Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here
) but it is not working.
Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.
I don’t want to interfere with other rules/workflows around what to do with new inbound convos.
How can I set this up?
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Can you share some info on what you currently have setup that isn’t working?
Hi Rachel, Diogo from Nortrez here, try this ↓
> List the specific words or phrases users commonly use when confusing your company with another. Examples might include the other company's name or product-related terms.
> Create new workflow, set the trigger to inbound e-mails, and add a condition: If email content contains specific keywords (insert your list)
> Use the send auto reply action to send a message like: "Hi! It seems you may have contacted the wrong company. Please reach out to tcorrect company] for assistance." and add a close conversation action after the auto-reply.
> Use the test workflow feature to verify that the rule is activated correctly based on keyword examples. Track workflow metrics: See how many conversations it is processing to ensure the rules are correct. Adapt keywords: Based on tickets received, update the keyword list as needed.
I hope this helps you solve Rachel :)
Hello,
I added the workflow to our existing flow on sending a first message. You can see it as Path F. It contains specific keywords, has a send auto reply, and adds a close conversation action. However it does not work!
Hey Rachel,
I’m sorry to hear your workflow is not triggering as expected. Is it possible for you to share the rule that leads to path F?
Without more details it’s hard to tell but it is worth checking the hierarchy of your workflows and rules to ensure nothing else is superseding this path by triggering first and if you are using multiple keywords make sure you are using the and/or rules correctly.
Hi
Hello,
I added the workflow to our existing flow on sending a first message. You can see it as Path F. It contains specific keywords, has a send auto reply, and adds a close conversation action. However it does not work!
Hi Rachel. You may want to move that branch to the top of your other branches so it tests that condition first? The other thing you could try is using contains instead of containsexact for a partial match if it seems like they aren’t giving you the full word, or misspelling it?
