1. Set your trigger for your workflow. E.g. Appointment status changed to SHOW. Then rename the trigger to whatever the trigger is doing so it is clearly labelled.

2. Add a 1 minute wait step as the first action and toggle on the advanced window to control what time of the day the wait step is set to so that contacts won't get text messages too late or too early in the day.

3. Add your text message step after the wait step.

4. Add another wait step but in this case it is not going to be a wait step, rather it will be waiting for a 'Contact Reply'. To find this option, click on the dropdown which says 'Time Delay', scroll down and choose 'Contact Reply'.

5. Select the message you are wanting a reply from. In this examples case it will be the 'SMS Requesting Score' message. Then select a timeout period, in this case we have gone with 2 days. This step will then wait until either the contact has replied or it has been 2 days since the message has been sent, which ever comes first. Rename the action and save.

6. Then add your if/else condition action step. You can search 'if / else' in the actions search bar.

7. In the condition, we can create different branches for the different types of replies you'll receieve. In this example we could create branches for the different scores from 5 through to 1. To do this click the 'Select' Dropdown and choose 'contact reply'.

8. Then select 'Replied Message'.

9. From the 'Select Operator' dropdown, choose the 'Contains' option.

10. Then add in the number '5' to field that appears: and change the branch name to '5'.

11. Repeat this process for 4,3,2 and 1. Rename the Condition Name to be something like 'Customers Response Contained'. Hit save and it should look like this:

Note - The none condition is there if neither of the branches you have created have been satisfied - so in this case the contact has not replied to the message at all or they have replied with something that does not contain 1,2,3,4 or 5.

12. From here you can add on the automated responses to these messages. We'd recommend having a 1 minute wait step before sending the message so it doesn't seem so automated. Note - Just build out 1 branch, then you can copy everything across later to save you having to build them all out 1 by 1.

13. You can now add in the SMS after the wait step.

Your first branch of the condition should look like this:

14. Click the 3 dots on the wait step and select copy > copy all actions from here.

15. Then select where you want to copy these actions, which will be in all the other branches, except the 'none' branch. This will need to be done 1 by 1.

16. You would then adjust each SMS accordingly, based on the score they gave. Change the names of the SMS actions for each branch if they are different. in our example, we have kept messages 3 & 4 the same aswell as messages 1 & 2 the same.

17. Optional Step. You can additional steps to these branches. In our example we added a tag which was 'review request' 3 Days later and this will trigger a seperate workflow asking them to leave a Google review.

18. Firstly, you'd add the wait step of 3 days after the 'Fantastic' SMS.

19. Add the action Step 'Add Contact tag' And search for the tag 'Review request' and select this. Label the action step and save.

NOTE - With condition steps, it is only possible for contacts to go down 1 branch at a time, they will not go down 2 branches within the same condition.

It is also really important to test ALL workflows when they are brand new, but particularly those which contain these conditions. Remember to have allow re-entry toggled on when you are testing so you can add your test contact into the workflow multiple times.

If you have conditions based on replies as we did in our example, make sure the stop on respnse setting is toggled OFF, otherwise when the contact does reply they will not continue in the workflow.