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Start a Workflow Based on Broadcast Response

Sana Updated by Sana

Business Goal: Send a broadcast message and automatically handle responses from Contacts.

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

Methods for Starting a Workflow Based on Broadcast Response

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

Method 1: Send a broadcast message to make an announcement

Method Objectives

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

Set up an announcement as a broadcast to the Contacts

Tip: Learn more about how to set up a broadcast here.

Step 1: Go to the Broadcast module and set up a broadcast. For message content, select Add Content > Text Message and provide an announcement that will be sent as a broadcast.

Step 2: Set up the Workflow with a Trigger condition and a Branch condition to filter responses.

Setting Workflow Trigger for when a conversation is opened by Contact

Tip: Learn more about Triggers here.
  1. Select Source from the Trigger Conditions dropdown to start the Workflow with the Conversation Opened Trigger.
  2. Select is equal to from the Category dropdown list.
  3. Select Contact from the Operator dropdown list.
Conversation open trigger for workflow

Setting 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 list.
  2. Select is equal to from the Operator dropdown list.
  3. Select Broadcast from the Select dropdown list.
  4. Click Add Condition to add another condition.
  5. Click the And operator.
  6. Select Last Outgoing Message from the Category dropdown list.
  7. Select contains from the Operator dropdown list.
  8. Enter the message sent in the broadcast on the Select field to signify which broadcast message this response is for.
Branch options

Automatically check if the message received is a response to a broadcast you sent

When a message is received from a Contact, this Workflow checks if the message is the response to a broadcast message sent by you; if yes, it checks what the broadcast message was. If the text of the broadcast message is the one you have set the response for, the Workflow will proceed, else it will end.

Method 2: Send a broadcast message with a multiple-choice question in the broadcast

Method Objectives

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

Send a multiple-choice question or question with limited responses as a broadcast to the Contacts

Step 1: 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: Learn more about how to set up a broadcast here.
Tip: For WhatsApp template messages, use Quick Replies.

Step 2: Set up the Workflow with a Trigger condition and a Branch condition to check if the last sent message was a Broadcast.

Setting Workflow Trigger for when a conversation is opened by contact

Tip: Learn more about Triggers here.
  1. To start the workflow with the Conversation Opened Trigger, ensure that the Conversation Opened trigger is selected.
  2. Expand the Trigger Conditions menu and select Source from the Trigger Conditions dropdown.
  3. Select is equal to from the Category dropdown list.
  4. Select Contact from the Operator dropdown list.
Setting workflow trigger for conversation opened by contact

Setting Branch options to check the message content

Tip: Learn more about using the Branch Step here.
Tip: Learn more about Triggers here.
  1. Add a Branch to the workflow (for each choice) and select Last Outgoing Message Source from the Category dropdown list.
  2. Select is equal to from the Operator dropdown list.
  3. Select Broadcast from the Select dropdown list.
  4. Click Add Condition to add another condition.
  5. Click the And operator.
  6. Select Variable from the Category dropdown list.
  7. Select conversation.first_incoming_message from the Field dropdown list.
  8. Select is equal to from the Operator dropdown list.
  9. Enter the text of the first choice (of the multiple-choice question) in the Select field.

Once done, create a new branch for the next option until all choices have been handled.

Setting Branch options to check the message content

Automatically check if the message received is the response to your broadcast

When a message is received from a Contact, this workflow checks if the message contains one of the options from the multiple-choice questions sent via broadcast message. If yes, then the workflow will proceed, else it will end.

Setting up Workflow for automatic responses

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

For this example, we will send a new product brochure to the Contact interested in our new product brochure.

  1. Add the Send a Message step to the relevant branch.
  2. Select File or Image from the Message Type dropdown list.
  3. Select a file or image.
Tip: Learn more about the Send a Message Step here.
screenshot of sending a message with attachment from a workflow
Tip: Another option in response to certain replies is routing.

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