Starting the Flow

Every workflow begins with a Trigger Block. In the builder, this block combines two powerful functions: it listens for incoming messages and immediately decides which path to take based on what the customer said.

Currently, the system acts on Incoming WhatsApp Messages.

How the Trigger Works

Think of the Trigger block as the receptionist for your flow. It doesn’t just open the door; it asks “What do you need?” and points the user in the right direction immediately.

It combines:

1. The Event: Listening for a new message (whatsapp-message-event).
2. The Decision: Checking the text of that message to route the user (similar to a Switch).

Configuration

When you click on the Start/Trigger node, you will configure Keywords or Conditions to create different paths for your users.

1. Define Message Routes (Cases)

You can create multiple branches coming out of the start block based on the user’s input.

• Condition: Choose how to match the text (e.g., Equals, Contains, or Regex).
• Keyword: The word or phrase to look for (e.g., “Sales”, “Support”, “Menu”).
• Result: This creates a specific connection point (dot) on the block. You can drag a line from this point to the next step specific to that topic.

Example Setup:

• If message contains “Price” → Connect to a Send Message block with a price list.
• If message contains “Help” → Connect to a Re-Route block for an agent.

2. Default Path

Every Trigger has a Default connection. If the user’s message does not match any of your specific keywords, the flow will follow this path.

3. Variable Availability

Since this block handles the incoming message, it automatically captures the text sent by the user. You can access this later in the flow using the variable $$inboundMessageText.