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Start a Workflow Based on Broadcast Response

Susan Swier Updated by Susan Swier

Business Goal: Send a broadcast with multiple choice questions and automatically handle Contacts’ responses.

When you send out bulk messages, you may receive a massive influx of messages in response to an offer or survey. Workflows allow you to 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

Method for Starting a Workflow Based on Broadcast Response

  • Ask a multiple choice question in a broadcast and set up an automatic response based on Contacts’ replies

Ask a multiple choice question in a broadcast and set up an automatic response based on Contacts’ replies

Method Objectives

  • Ask Contacts a multiple choice question or question with limited responses in the Broadcast.
  • Automatically handle contacts’ replies using the Branch Step in a Workflow.
Ask Contacts a multiple choice question or question with limited responses in a Broadcast
Tip: Learn more about how to set up a broadcast here.

Go to the Broadcast module and set up a broadcast. Under Content, select Multiple Choice to ask a Multiple Choice question. You can also use Text Message to ask a simple yes or no question.

Tip: For WhatsApp template messages, use Quick Replies.
Automatically handle Contacts’ replies using the Branch Step in a Workflow

Workflow Setup

Here’s a sample workflow setup to send a reply to Contacts based on the response in their last incoming message.

screenshot of workflow in response to a broadcast

Step 1: Set up a Workflow Trigger for when a conversation is opened

Tip: Learn more about Triggers here.

Start the Workflow with the Conversation Opened Trigger. Select the Trigger Conditions dropdown > select Source as the Category > choose is equal to as the Operator > set Contact as the Value.

screenshot of conversation opened trigger

Step 2: Use the Branch Step to set the response conditions

Tip: Learn more about using the Branch Step here.

Select the Branch Step > choose Variable from the dropdown > select conversation.first_incoming_message as the variable > choose is equal to as the Operator > enter the multiple choice answer or keyword you expect in response to the broadcast.

screenshot showing the branch step for last incoming message
Additional step for sending multiple broadcasts with the same answer choices
Select Add Condition > choose AND > select Contact Tag as the Category > choose has any of as the Operator > fill in the name of the tag as the Value. The tag indicates which broadcast the reply is from.

Add branches for additional responses if desired.

Step 3: Use the Send a Message step to enter a reply or attach a file.

Tip: Learn more about the Send a Message Step here.

For this example, we’ll send a new product brochure to anyone who selects the option New products.

screenshot of sending a message with attachment from a workflow
Tip: Another option in response to certain replies is routing.

Feeling stuck? Do not fear.

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