Incoming TextChat Trigger Block

What’s in This Article

• What this trigger does

• When to use this trigger

• When not to use this trigger

• How this is different from Incoming SMS

• Block settings explained 

• Common use cases

• What data this block uses

• Important things to know

• Example automations

• Best practices

 

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What This Trigger Does

The Incoming TextChat trigger fires when:

1. A contact sends a message via the TextChat widget

2. Patch receives and records the message

3. Patch sends the event + contact info into the automation

In simple terms:
“Run this automation when someone messages you through the TextChat widget.”

 

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When to Use This Trigger

Use Incoming TextChat when you want to:

• Auto-respond to common questions (hours, directions, pricing)

• Route messages to the right team (parties, memberships, support)

• Start a conversation-based drip (if they don’t reply)

• Tag contacts based on intent (example: “Lead – Party”)

• Create staff notifications for high-intent messages

 

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When Not to Use This Trigger

Don’t use this trigger if the message is coming through your SMS phone number:

• Use Incoming SMS for texts sent to your SMS gateway number

• Use SmartLink Clicked for link-based intent

• Use Form Finished for structured submissions

 

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How Incoming TextChat Is Different From Incoming SMS

Incoming SMS

• Message is received by a phone number/gateway in your Patch account

• Best for true SMS replies from customers’ phones

• Includes fields like gateway, sent to/from, keywords, and conversation tracking

Incoming TextChat

• Message is received through the TextChat widget (web-based messaging)

• Best for website “text us” style chat and lead capture

• Often used for instant routing + fast replies while they’re on your site

Simple way to choose:

• If they texted your phone number → use Incoming SMS

• If they messaged your website widget → use Incoming TextChat

 

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Block Settings Explained

Details (Info Panel)

This section explains how the block is triggered. It’s informational only.

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Add Conditions

Use Add Conditions to filter which TextChat messages trigger the automation.

Common filters:

• Time (only respond during business hours)

• Type (if used in your account)

• Currently Paused In This Automation (avoid re-trigger loops for active conversations)

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Trigger Event Fields (What You Can Filter On)

Common trigger fields include:

• Account ID

• Blast/Automation ID

• ID (Patch Internal)

• Time

• Type

You can also filter using Contact Fields (tags, phone, email, custom fields).

 

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Common Use Cases

• Auto-reply: hours, pricing, directions

• “Book a party” routing to staff + follow-up

• Lead tagging when someone asks about memberships

• “We’ll reply soon” message after hours

• Conversation handoff workflows (notify staff, pause automation, etc.)

 

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What Data This Trigger Has Access To

This trigger includes:

• Contact data (standard + custom fields)

• Incoming TextChat event context (message received via widget)

 

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Important Things to Know

• TextChat is best for fast replies while someone is on your site.

• If you also want SMS follow-up later, you’ll typically pair this with contact tagging and opt-in logic based on your setup.

 

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Example Automations

Example 1: After-Hours Auto Reply

1. Trigger: Incoming TextChat

2. Condition: Time is outside business hours

3. Send message: “We’re closed right now—here’s our booking link.”

4. Tag contact: “After Hours Lead”

Example 2: Party Lead Routing

1. Trigger: Incoming TextChat

2. If message contains “party” or “birthday” → tag “Lead – Party”

3. Notify staff

4. Send reply: “What date and how many guests?”

 

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Best Practices

• Keep auto-replies short and helpful.

• Route high-intent keywords to humans quickly.

• Use business-hours logic so people aren’t left hanging.