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.

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

Attachment receivedFallback