Complete overview of Flow Builder
The Unmatched message trigger is a global flow that is triggered whenever a message is marked as “Unmatched”, when UnmatchedMessageEvent is published to the event queue. A message is marked as “Unmatched” when a received message is not matched to any active Conversations or Inbound SMS message triggers, thus effectively addressing messages that otherwise would remain unprocessed.
Only ONE unmatched trigger flow can be active at a time. Drafts can be created but cannot be activated if there is a duplicate.
Usage scenario
The following example demonstrates a practical application of the Unmatched Message Trigger within a flow, illustrating how these messages are processed to ensure no customer inquiry goes unaddressed.
Send all Unmatched messages to your system of record, and let the customer know the message has been received and an agent will be in touch shortly.
When an Unmatched message is received, start a conversation with the customer which seeks to clarify the intent of their message. Send the message body from both the trigger and Conversation node to your system of record, and let the customer know the message has been received and an agent will be in touch shortly.
Configuring the trigger
This trigger requires minimal setup. Simply ensure that it's active within your desired flow to begin capturing any unmatched inbound SMS messages.
Mergefield Explorer
Mergefields function as dynamic placeholders within a flow, automatically populated with actual data as the flow progresses. Below are key mergefields accessible in subsequent nodes following the Unmatched Message Trigger
| Mergefield name | Description | Definition and examples |
fromNumber |
The number from which the message was received | "+61 400000000" |
messageBody |
The entire body of the inbound message | “Yes, thank you”. |
timeStamp |
The time at which the message was received in Unix Epoch time in milliseconds | “1672534861000” |
Given the limited mergefields, scenarios requiring comprehensive context—such as understanding the specific prompt a customer is responding to—might not be fully addressed.
For example, if a customer replies with feedback in response to an upsell flow, the context such as what the customer was replying to would not be included in this trigger. In this scenario, we recommend adding a free reply path to your conversation node instead to capture and send it to your platform.