This guide explains each field in the Workflow Settings and Trigger Settings screens to help you configure workflows correctly.
1. Trigger Settings
The Trigger Settings tab defines how a workflow is initiated.
Fields
- Workflow Name
A unique name used to identify your workflow internally.
Example: Customer Survey Flow, Appointment Reminder - Text Number
Select the phone number associated with this workflow.
All incoming and outgoing messages will be handled through this number. - Select SMS Account
Defines which messaging account (or gateway) will be used to send messages.
This is useful if you manage multiple messaging accounts. - Keyword
The keyword that triggers the workflow when a user sends a message.
Example: If keyword is JOIN, the workflow starts when a user texts "JOIN". - All Messages (Checkbox)
When enabled, the workflow will trigger for every incoming message, regardless of keyword.
Use Case: Customer support or chatbot-style workflows. - Welcome Message
The first message sent automatically when the workflow is triggered.
Typically used for:- Greeting the user
- Providing instructions
- Starting a survey or interaction
- Start Date
The date when the workflow becomes active.
Messages received before this date will not trigger the workflow. - Start Time
The time of day when the workflow begins running on the start date. - End Date
The date when the workflow stops running.
After this date, the workflow will no longer trigger. - End Time
The time of day when the workflow stops on the end date. - Save Button
Saves all trigger configuration changes.
Important: Changes are not applied until saved.
2. Workflow Settings
The Workflow Settings tab controls what happens during and after the workflow interaction.
Fields
- Welcome Message
Displays the initial message configured in Trigger Settings.
You can edit it here as well for quick updates. - Workflow Completed (End Survey Action)
The message sent when the workflow completes.
Purpose: Confirm completion and optionally thank the user.
Example: "Thank you for participating." - Workflow Not Started
Message sent if a user tries to interact before the start date/time.
Use Case: Inform users that the campaign hasn't begun yet. - Workflow Expired (Ended) Message
Message sent if a user interacts after the workflow has ended.
Use Case: Inform users that the campaign is no longer active. - Post Workflow Interaction to Webhook on Completion
When configured, sends workflow results or user responses to an external system via webhook.
Use Case:- CRM integration
- Lead capture
- Analytics processing
- Send Workflow Interaction to Email
Sends workflow responses to a specified email address.
Use Case:- Internal notifications
- Support team alerts
- Save Button
Saves all workflow settings changes.
Best Practices
- Use clear and simple keywords (e.g., JOIN, START, YES)
- Always configure Not Started and Expired messages
- Keep welcome messages concise and actionable
- Use webhooks or email forwarding for capturing responses
- Test workflows before making them live
Common Scenarios
- Survey Workflow: Use keyword trigger + welcome message + completion message
- Customer Support: Enable All Messages
- Limited Campaign: Use start/end date with expiry message
If you need help configuring workflows, please contact support.