A Conversations message is sent or received
A Conversations message is sent or received fires whenever a message is sent or received on an account in the Conversations inbox. Use this trigger to automate responses, route messages to the right team member, or log communication activity when messages flow through your inbox.
You can configure the trigger to respond to inbound messages, outbound messages, or both depending on your workflow needs.
Trigger scope
This trigger operates at the account scope. Account and contact actions are available downstream.
How it works
- A message is sent or received on an account in the Conversations inbox.
- The automation evaluates any trigger conditions you've configured, such as message direction or channel.
- If conditions are met, the workflow starts with the account and message data in context.
- Downstream steps can use Add dynamic content to reference the message content, channel, and account fields.
Available data
Standard account fields and message fields are available via Add dynamic content.
| Output | Description |
|---|---|
| Message content | The body text of the message |
| Message direction | Whether the message was inbound or outbound |
| Channel | The channel the message was sent on (SMS, email, etc.) |
| Sender name | The name of the message sender |
| Account name | The account the Conversations inbox belongs to |