'Contact Replied' Trigger does not fire on cold inbound emails
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John Flaniken
The contact replied trigger states that it fires when a message is received from a contact. It doesn't fire when receiving a cold inbound email. Perhaps this is because they client isn't technically 'replying' to an email we sent them. Nonetheless, seems like a simple fix
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Keith Besherse
At this time the Customer replied workflow trigger can filter on reply channel = email and Contains phrase. But not header contains.
And If/else branch conditions can check for Contact Details Email. But not Email for the Location/Account.
A filter for the workflow trigger or a condition check in the If/Else for Header Contains would be very helpful.
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Keith Besherse
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Keith Besherse
What I am about to tell you is not a procedure approved by HighLevel. There are a couple significant risks. However, it seems to be working for me.
First: HL is not an email service provider (ESP) so deliverability and reception are not guaranteed. That is why they recommend integration with an ESP, preferably from either Google Workspace or Microsoft Outlook.
Second: I am not convinced the Customer Replied trigger with Channel is Email works consistently on inbound cold email.
Third: If your root domain is the Default Dedicated Domain (DDD) any Dedicated Sending Domain (DSD) will only receive emails which are a direct reply. No cold inbound. No new email drafted from scratch.
Fourth: If your agency has the same root domain as your SaaS your clients will not receive emails without their own DSD.
Fifth: There is no email addressed to filter for the Customer Replied trigger when Channel is Email. Thus you cannot trigger a different workflow for email addressed to sales vs email addressed to support...
With those caveats...
You can have your agency root domain (supersaasagency<dot>com) set as the DDD in the account for your agency. With a different domain (supersaasagency<dot>io) set as the agency domain for system messages. Then you can have subdomains for clients who don't give you a subdomain on their own DNS (client1<dot>supersaasagency<dot>io, client2<dot>supersaasagency<dot>io, client3<dot>supersaasagency<dot>io, ...).
There is no SMTP for emails addressed to your root domain. The address in front of the @ does not matter. All inbound email with your agency root domain should arrive in the Conversations tab.
If you want to test it you can send an email to: ideasboardtest@thebaldguymarketing.com.
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Keith Besherse
Prasoon Dadhich, you might want to also merge in: https://ideas.gohighlevel.com/automations/p/incoming-email-trigger
Srikanth Chellaboina
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Keith Besherse
Susmitha Damarla, thank you and Arjun Khurana for talking with me about these concerns. I think you are going in a very good direction!
The ability to use any of the headers set in the Dedicated Domain settings would be fabulous.
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Prasoon Dadhich
Merged in a post:
Email To - Trigger Automation
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Joel Buhr
If a TO email is sent to for example bob@em.domain.com or mike@em.domain.com we need the ability to assign that record to bob or mike based on the To value of the inbound email.
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Prasoon Dadhich
Merged in a post:
Trigger For Cold Inbound Emails
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Mario Perez
While cold inbound email is possible with lead connector, there isn’t a trigger that works with it. We need a trigger that can be used to tag a cold inbound email contact or add them to a campaign.
More specifically, a way to determine, if the email gets sent to AexampleA@dedicateddomiain.com then one specific action happens, and if it gets sent to BexampleB@dedicateddomiain.com then another specific action happens, like “assign to user”.
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Keith Besherse
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Keith Besherse
Maybe we don't even need a new trigger. Just a new filter.
Prasoon Dadhich, Shivam HighLevel, Core Platform, Sales & Marketing
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Prasoon Dadhich
Keith Besherse Will take a look here and see what can be done
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Keith Besherse
Prasoon Dadhich, thank you very much!
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Prasoon Dadhich
Merged in a post:
Email Trigger based on the To Address
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Raghid (Ray) Nami
It would be great to have a trigger in the automations section that allows us to identify the email address that is receiving the email (In the "To:" field) in order to customize the automations based on the address receiving the email.
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Prasoon Dadhich
Merged in a post:
Customer Replied Trigger - Filter by email address
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Keith Besherse
Emails to any addressee in our email domain will show up in the Conversations tab for action by any user. But emails to particular group addresses should get special handling in addition to showing in the Conversations tab.
For example:
An email to fred@, wilma@, betty@, or barney@ should result in the contact being assigned to that SPECIFIC user and the user getting a notification to check that Contact record.
An email to hello@, info@, or contact@ should be seen as a general inquiry resulting in a "thanks for contacting us, one of our staff will respond shortly" email response and all users would get a notification to check that Contact record.
An email to help@, support@, or tech@ should be seen as a help desk inquiry resulting in a "we see that you are having an issue with our software, IT will respond shortly" email response and only the tech support users would get a notification to check that Contact record.
An email to sales@, appointments@, or scheduling@ should be seen as a request for a sales appointment resulting in a "here is the calendar link, our customer specialists will respond shortly" email response and appointment setters would get a notification to check that Contact record.
An email to product1@, product2@, or product3@ would trigger an email sequence with more info about that product and the relevant product manager(s) would get a notification to check that Contact record. Imagine landing pages with different email addresses for the same product.
Etc:
I am sure lots of smart people can come up with other ways to use this for segmenting their email responses!
How to do this?
A filter on the Customer Replied trigger when the channel is Email based on the To: email header. If the email is to {{specific email address}} trigger the workflow.
If the email is To: any other email address in the domain, ignore.
S
Super User
If GHL can update the filters and add:
- reply to email
- new email
This way we can add an additional filter and really filter new cold inbound emails. Use case would be warming emails that contains coded phrases that we can filter.
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Keith Besherse
Super User, yes. The current email is filter is looking at contact email address.
Adding an additional filter of "new" would clearly identify cold inbound leads! We could then have a workflow specifically for responding to unknown persons and all our other workflows would be responding to existing contacts.
I imagine what you describe as Replied to an email is replied to a particular email address. Is that correct? (We already have a workflow action of wait for a reply to a particular send email action.)
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Super User
Keith Besherse thinking of a 'reply to an email'
but I guess the new email would be sufficient if we can do an if-else with it such as "Is this a new email? YES or NO" thing.. because if not then it was a 'reply to an email'
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Keith Besherse
Super User Are you thinking of the Wait > CRM event > Wait for Contact Reply? That is inside an existing workflow.
What I am uncertain of is whether cold inbound email is being processed by the Customer Replied trigger when channel is Email.
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