Staff Triggers
6 min
Introduction
The Staff Trigger – Message Contains → Add Tag allows your team to apply tags to contacts by sending predefined keywords or phrases.
The message can be sent either from the CRM or directly from WhatsApp, which makes it extremely flexible. This ensures tags are applied even if staff members are not logged into the CRM.
How it works
The trigger is defined with the syntax:
keyword_or_phrase|tag_to_add
Example:
Interested in buying|hot_lead
- If the staff sends a message (from WhatsApp or CRM) that contains the defined phrase, the system applies the configured tag.
- “Interested in buying” → Tag hot_lead applied.
- “Interested in buying our service” → Tag hot_lead applied.
- Since it works with contains, the phrase doesn’t need to be exact, but it must match the casing you configured:
- Trigger = Interested|hot_lead
- “Interested in your product” → ✅ Works
- “interested in your product” → ❌ Does not work (lowercase mismatch).
- Once the tag is applied, it can trigger automations in the CRM.
Example
Configured trigger:
Interested in buying|hot_lead
Messages that apply the tag:
- From WhatsApp: “Interested in buying” → ✅ Tag hot_lead applied.
- From CRM: “Interested in buying our service” → ✅ Tag hot_lead applied.
- From WhatsApp: “interested in buying” → ❌ Tag not applied (lowercase mismatch).
Result
- Tags are applied automatically based on the staff’s message.
- It works whether the message is sent from the CRM or WhatsApp, giving full flexibility.
- The applied tag can then be used in CRM automations.
⚠️ Important Notes
- Works from WhatsApp and CRM → This is a unique advantage, since staff can apply tags without being inside the CRM.
- Triggers are case-sensitive → Define your keywords carefully (recommend lowercase and not very common).
- Tags are recommended to be short and standardized (e.g., hot_lead, needs_followup).
- Use tag-based automations in your CRM to send documents, trigger emails, or notify the sales team.
Example Automation in CRM
In your CRM, you can create an automation:
- Phrase → “When staff says: "Let me deactivate this annoying bot”
- Trigger → “When tag is added: "deactivate_bot”
- Action → Remove tag that activates bot, remove from automation, etc...