Automate Customer Replies from an All-in-One Chat Widget

The Customer Replied trigger in Sparkforge workflows can be filtered by Reply Channel, Chat Type, and the exact widget or Live Chat configuration. That gives you precise control over which replies fire which automation.

How the trigger logic stacks

Layer 1: Event

Customer Replied fires when a contact sends a reply.

Layer 2: Reply Channel

Set Reply Channel to All-in-One Chat to limit execution to unified chat widgets.

Layer 3: Scoped filters

1. Pick a Chat Type: Chat Widget or Live Chat.
2. Pick the specific configuration: the exact widget (if Chat Type is Chat Widget) or the exact Live Chat config.

The workflow only runs when every selected condition matches.

Prerequisites

• At least one All-in-One Chat widget configured.
• Access to Workflows.
• Users, teams, tags, or pipelines set up if your actions reference them.

Configure the trigger

1. Go to Automations > Workflows. Open or create a workflow and click Add Trigger.
2. Choose Customer Replied.
3. Set Reply Channel to All-in-One Chat.
4. Pick a Chat Type (Chat Widget or Live Chat).
5. Select the specific widget or Live Chat configuration from the dropdown that appears.
6. Click Save Trigger.

Common patterns

Acknowledgement

Trigger scoped to a Support Widget. Send a short confirmation message, assign to a team member, add a Reply Received tag, optionally create a task. Keep the wording human, not robotic.

Department-based routing

One workflow per widget. Sales Widget routes to a sales rep, tags Sales Inquiry, creates an opportunity, alerts the sales channel. Support Widget routes to a support agent, tags Support, creates a service task.

VIP alerts

Trigger scoped to an Executive or VIP Widget. Send an internal notification, create a high-priority task, tag VIP, escalate to a senior team member.

Reply-based qualification

Trigger scoped to your main widget. If the reply contains price or cost, tag Pricing Interest. If it contains cancel or refund, tag Retention Risk. Route accordingly and send a follow-up question.

Escalation on no responseTrigger scoped to a Live Chat configuration. Wait 10 minutes, then notify a backup user, reassign the conversation, and message the customer offering a callback if no action was taken.

Multi-widget setups

One workflow per widget keeps things maintainable. Use clear naming (Reply - Support Widget - Routing), keep tagging consistent, and audit quarterly to catch overlap.

Troubleshooting

All-in-One Chat doesn't appear in Reply Channel

Confirm the trigger is Customer Replied and that an All-in-One Chat widget exists in your account.

Expected widget not in the dropdown

Switch Chat Type (Chat Widget vs Live Chat). Confirm the widget configuration exists and is active.

Workflow firing unexpectedly

Verify the specific configuration in the trigger. Check for duplicate workflows and overlapping conditions.