Objective
Automation conditions define when an automation should trigger. You can use a single condition or combine multiple conditions to narrow down exactly which inbound messages should start your workflow.
TIP: Add more conditions to reduce “false triggers” (messages that accidentally match your automation).
In most automation builders, the Conditions area sits near the top of the automation configuration. Conditions are evaluated first; if they match, your automation actions run (auto-reply, forward to email/URL, tagging, routing, etc.).
Symptoms
- VIP: Business Marketing Messaging - Understanding Automation Conditions
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How to build a strong condition set
Procedure
- Start with Message Type (required) and choose SMS or MMS.
- Add a Receiving Number if you have dedicated lines (support, marketing, billing, etc.).
- Define Message Content matching rules (contains/begins with/excludes).
- If needed, add a Date & Time window for business hours or limited-time flows.
- If needed, add a Date & Time window for business hours or limited-time flows.
- Test with real-world examples (including edge cases like misspellings or extra words).
Related Information
Automation Condition Types You Can Use
Message Type (Required)
Message Type is typically the one condition that is always present because automations are triggered by an inbound message. You can usually choose which message types qualify, such as:
- SMS (Text)
- MMS (Picture/Media)
EXAMPLE: Use case
Require MMS to trigger a “damaged goods” flow where customers send a photo as proof.
Receiving Number
If your account has multiple receiving numbers, you can restrict an automation so it only triggers when replies are sent to:
- One specific number (recommended for campaigns or dedicated support lines)
- Multiple selected numbers
- Any number (broadest matching)
TIP: You can run multiple automations using the same keywords on different numbers without them conflicting.
Message Content (Keywords & Matching Rules)
Message Content conditions control keyword matching. Depending on your automation builder, you may be able to trigger when a message:
- Contains a specific keyword (or any keyword from a list)
- Contains all keywords in a set
EXAMPLE: “ORDER” and “STATUS” must both appear
- Does not contain a specific keyword (or any from a list)
- Does not contain all keywords in a set
- Begins with a specific keyword (helpful for structured inputs like “JOIN John Smith”)
TIP:
- Use “Begins with” for structured replies (e.g., “RSVP YES”, “RSVP NO”).
- Use “Contains any” for flexible customer language (e.g., “help”, “support”, “agent”).
- If triggers are too broad, switch to “Contains all” or add a Receiving Number condition.
Date & Time Received (Scheduling Windows)
Date/Time conditions let you restrict when an inbound message can trigger the automation. Common options include:
- Date & time window (only trigger between specific start/end dates or times)
- Start/finish points for the automation (useful for limited-time campaigns)
EXAMPLE: Common Use Cases.
- Event registrations that close after a deadline
- After-hours routing (forward responses to email/mobile outside business hours)
Escalation Information
Escalation Information: SD1
If you need additional assistance, contact Crexendo Support at 855-211-2255 or email us at support@crexendo.com
Change Log
| Date | Description |
|---|---|
| May 16, 2026 | Article revamped |