Skip to main content

​
New incoming message

New incoming message trigger
Runs on every new message from a contact in an existing conversation. Use this when you want to react to each message—for example, to run keyword-based logic, save replies to variables, or trigger AI or routing only when new content arrives.

​
Fields

  • Channel (required): Select the channel where this trigger will run.
  • When to trigger (optional): Add a condition group to narrow the audience based on specific conditions.
  • Save text reply to (optional): Save the contact’s text reply to an automation variable.
  • Save file reply to (optional): Save the contact’s file reply to an automation variable.

​
Use cases

  • Keyword-based routing: Run only when the message contains specific words (e.g. “refund”, “cancel”) and then route, assign, or reply accordingly.
  • Save and reuse the reply: Use “Save text reply to” or “Save file reply to” so the next steps (e.g. AI Transform, Condition, or a template) can use what the contact just said.
  • Per-message AI or logic: Trigger an AI employee or intention recognition on every new message so you can respond or branch based on the latest content.