B-008. Inbound Messaging

This module automates the handling of inbound messages from various channels (e.g., website contact forms, web chat widgets, Facebook Messenger, Instagram DMs, Google My Business messages). It ensures timely responses and internal notifications, and helps manage customer interactions systematically.

How It Works: Surface Level

When the automation fires:

• It triggers workflows based on the source of the inbound message (e.g., form submit, web chat, social media messages).
• It tags the contact and updates their source information.
• It sends internal notifications and thank-you messages.
• It uses a routing workflow to manage further actions based on the tags added.

Detailed Workflow Steps

Contact Us Form Workflow:

• Trigger: Fires when the B-008 Contact Us form is submitted.
• Actions:
  • Adds the Contact Us First Entry tag.
  • Updates the contact source to "Contact Us Form".
  • Checks if it’s the first interaction.
  • Sends internal notifications and assigns a task.
  • Sends a thank-you email to the contact.

Web Chat Workflow:

• Trigger: Fires when a web chat widget form is submitted.
• Actions:
  • Adds the Web Chat First Entry tag.
  • Updates the contact source to "Web Chat".
  • Checks if it’s the first interaction.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours.

Facebook Messenger Workflow:

• Trigger: Fires when a Facebook message is received.
• Actions:
  • Adds the Facebook Messenger tag.
  • Updates the contact source to "Facebook Messenger".
  • Checks if it’s the first interaction.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours.

Instagram DM Workflow:

• Trigger: Fires when an Instagram DM is received.
• Actions:
  • Adds the Instagram tag.
  • Updates the contact source to "Instagram".
  • Checks if it’s the first interaction.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours.

Google My Business Workflow:

• Trigger: Fires when a Google My Business message is received.
• Actions:
  • Adds the GMB Message tag.
  • Updates the contact source to "Google My Business".
  • Checks if it’s the first interaction.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours and whether it’s a weekday or weekend.

Tag Router Workflow:

• Trigger: Fires when specific tags are added (e.g., Web Chat First Entry, GMB Message, Facebook Messenger, etc.).
• Actions:
  • Centralizes actions based on tag additions.
  • Customizable to perform additional tasks like updating pipeline stages, integrating with other workflows, or other actions based on your business needs.

MIRO Board: Visual Breakdown

How It Works: Deep & Technical Level

Contact Us Form Workflow (B-008-WF-4.1)

• Trigger: Form submission via the B-008 Contact Us form on the website.
• Actions:
  • Adds a tag Contact Us First Entry.
  • Updates the contact source to indicate it came from the contact us form.
  • Checks if this is the first interaction and ensures the contact isn't flagged as spam.
  • Sends internal notifications to the team and assigns a task.
  • Sends a thank-you email to the contact.

Web Chat Workflow (B-008-WF-1.1)

• Trigger: Customer submits a web chat widget form.
• Actions:
  • Adds a tag Web Chat First Entry.
  • Checks if this is the first interaction through any channel.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours (default: 8 AM to 7 PM, modifiable).

Facebook Messenger Workflow (B-008-WF-3.1)

• Trigger: Customer sends a Facebook message.
• Actions:
  • Adds a tag Facebook Messenger.
  • Updates the contact source to Facebook Messenger.
  • Checks if this is the first interaction through any channel.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours.

Instagram DM Workflow (B-008-WF-5.1)

• Trigger: Customer sends an Instagram DM.
• Actions:
  • Adds a tag Instagram.
  • Updates the contact source to Instagram.
  • Checks if this is the first interaction through any channel.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours.

Google My Business (GMB) Workflow (B-008-WF-2.1)

• Trigger: Customer sends a message through Google My Business.
• Actions:
  • Adds a tag GMB Message.
  • Updates the contact source to GMB.
  • Checks if this is the first interaction through any channel.
  • Sends internal notifications.
  • Sends a thank-you message, with variations based on business hours and whether it is a weekday or weekend.

Tag Router Workflow

• Purpose: Centralizes the management of tags applied in the B-008 module.
• Actions:
  • Triggered whenever specific tags (e.g., Web Chat First Entry, GMB Message, Facebook Messenger, etc.) are added.
  • Can be customized to take further actions such as updating pipeline stages, removing contacts from other workflows, or other system integrations.

By understanding these workflow steps and technical details, you can effectively use the Inbound Messaging module to manage customer interactions, ensure timely responses, and integrate with other systems seamlessly.