Max Egorov thank you for your feedback and suggestions. We understand the potential benefits of merging similar feature requests to enhance voting impact.
However, to maintain clarity and specific focus for better tracking and prioritization, we keep each feature request separate. This approach ensures more effective management of updates and developments.
We'll continue to keep you updated on the progress of your requests. Thank you for your understanding and support!
M
Max Egorov
Amalia Putrieka,
My point being it is all about the same subject.
If you'll combine all votes from this tickets, it will be more then 130 votes, which puts it in TOP 20 of all pending feature requests.
M
Max Egorov
I wanted to highlight a critical issue that has been affecting our customer engagement. Due to the lack of prompt responses triggered by the Get Started Event, we're losing customers daily. Even when customers remain, we often have to explain the delay in our responses.
This delay not only frustrates our customers but also leads many to perceive our channel as unresponsive, which can damage our reputation and result in customers abandoning the channel altogether.
I urge you to prioritize resolving this issue, as it has a direct impact on our business. Instead of focusing on UI updates, addressing this core functionality will significantly improve our customer interactions and retention.