Trigger: Message Received

The Message Received trigger (message.received) is the workhorse of Workflows: it fires every time a contact sends an inbound message on any connected channel (WhatsApp, Telegram, Webchat, Email, SMS, Instagram, Messenger, TikTok). It's the foundation for welcome flows, keyword auto-replies, and AI Agent handoffs.

When it fires

It fires as soon as the message lands in the inbox, alongside (or before) auto-assignment and AI routing.

Requirements

• At least one connected channel in the workspace.

Trigger configuration

• Channel type / Specific channel: scope the flow to one channel (e.g. only Webchat).
• Contains keyword: fire only if the text includes a word (e.g. "price", "cancel").
• Message type: filter by text, image, audio/voice, video, file, or location.
• Only on first message: enable this to restrict the workflow to the very first time the contact writes in that conversation — ideal for welcome messages.

Available variables

• $message.id, $message.text, $message.type, $message.media_url, $message.timestamp
• Standard $conversation.* and $contact.* variables

Example

A "Welcome" workflow triggered by message.received with Only on first message enabled sends a greeting using the contact's name ($contact.first_name) plus a menu of options (Sales / Support / Billing).

Tips

• Combine Contains keyword with a condition node to build lightweight FAQ flows without needing the AI Agent.
• If you already use the Reception Router with AI, keep this manual trigger for edge cases the AI doesn't handle, or for channels where ai_routing is set to never.

Troubleshooting

If a workflow fires twice for the same message, check whether you have more than one active workflow on the same trigger without filters that keep them from overlapping.