HubSpot | Trigger actions and workflows using inbound WhatsApp replies

You can use inbound WhatsApp replies to trigger actions within the same workflow or enroll contacts in secondary workflows. To trigger an action from an SMS reply, you'll first need to add WhatsApp to your workflows. 

Trigger actions within the same workflow

To trigger an action from an inbound WhatsApp message within an existing workflow that has an action to send a WhatsApp message:

1. From the workflow builder, choose a trigger to start the workflow by clicking on Custom events & external events and then on App events.

   

2. Choose an app event. From the Sinch Engage SMS app drop-down list, select WhatsApp Message Received for inbound WhatsApp messages.

3. Define the criteria for your workflow e.g. Message Contents if you're expecting a specific response (is equal to any of 'YES’). You can do this by clicking on the + Add criteria button.

   

4. For the Message Contents criteria, if you're expecting a specific response make sure this is included e.g. Message Contents contains any of ‘YES’.

   

5. Once criteria has been set, click on Done.
6. Click on Next to proceed to Eligible records.
7. Click on Next to proceed to Settings.

8. Toggle the Re-enroll button on to allow contacts to re-enroll after completing the workflow.

   

9. Click on Save and continue.

10. Once you've saved your conditions, you can then add an action e.g. Send in-app notification.

    

11. Configure the in-app notification settings e.g. Recipients, Notification Type, Subject and Body.
12. Click on Save.
13. Name your workflow (if not already done) and click Save.
14. Click on Review and turn on to enable the workflow.

Enroll contacts in secondary workflows

To trigger a decision based on a WhatsApp reply, you first need to send a WhatsApp message. To add WhatsApp inbound as a trigger in your workflow:

1. From the workflow builder, open the Trigger workflow section.
2. Click on Met filter criteria , or When filter criteria is met if it's an existing workflow.
3. In the Eligible records segment, select Contact.
4. In the Add criteria segment, scroll down to Integration filters and click Sinch Engage SMS.
5. In the search bar, search 'received' to filter for received message triggers.

6. From the list, select WhatsApp Message Received for inbound WhatsApp messages.

   

7. Define the criteria for your workflow e.g. Message Contents if you're expecting a specific response (is equal to any of 'YES') or Workflow ID if you want triggers on any response to messages sent from a specific existing workflow.
8. Click Save to complete the WhatsApp message trigger.
9. Once you've saved your conditions, you can then add an action for the trigger.