Inbound

Overview

The WhatsApp Incoming Messages Trigger is an input node (inbound trigger) based on communication events. Its main function is to listen to active communication channels and trigger an automation flow or chatbot instantly when a customer sends a new message.

Service Retention Rule: The trigger has native state-control intelligence. It will only start the automation if the customer in question does not have any human support or ticket already open in the system. If the customer is already being served by an operator, the messages they send will continue straight to the agent's screen, ignoring this trigger to avoid interruptions or loops in the human conversation.

Configuration Parameters

The trigger configuration links the automation to the company's official phone line or communication channel using the following criterion:

• Channel: Dropdown menu used to select which phone number or official WhatsApp API will be monitored by this specific flow. The component scans the integrated accounts in the platform panel to make them available in the selector.

Visual Builder

The graphical interface is designed for quick and secure coupling, isolating the starting point of the journey:

• Validated Instance Selectors: The dropdown displays the connection codenames and their respective international phone numbers (e.g.: Connection Name ([phone])), allowing the production or testing number to be easily associated with the automation.

• Initial Node Without Input: In the graphical flow editor, this component is positioned at the far left edge of the screen. It has no input connectors, since the energy that starts its execution comes exclusively from an external stimulus (the message sent by the end user).

Special Operators

The logical properties of this component handle session control, insertion of registration data, and media handling:

• Contact Payload Injection (Native Data): As soon as the triggering message is received, the trigger engine automatically captures the public data made available by the customer's WhatsApp profile, such as the Phone Number and the Display Name (PushName), making these variables immediately available to the next blocks in the flow.

• Opening the Session Window (24-hour window): Successful activation of this component validates and opens the WhatsApp API conversation window. This ensures that subsequent message blocks in the automation can send texts, media, and interactive buttons without the cost of pre-approved templates (session messages).

Practical Examples

The table below demonstrates classic scenarios of how this trigger behaves according to the user's current status in the system:

Selected Channel	Customer Status in the System	Customer Action	Trigger Behavior
Main Business WhatsApp	No active support cases (New or Closed).	Sent a "Hello, good afternoon!".	Triggers the flow: The trigger captures the contact and starts the self-service chatbot menu.
Technical Support WhatsApp	Being served by Operator Carlos.	Sent a photo of the receipt.	Ignores the trigger: The image goes straight to Carlos's screen; the automation does not interfere with the conversation.
Headquarters Sales WhatsApp	Waiting in the Sales Department's queue.	Sent "I want to speak to someone".	Ignores the trigger: The contact remains in the human panel's waiting queue, maintaining arrival priority.