New in Flows: SMS & WhatsApp Triggers (April Update)
- jaswanthi mamidisetty
- 1 day ago
- 4 min read
TL;DRSMS and WhatsApp triggers allow workflows to start when a customer sends a message, not just when a system event occurs. This enables:
Core flow: Incoming Message → Identify Intent → Send Response → Continue Workflow |
You can now trigger workflows directly from customer messages using SMS and WhatsApp triggers in Mercuri Flows.
Earlier, flows were limited to backend events like bookings or orders. While useful, this meant businesses could only react after an action was taken.
With this update, workflows can now start from customer intent itself, as soon as a message is received.
This shifts automation from event-based to conversation-driven, allowing faster responses and better customer experience.
What are SMS and WhatsApp triggers in Mercuri flows?
SMS and WhatsApp triggers are workflow entry points that activate when a customer sends a message, enabling automated responses based on message content or context.
Unlike event-based triggers (e.g., booking created), these triggers respond to unstructured customer input, such as:
“I want to book a class.”
“What are your prices?”
“Need help”
This allows workflows to begin before a formal action is taken, making automation more proactive.
Why are message-based triggers important?
Most customer interactions begin with a message, not a booking or purchase.
Without automation:
Messages wait in inboxes
Response time increases
Customers drop off before taking action
Message-based triggers solve this by enabling real-time engagement at the point of intent.
Key advantages:
Reduced response time: Immediate replies improve engagement
Higher conversion potential: Customers get answers when intent is high
Operational efficiency: Fewer manual responses required
Consistent experience: Every message gets a structured reply
Types of Triggers Available
1. First Incoming Message
Definition: Triggers when a customer messages your business for the first time.
Why it matters: The first interaction sets expectations. A delayed response can lead to drop-offs.
Best practices:
Acknowledge the message instantly
Set response expectations
Offer next steps
Example:
Hi {{name}}, thanks for reaching out. We’ve received your message and will get back to you shortly.
2. Incoming Message (Keyword-Based)
Definition: This trigger activates when a customer’s message contains a predefined keyword set in the flow.
How it works
In the flow, you define specific keywords.When an incoming message matches one of those keywords, the corresponding action is triggered automatically.
This action can be:
Sending a predefined message template (WhatsApp or SMS)
Updating a subscription status (e.g., unsubscribe)
Triggering a specific workflow
Step-by-step logic
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Examples
“BOOK” → Send booking link template
“PRICE” → Send pricing details template
“HELP” → Send support options
“STOP” → Update subscription status and unsubscribe user
How to use SMS and WhatsApp triggers in flows
Step-by-step setup
Select a trigger: Choose an SMS / WhatsApp trigger
Define trigger type:
First Incoming Message
Keyword-Based Incoming Message
Add an action: Define what happens after the trigger (e.g., send message, share link)
Configure response: Use templates or dynamic responses based on context
Activate the workflow: Publish the flow to make it live
Follow this guide to set up SMS and WhatsApp triggers for your business.
Example Workflows
1. Welcome Flow
Incoming first message→ Send acknowledgment→ Route to support or sales
2. Booking Intent Flow
Customer sends “BOOK”→ Share booking link→ Follow up if no action taken
3. Support Flow
Customer sends “HELP”→ Provide support options→ Route to human agent if needed
Key Takeaways
Start workflows from customer intent, not just system events
Use keyword-based triggers to structure conversations
Respond instantly to improve engagement and conversion
Reduce manual workload while maintaining consistency
Build scalable, conversation-driven workflows
Conclusion
SMS and WhatsApp triggers extend flows from event-based automation to conversation-driven automation.
By responding to customer messages in real time, businesses can engage earlier in the customer journey, improve responsiveness, and build more efficient communication systems.
Start by adding a message-based trigger to one of your existing flows.
With tools like Mercuri, you can quickly automate responses and move toward conversation-driven workflows.
FAQs
1. How do SMS and WhatsApp triggers work in flows?
SMS and WhatsApp triggers start an automated workflow the moment a customer sends a message to your business. The system reads the incoming message and triggers the relevant flow, enabling instant automated replies, routing, or actions based on the customer’s intent.
2. What is the difference between event-based and message-based triggers?
Event-based triggers are activated by system actions such as bookings, form submissions, or payments.
Message-based triggers are activated when a customer sends a message via SMS or WhatsApp. These triggers respond directly to conversations and user intent in real time.
3. Can keyword-based triggers handle multiple intents?
Yes. Keyword-based triggers can be mapped to multiple workflows. Different keywords (or phrases) can be assigned to different automations, allowing businesses to handle multiple customer intents such as pricing, support, bookings, or FAQs through separate flows.
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