Handling Customer Replies

This article details how you can get inbound messages in your queues and assigned to your team to reply.

See our page for how to move work into your queue as the first step to automatically routing work to your team.

In this article, you’ll get a run-through of an email example. If you have any questions about other channels please contact Service Delivery or the Support Portal.  

🗝️You will need to have a channel added and also at least one Queue set up.

Handling Customer Replies

First, you will need to create a Workflow Trigger Event that will be hit when a customer replies to an existing contact.

  • Go to the Configuration icon and then to Workflow.
  • Select Add Trigger.
  • Then select the trigger type as Interaction Message Received.
  • Select the Queue you want to configure this for (we’ve chosen Email – EN – General following on from the other examples).
  • Click Save.

Once you’ve done this the trigger will then appear in the trigger list as shown below. 


Now we need to create the workflow that will perform actions when the trigger is hit.

  • Click the trigger you created
  • Then select the Add New Workflow button
  • You should then be presented with the below

This is where you create your new flow and add in the actions and decisions you want to happen. You can see our Workflow tips here.

Every workflow needs to begin with a Start node – this is already added for you. To start with information needs to be collected. You can do this using a Regular Expression node, found in the dropdown at the top, and click create. You can rename the node once added as shown below. 

This example is looking for a 9 digit order number with the message the customer has sent and saving it to be used later.

Next, the interaction needs to be updated to an open status and set the order number if one has been found. 

See the article on adding dynamic data to create a Status (and Status options), creating an Email Address and Order Number data field. Once you’ve done this, set up the node as below. 


Remember, the Id set as the constant for Status shown above will be different for you. You will need to get the Id of the Option you want to select here (Usually the Response Received or Customer Replied status you have created). 

When updating the status ensure that the status being set is an open one so the interaction re-opens and is placed back onto the queue. 

Finally, adding a Stop node ends the workflow. Select this from the top dropdown and add this and configure the node as shown below. 

Show below is how each node is linked together so you can match the workflow we have gone through. 


Once this node is added we can now save the workflow as a draft. At the top of the workflow there will be a Save button. You may want to give your workflow a name first, this one is named ‘Customer Reply‘. 


Once saved, your workflow will be in your list but highlighted yellow as it is a draft. In order to use this workflow, you will need to open it open up and publish it.


The publish button is next to the save button on your workflow as shown below.

Now we can add the workflow to the trigger you created. Simply drag the workflow from the list into the trigger workflows and it should appear like the below.


Click Save. Now when a customer replies, information will be gathered and the interaction will be reopened and added into the Queue.

See the articles on Queues and team set up to ensure that the interactions created are assigned out from the queue. 

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