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WhatsApp Inbound Trigger

The WhatsApp Inbound trigger is a custom Whatsapp provider workflow trigger that fires automatically whenever an inbound WhatsApp message is received on your connected number. Use it to send instant auto-replies, route conversations to the right team, or notify staff the moment a customer reaches out.

Key Benefits​

Instant Response - React the moment a customer's message lands

Smart Routing - Direct conversations to the right rep or team

Never Miss a Lead - Automate follow-up so no inbound message goes cold

Filtered Automation - Trigger only on messages that match your criteria

Zero Manual Monitoring - No need to watch the inbox around the clock

Who Should Use It​

Sales teams - Auto-respond and assign new conversations instantly

Support teams - Acknowledge inbound messages and create tickets automatically

Agencies - Standardize inbound message handling across client sub-accounts

High-volume operations - Keep response times fast even at scale

Requirements​

Before using this trigger, update your Whatsapp provider app to the latest version:

  1. Go to App Marketplace → Installed Apps
  2. Find Whatsapp provider
  3. Click Update if available

How to Set Up​

Step 1: Create a New Workflow​

  1. Go to Automation → Workflows
  2. Click Create Workflow or + Add
  3. Select Start from Scratch

Step 2: Add the Trigger​

  1. Click Add New Trigger
  2. Switch to the Apps tab (not the default triggers)
  3. Find and click the Whatsapp provider app icon
  4. Select WhatsApp Inbound from the dropdown
  5. (Optional) Add Filters to narrow when the trigger fires
  6. Click Save trigger

WhatsApp Inbound Trigger

Step 3: Add Your Actions​

Add any actions you want to execute when an inbound WhatsApp message is received:

  • Send Email → Notify the assigned rep
  • Send Internal Notification → Alert your team inside the CRM
  • Create Task → Queue a follow-up
  • Add to Workflow / Pipeline → Move the contact through your funnel

Step 4: Save and Publish​

  1. Review your workflow
  2. Click Save
  3. Toggle workflow from Draft to Published

Available Filters​

Use filters to control exactly which inbound WhatsApp messages start the workflow. Each filter can be paired with an operator (equals, contains, etc.).

FilterDescription
Contact IDThe unique ID of the contact who sent the message
Location IDThe CRM location (sub-account) where the message was received
MessageThe text content of the inbound message
Receiver NameThe name of the account that received the message
Receiver Phone NumberThe number that received the message (your WhatsApp number)
Sender NameThe name of the contact who sent the message
Sender Phone NumberThe phone number of the contact who sent the message

Example Use Cases​

Use Case 1: Instant Auto-Reply​

Acknowledge every inbound message immediately.

Trigger: WhatsApp Inbound

Action: Send a reply confirming you received the message and will respond shortly.

Use Case 2: Route by Keyword​

Send leads to the right team based on what they say.

Trigger: WhatsApp Inbound Filter: Message contains "pricing"

Action: Notify the sales team and create a high-priority follow-up task.

Important Notes​

Technical Details​

  • The trigger fires once per inbound message
  • Filters are optional — leave them blank to fire on every inbound WhatsApp message
  • Executes immediately when the message is received

Best Practices​

  • Use the Message filter to build keyword-based routing flows
  • Use the Location ID filter when managing multiple sub-accounts
  • Test your workflow by sending a message to your connected number

FAQs​

Do I have to add filters?​

No. Filters are optional. Without them, the trigger fires on every inbound WhatsApp message.

Can I trigger different workflows for different messages?​

Yes. Use the Message or Sender filters to build separate workflows for different conditions.

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