When using inbound message replies to trigger workflows - especially with common keywords like 'YES' - there's a risk that a single inbound message could unintentionally trigger multiple workflows. This happens when the same keyword is used across different workflows without unique identifiers. To prevent this, use the Workflow ID to link specific replies to their intended workflow.
Workflow ID
Using a Workflow ID creates a clean one-to-one connection between a SMS and its reply-triggered workflow. Even if multiple workflows use the same keyword, only the correct one will be triggered - avoiding accidental overlaps or actions. To set this up:
- Create the initial workflow that sends an SMS asking for a reply using a specific keyword e.g. invite customers to reply 'YES' to enter a draw for VIP event tickets.
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In the Workflow ID field, enter a unique identifier - this value connects the reply to this specific workflow e.g. VIP_Entry_2025.
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Create a second workflow that will be triggered by the reply. Select Sinch SMS & MMS: SMS Received properties as the criteria. Select Workflow ID.
- For the Workflow ID criteria, set the condition to is equal to any of and enter the same workflow ID value e.g. VIP_Entry_2025. This ensures that only replies linked to the original message - with the matching Workflow Reply ID - will trigger this workflow.
- Click Next.
- When you're ready, click Save and continue.
- Once you've saved your conditions, you can then add an action for the trigger to complete the workflow.