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?

HiHello,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 isusing contains instead of contains exact for a partial match if it seems like they aren’t giving you the full word, or misspelling it?

Can you share some info on what you currently have setup that isn’t working?

Workflow for custom auto reply

Workflow for custom auto reply | Community

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