> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/message-received.md).

# Message received

`Trigger` — The most common trigger. Fires when a person's message approximately matches a defined intent.

## Fires when

A person sends a message that approximately matches any of the defined training phrases and does not match an excluded phrase.

## When to use it

To respond to a particular topic or request — recognising that a person wants to make a complaint, check a status, or speak to a live agent.

## Settings

| Setting                | Description                                                                                                                                              |
| ---------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Training phrases**   | Example phrases a person might send. A message approximately matching any of them fires the trigger. Add several variations to improve recognition.      |
| **Intent description** | A natural language description of the intent. Works independently from training phrases and can be used alongside them. Optional.                        |
| **Excluded phrases**   | Phrases that must not match. If a person's message matches an excluded phrase, the trigger does not fire even if it matches a training phrase. Optional. |

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## Localisation

Training phrases, intent description, and excluded phrases are localised per language. Enter content for each configured language or the trigger will not fire in that language. See [Workflows and actions — Localisation](/docs/modules/ai-agents/workflows-and-actions.md#localisation).

## Example

```
Message received
• Training phrases:    "I want to complain", "make a complaint", "file a complaint"
• Intent description:  "The person wants to submit a complaint."
└─ Send message: "I can help with that. What is your complaint about?"
```

## Related

{% content-ref url="/pages/A2jryJTjL9Iwnm5XZE47" %}
[Attachment received](/docs/modules/ai-agents/workflows-and-actions/attachment-received.md)
{% endcontent-ref %}

{% content-ref url="/pages/7JuKRTRYhN0MQTWsc6AN" %}
[Fallback](/docs/modules/ai-agents/workflows-and-actions/fallback.md)
{% endcontent-ref %}