On Message
What is On Message?
On Message is the most general bot trigger in DoubleTick. It activates whenever a customer sends a message to your WhatsApp number.
This trigger is useful when you want a bot journey to start immediately after an incoming message is received, especially when the conversation begins from a predefined entry point such as a QR code or chat link.
It is commonly used for structured inbound automation.
Where to Use This Trigger
Use On Message when you want automation to run on customer-initiated messages, such as:
Customers starting a conversation from a QR code
Customers clicking a WhatsApp chat link with a pre-filled message
Website or landing page CTA buttons that redirect users to WhatsApp
Businesses that want an always-on entry bot for inbound queries
This trigger works best when the customer’s first message is expected or follows a known pattern.
How to Use It in Bot Studio
Open Bot Studio in DoubleTick
Create a new journey
Select the trigger: On Message
Add the customer messages (keywords) that should activate this journey
Build the bot flow that should run after the message is received
Publish the journey
Once active, the bot will start whenever a customer sends a matching message.
Adding Multiple Keywords
When using the On Message trigger, you can add more than one keyword or message text.
For example, you can set multiple starting messages such as:
Hi
Hello
I want to know more about your services
This ensures the bot triggers even if different customers type different opening messages.
Using Partial Match (Optional)
DoubleTick also allows you to enable Partial Match for a keyword.
This means the bot will trigger even if the customer types a longer or slightly different version of the same message.
Example:
Keyword set in the trigger: “I want to know more about your services”
If Partial Match is enabled, the bot can still trigger when the customer sends messages like:
“I want to know more about your services today”
“Can you tell me more about your services?”
This helps capture customer intent even when the message is not exactly the same.
Key Capabilities
Activates on inbound customer messages
Supports multiple keywords in one trigger
Optional partial match for flexible message capture
Ideal for automation through QR codes and chat links
Helps businesses respond instantly and consistently
Example Use Case
A business adds a WhatsApp chat link on its Instagram page with a pre-filled message:
“I want to know more about your services.”
When a customer clicks the CTA button, WhatsApp opens and the message is sent automatically.
The On Message trigger detects the message and starts a bot journey that:
Welcomes the customer
Shares service options
Collects basic details
Routes the chat to the right team
This allows businesses to automate Instagram-to-WhatsApp lead journeys smoothly.
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