Using Workflow Builder to Process Multiple SMS Keywords

In this article, we will be looking at how we can employ RingCentral’s Workflow Builder to handle and process multiple conditions based on the content of incoming SMS messages. With a collection of keywords, we can create multiple branch conditions and give each condition a unique flow to handle the specifics of each incoming SMS message.

To get started, create a custom workflow by clicking on “Create workflow” and then the “Build your own workflow” button at the top of the subsequent screen. You will be taken to the design area, where you will be shown the basic starting point for all custom workflows. You should give your workflow a name so that you can recognize it when you come back to possibly tweak it at a later date. We will call ours “Process multiple SMS keywords”. You can see this in the following figure.

To start the workflow, you need to identify the trigger that will initiate the actions of the workflow. Click on “SMS received” in the right panel to choose that action. With this trigger, you can specify certain conditions, like specifying that this trigger only fires when an SMS comes in from a specific mobile number. However, in our case, we want this workflow to activate when any SMS message is received, so we won’t add a condition at this level.

Next, click on the plus (+) symbol below the “SMS received” item in the design area. You have many options here, but in our case, we want to add branches of actions depending on the SMS message content. So, click on the second option called “Branch” to start the process. Each of our branches will be built to have the workflow react differently to the contents of the SMS message. So we can name our branch starting point “Keywords”.

Let’s step back for a minute here, and plan our branches. In our example we will have five branches, but you can have more if you want. Here is a chart of what we want to happen within each branch situation.

So, click on the plus (+) button in the right panel beside “Add branch” and enter the information shown in the following image.

When you are done, click the “Add” button to save your work. You should see the branch added on the right panel as well as in the design area. Repeat these steps for the other keyword branches in our chart with the information in the first two columns for now. We will go into the specifics for each branch later. When you are done, you should see the design area looking like the next figure.

Next, we want to add the specific actions for each branch. These would be what we have listed in the third column of our chart above. The first one is to send out an SMS with directions and time for the “lunch-and-learn” that is happening soon. To add the action, click on the plus sign (+) under the branch name and click on “Send SMS” in the right panel. It should look similar to the following image.

Note that when you export a workflow with a specific phone number, as in the above figure showing “SMS sent from”, if you import it into a different account, you will have to adjust these numbers to match the valid SMS sending number on the new account location.

The next group of images shows how each branch action is created. You can adjust them to your specific situations, of course.

Note here that in the above, you would have to select a group chat area that you have access to in the “Send message to” drop-down list.

At this point, we now have a single workflow handling multiple use cases and situations. Each separate branch is active and available to handle any amount of incoming SMS traffic.

The overall design then should now look like the following image.

Note that just like your email inbox, the “Else” branch of the workflow will have to occasionally be edited in order to keep the date range relevant. Of course, with the level of complexity that is possible within Workflow Builder, it is always a good idea to add in comments to help you remember what you have designed and to help others who may be using your workflow later. At any level in the design, you can find “Comment” towards the bottom of the right panel after you click on the plus (+) symbol in the design area.

With all this flow management in place, it would be great to share it with your RingCentral team or peers. See the next figure which shows you how to export the workflow in JSON format. With the design area open, you can find it in the top right menu area.

Once it is named and exported (you will have some exporting options available to you), you can share it with others. Those you share it with can import it into their own environment; see the next figure. Then they can adjust or extend it as they require.

I hope you find value in following this Workflow Builder demonstration of managing multiple SMS situations and that you can see its use and flexibility in your own situations. For more on Workflow Builder, follow this link.