Allow Journeys to be Triggered by Outbound Messages

Business Problem

We primarily use Trengo for proactive communication via the WhatsApp Business API, where we initiate contact with customers (for example, for communications about scheduled transports).

With Rules being phased out, we are transitioning to Journeys for automation. However, Journeys can only be triggered by incoming customer responses. This makes it impossible to perform actions (like applying labels) based on outgoing messages.

This leads to the following problems:

• Tickets without a customer response cannot be automatically labeled.

• Reporting does not provide a complete picture of sent templates and communication flows.

• Manual labeling is required, which is not scalable.

This is a major limitation for organizations that primarily use WhatsApp for outbound communication.

Desired Solution

The ability to trigger Journeys based on message direction = outbound.