How to Start a Workflow Based on Broadcast Response

In this article, you'll learn how to send a broadcast message and automatically handle responses from Contacts.

When you send bulk messages, you may receive a large influx of replies to an offer or survey. Workflows let you quickly respond to and segment these messages.

Benefits of starting a Workflow based on broadcast response

• Separate broadcast responses from other messages.
• Segment Contacts according to their responses.
• Easily handle a large response to broadcasts.

Methods for starting a Workflow based on broadcast response

• Method 1: Send a broadcast to make an announcement and set up an automatic response.
• Method 2: Send a broadcast with a multiple-choice question and set up an automatic response based on replies.

Method 1: Send a broadcast to make an announcement

Objectives

• Set up an announcement as a broadcast to your Contacts.
• Automatically check whether a received message is a response to the broadcast.

Set up an announcement as a broadcast

Learn more about how to set up a broadcast.

1. Go to the Broadcasts module and set up a broadcast. For message content, select Add Content > Text Message and provide the announcement to send.
2. Set up the Workflow with a Trigger condition and a Branch condition to filter responses.

Set the Workflow Trigger for when a conversation is opened by the Contact

1. Expand the Trigger Conditions menu and select Source from the Category dropdown to start the Workflow with the Conversation Opened Trigger.
2. Select is equal to from the Operator dropdown.
3. Select Contact from the Select dropdown.

Set Branch options to check the message source and content

1. Add a Branch to the Workflow and select Last Outgoing Message Source from the Category dropdown.
2. Select is equal to from the Operator dropdown.
3. Select Broadcast from the Select dropdown.
4. Click Add Condition, then click the And operator.
5. Select Last Outgoing Message from the Category dropdown.
6. Select contains from the Operator dropdown.
7. Enter the broadcast message text in the Value field to signify which broadcast this response is for.

When a message is received from a Contact, this Workflow checks whether it's a response to a broadcast you sent. If it is, it checks which broadcast it was — if the text matches the one you set the response for, the Workflow proceeds; otherwise it ends.

Method 2: Send a broadcast with a multiple-choice question

Objectives

• Send a multiple-choice question, or a question with limited responses, as a broadcast.
• Automatically check whether a received message is a response to your broadcast.

Send a multiple-choice question as a broadcast

Learn more about how to set up a broadcast.

1. Go to the Broadcasts module and set up a broadcast. Under Content, select Multiple Choice to ask a multiple-choice question. You can also use Text Message for a simple yes/no question.
2. Set up the Workflow with a Trigger condition and a Branch condition to check whether the last sent message was a broadcast.

Tip: For WhatsApp template messages, use Quick Replies.

Set the Workflow Trigger for when a conversation is opened by the Contact

1. Ensure the Conversation Opened trigger is selected.
2. Expand the Trigger Conditions menu and select Source from the Category dropdown.
3. Select is equal to from the Operator dropdown.
4. Select Contact from the Select dropdown.

Set Branch options to check the message content

1. Add a Branch to the Workflow (one per choice) and select Last Outgoing Message Source from the Category dropdown.
2. Select is equal to from the Operator dropdown.
3. Select Broadcast from the Select dropdown.
4. Click Add Condition, then click the And operator.
5. Select Variable from the Category dropdown.
6. Select conversation.first_incoming_message from the Field dropdown.
7. Select is equal to from the Operator dropdown.
8. Enter the text of the first choice in the Select field.
9. Create a new branch for the next option until all choices are handled.

When a message is received from a Contact, this Workflow checks whether it contains one of the options from the multiple-choice question sent via broadcast. If it does, the Workflow proceeds; otherwise it ends.

Setting up the Workflow for automatic responses

For this example, we'll send a new product brochure to Contacts interested in it.

1. Add the Send a Message step to the relevant branch.
2. Select File or Image from the Message Type dropdown.
3. Select a file or image.

Tip: Another option in response to certain replies is routing the conversation to the right team or agent.