How the Trigger Logic Works
The workflow uses layered filters. The workflow runs only when all selected conditions match. Required filter structure:
Trigger event: Customer Replied
Reply channel: All In One Chat
Chat Type: Chat Widget or Live Chat
Specific configuration: Selected widget or Live Chat setup
Before You Start
Before creating the workflow, confirm:
At least one All-in-One Chat widget exists.
You have access to Automation > Workflows.
Users or teams are created if the workflow will assign conversations.
Tags, pipelines, and naming conventions are ready if the workflow will route or qualify contacts.
Create or Open a Workflow
Go to Automation.
Open Workflows.
Create a new workflow or open an existing workflow.
Add the Customer Replied trigger.
Select All In One Chat as the Reply Channel
In the Customer Replied trigger:
Find the Reply channel filter.
Open the dropdown.
Select All In One Chat.
Choose the Chat Type
After selecting All In One Chat, choose the chat type. Use the Chat Widget when the workflow should run for replies from a website or funnel chat widget. Use Live Chat when the workflow should run for replies from a Live Chat configuration.
Select a Specific Chat Widget
If Chat Type is = Chat Widget, select the exact widget under Chat Widget Is. The workflow runs only when the reply comes from the selected widget.
Select a Specific Live Chat Configuration
If Chat Type Is = Live Chat, select the exact configuration under Live Chat Is. The workflow runs only when the reply comes from the selected Live Chat configuration.
Save the Trigger
After the filters are configured, click Save Trigger. The trigger is now scoped to customer replies from the selected All-in-One Chat source.
Example Use Cases
Send an Automatic Acknowledgement
Use this when customers should receive an immediate confirmation after replying.
Example actions:
Send a message confirming the reply was received.
Assign the conversation to a team member.
Add a tag such as Reply Received.
Create an internal task.
Route Sales and Support Replies Separately
Use one workflow for a sales widget and another workflow for a support widget.
Sales widget actions may include:
Assign to a sales representative.
Add a Sales Inquiry tag.
Create an opportunity.
Send an internal sales notification.
Support widget actions may include:
Assign to a support user.
Add a Support tag.
Create a service task.
Send an acknowledgement message.
Escalate High-Priority Replies
Use this when VIP or executive chat replies need faster attention.
Example actions:
Send an internal notification.
Create a high-priority task.
Add a VIP tag.
Assign to a senior team member.
Best Practices
Create separate workflows for separate widgets when each widget has a different purpose. Use clear workflow names, such as Reply - Support Widget - Routing.
Avoid mixing Chat Widget and Live Chat logic unless the automation is intentionally shared. Review workflows regularly to prevent duplicate routing or overlapping trigger conditions.
Common Issues and Fixes
All In One Chat does not appear in the Reply Channel
Confirm the workflow trigger is Customer Replied. Also confirm that an All-in-One Chat widget exists in the account.
The expected widget does not appear
Check whether Chat Type is set to the correct option. Use Chat Widget for chat widgets. Use Live Chat for Live Chat configurations.
The workflow triggers unexpectedly
Check the selected widget or Live Chat configuration. Also review duplicate workflows or overlapping Customer Replied triggers.
FAQ
Does this trigger run for every customer reply?
No. It only runs for replies that match the selected Reply Channel, Chat Type, and widget or Live Chat configuration.
Should I select a specific widget?
Yes, if the account has multiple widgets. Selecting a specific widget prevents the workflow from running in the wrong chat experience.
Can I use one workflow for multiple widgets?
Yes, but separate workflows are easier to audit, troubleshoot, and update.
Can this trigger assign conversations to users?
Yes. Add assignment actions after the trigger if replies should route to a user or team.
Can this trigger add tags based on customer intent?
Yes. Add conditional logic after the trigger to apply tags based on message content or routing rules.