--- description: Hand broadcast replies off to an AI Agent for a natural conversation, or use a Workflow to detect and respond to them automatically. title: How to Handle Broadcast Replies with AI Agent and Workflows image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0 --- [NewWe just raised $62.5M in Series B! 🎉 What it means for you![arrow-icon](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2Fe43213a7a9314673bd8d2060c25f9b87)](https://respond.io/blog/respond-io-raises-62-million-series-b) Help me with... ⌘ 1. [All Collections >](/help) 2. [ Broadcasts Use Cases >](/help/broadcasts) 3. How to Handle Broadcast Replies with AI Agent and Workflows # How to Handle Broadcast Replies with AI Agent and Workflows Learn how to automatically handle replies to your broadcasts. When you send bulk messages, responses can flood your Inbox. Use a Workflow to detect broadcast replies, then hand each Contact off to an AI Agent for a natural conversation or send a static reply. This keeps large response volumes organized and segments each Contact by what they replied. ## Benefits of handling broadcast replies Use a Workflow to: * Separate broadcast responses from other messages * Segment Contacts according to their responses * Handle a large response to broadcasts with ease ## Methods for detecting a broadcast reply **Method 1:** Send a broadcast to make an announcement and set up an automatic response. **Method 2:** Send a broadcast with a multiple-choice question and set up an automatic response based on replies. Both methods use a Workflow to detect the reply. Once the reply is detected, choose how to respond in **Setting up automatic responses to broadcast replies**. ## Method 1: Send a broadcast to make an announcement ### Method objectives * Set up an announcement as a broadcast to the Contacts. * Automatically check if the message received is a response to a broadcast. ### Set up an announcement as a broadcast to the Contacts > **Tip:** Learn how to [set up a broadcast](https://respond.io/help/broadcasts/sending-a-simple-broadcast). **Step 1**: Go to the Broadcast module and set up a broadcast. For message content, select **Add Content** \> **Text Message** and provide an announcement to send as a broadcast. **Step 2**: Set up the Workflow with a Trigger condition and a Branch condition to filter responses. **Setting the Workflow Trigger for when a conversation is opened by a Contact** > **Tip:** Learn how to [configure Workflow Triggers](https://respond.io/help/workflows/workflow-triggers#trigger%5Fconversation%5Fopened). 1. Expand the **Trigger Conditions** menu and select **Source** from the **Category** dropdown list to start the Workflow with the Conversation Opened Trigger. 2. Select **is equal to** from the **Operator** dropdown list. 3. Select **Contact** from the **Select** dropdown list. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5ONQ0gnQRQs0esTuTSKTB0/e279e9add67ba79e5cbd4e6a16420e20/start-a-workflow-based-on-broadcast-method-1-1.png?fm=jpg&q=80&w=689&fl=progressive) **Setting Branch options to check the message source and content** 1. Add a Branch to the Workflow and select **Last Outgoing Message Source** from the **Category** dropdown list. 2. Select **is equal to** from the **Operator** dropdown list. 3. Select **Broadcast** from the **Select** dropdown list. 4. Click **Add Condition** to add another condition. 5. Click the **And** operator. 6. Select **Last Outgoing Message** from the **Category** dropdown list. 7. Select **contains** from the **Operator** dropdown list. 8. Enter the message sent in the broadcast in the **Value** field to signify which broadcast message this response is for. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5CAVsXwyyXkozRtQoO4TVf/007450988162c7b028f3f160bc7d105e/start-a-workflow-based-on-broadcast-method-1.png?fm=jpg&q=80&w=927&fl=progressive) ### Automatically check if the message received is a response to a broadcast you sent When a message is received from a Contact, this Workflow checks if the message is a response to a broadcast you sent. If yes, it checks what the broadcast message was. If the text matches the one you set the response for, the Workflow proceeds. If not, it ends. ## Method 2: Send a broadcast with a multiple-choice question ### Method objectives * Send a multiple-choice question or a question with limited responses as a broadcast to the Contacts. * Automatically check if the message received is the response to your broadcast. ### Send a multiple-choice question or a question with limited responses **Step 1**: Go to the Broadcast module and set up a broadcast. Under Content, select **Multiple Choice** to ask a multiple-choice question. You can also use Text Message to ask a simple yes or no question. > **Tip:** Learn how to [set up a broadcast](https://respond.io/help/broadcasts/sending-a-simple-broadcast). > **Tip:** For WhatsApp template messages, use [Quick Replies](https://respond.io/help/whatsapp/whatsapp-message-templates). **Step 2**: Set up the Workflow with a Trigger condition and a Branch condition to check if the last sent message was a Broadcast. **Setting the Workflow Trigger for when a conversation is opened by a Contact** > **Tip:** Learn how to [configure Workflow Triggers](https://respond.io/help/workflows/workflow-triggers#trigger%5Fconversation%5Fopened). 1. To start the Workflow with the Conversation Opened Trigger, ensure the **Conversation Opened trigger** is selected. 2. Expand the **Trigger Conditions** menu and select **Source** from the **Category** dropdown list. 3. Select **is equal to** from the **Operator** dropdown list. 4. Select **Contact** from the **Select** dropdown list. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/5MZ2PD2YCUi2IWaNtSMgiV/82f6d26cd63bf5435ff1e19a7738b641/start-a-workflow-based-on-broadcast-method-1-1.png?fm=jpg&q=80&w=689&fl=progressive) **Setting Branch options to check the message content** > **Tip:** Learn how to [use the Branch step](https://respond.io/help/workflows/workflow-steps#step%5Fbranch). 1. Add a Branch to the Workflow for each choice and select **Last Outgoing Message Source** from the **Category** dropdown list. 2. Select **is equal to** from the **Operator** dropdown list. 3. Select **Broadcast** from the **Select** dropdown list. 4. Click **Add Condition** to add another condition. 5. Click the **And** operator. 6. Select **Variable** from the **Category** dropdown list. 7. Select **conversation.first\_incoming\_message** from the **Field** dropdown list. 8. Select **is equal to** from the **Operator** dropdown list. 9. Enter the text of the first choice of the multiple-choice question in the **Select** field. Once done, create a new Branch for the next option until all choices are handled. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/2A1Qbus2bAiMvZt4r04NOS/8c6cf175870f678373bd61765b0239c5/setting-last-outgoing-message-source.png?fm=jpg&q=80&w=1200&fl=progressive) ### Automatically check if the message received is the response to your broadcast When a message is received from a Contact, this Workflow checks if the message contains one of the options from the multiple-choice question sent via broadcast. If yes, the Workflow proceeds. If not, it ends. ## Setting up automatic responses to broadcast replies After the Workflow identifies the broadcast reply, choose how to respond. Use an AI Agent for a natural, back-and-forth conversation, or send a static message for a simple fixed action. ### Respond with an AI Agent To let the conversation continue naturally after a Contact replies, hand the Contact off to an AI Agent. The Workflow identifies the broadcast reply and its content, then assigns the Contact to an AI Agent with the right campaign context. An AI Agent cannot see the full broadcast or message template, so the Workflow handles detection and the AI Agent handles the conversation. #### **When to use an AI Agent for broadcast replies** Use this when Contacts should have a natural conversation after replying to a broadcast or campaign. For example: * A Contact clicks **I'm interested** and should be guided to the next step * A Contact clicks **Book Appointment** and the AI Agent collects booking details * Different campaign replies need different AI Agent behavior #### **Set up an AI Agent for a broadcast CTA** Create a separate AI Agent for the campaign or call-to-action (CTA) flow instead of using your main AI Agent for all conversations. The AI Agent needs campaign context before it can continue the conversation. Give it: * The campaign message that was sent * The CTA buttons offered * What each CTA means * What the AI Agent should do after the Contact replies **Step 1**: Create an AI Agent that continues the conversation based on the CTA the Contact selected. Add instructions and a Knowledge Source if the AI Agent needs to explain the campaign, product, promotion, pricing, terms or FAQs. **Step 2**: Under the AI Agent **Context** section, add the campaign details. For example: ```plain # CONTEXT - The contact received a broadcast campaign about a June facial treatment promotion. - The campaign asked if they are interested in learning more or booking an appointment. - The CTA options were: "I'm interested" and "Book appointment". - The contact was assigned to you after replying to this campaign with one of the 2 options. ``` **Step 3**: Under **Top-level flow**, add the steps the AI Agent should take. For example: ```plain 1. Identify the CTA and continue accordingly - If the contact replied "I'm interested" - Explain the promotion from the knowledge source and ask if they would like to book. - If the contact replied "Book appointment" - Collect their preferred date, time, branch, name, and phone number. Then assign to a Human Agent (use @ to select the Human Agent). ``` **Step 4**: Set the Workflow Trigger to **Conversation Opened**, then add a condition to check the last outgoing message was sent from a **Broadcast**. **Step 5**: In the same Branch, add a condition to check the Contact's first reply matches one of the CTA buttons. **Step 6**: Assign the conversation to the AI Agent you created. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/63finZLJYO5yikmw5WQxSi/da2a90d22145f0db99be0960a06077dc/AssigntoAA.png?fm=jpg&q=80&w=1200&fl=progressive) > **Note:** > \-An AI Agent may not understand replies like "I'm interested" or "Yes" without campaign context. Always add campaign context to the instructions. > \- The AI Agent does not need the full broadcast message, only the meaning of the campaign and the expected CTA replies. > \- Use different AI Agents for different campaigns. > \- Do not use an AI Agent when the broadcast reply only needs a simple fixed action. ### Respond with a static message > **Tip:** Learn how to [use the Send a Message step](https://respond.io/help/workflows/workflow-steps#step%5Fsend%5Fa%5Fmessage). For this example, send a new product brochure to a Contact interested in it. 1. Add the **Send a Message** step to the relevant Branch. 2. Select **File or Image** from the **Message Type** dropdown list. 3. Select a file or image. ![](https://assets2-proxy.respond.io/ph8r57dk1q9w/6xc4Wa6BT53TrPOlAIgMk9/79868a3435978d8ab6453a2d7d2644b8/workflow-response-6.png?fm=jpg&q=80&w=1200&fl=progressive) > **Tip:** Another option for certain replies is [routing leads](https://respond.io/help/sales-use-case/routing-leads). ## What's next? * [Get started with AI Agents](https://respond.io/help/ai-agents/getting-started-with-ai-agents) to build the AI Agent that handles your broadcast replies. * [Write effective AI Agent prompts](https://respond.io/help/ai-agents/how-to-write-effective-ai-agent-prompts) to craft the Context and Top-level flow instructions. * [Send a simple broadcast](https://respond.io/help/broadcasts/sending-a-simple-broadcast) to set up the campaign your Contacts reply to. Share this article [![Telegram](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F44daca77a4844f0c8fd29040ddeba057?width=22)](https://api.whatsapp.com/send?text=https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows)[![Facebook](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/fff57eeb01160bc604392f519b4f3461ca16f0fa1b6a587b20b142cdf1ad0ba7?placeholderIfAbsent=true&width=22)](https://www.facebook.com/sharer/sharer.php?u=https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows)[![Linkedin](https://assets1-proxy.respond.io/api/v1/image/assets/11f7a662b80a4675973850b067c01fa5/7aaf8d87b5410844d83e06a4ed663e4f551b8c5ef51dbb20a8ff064a1eed9a0f?placeholderIfAbsent=true&width=22)](https://www.linkedin.com/sharing/share-offsite/?url=https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows)[![Twitter](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4e03e02422a94e8eab9b8b41457c2371?width=22)](http://twitter.com/share?url=https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows) ## Related articles 👩‍💻 * [How to Troubleshoot a Failed BroadcastLearn about the reasons broadcasts may fail to be sent and how to resend broadcasts to Contacts who did not receive them. ](/help/broadcasts/dealing-with-failed-broadcasts) * [How to Import to Broadcast via WhatsAppLearn how to send a broadcast message to a large number of Contacts with whom you have never started a conversation. ](/help/broadcasts/import-to-broadcast) * [How to Send a Simple BroadcastLearn how to send a simple broadcast to a group of Contacts on supported Channels. ](/help/broadcasts/sending-a-simple-broadcast) Can't find what you're looking for? 🔎 [Contact Support](/contact-us) 2026-07-24T06:33:33.257Z help ```json {"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"TechArticle","articleBody":"Hand broadcast replies off to an AI Agent for a natural conversation, or use a Workflow to detect and respond to them automatically.","author":{"@type":"Person","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/4GvzCieeTBRY4TRJUbIr4y/b92428e6b049d23f546269180534f7ea/Ryan_Tan_Avatar.svg","name":"Joshua Lim","url":"https://respond.io/author"},"dateCreated":"2023-12-20T06:30:24.000Z","dateModified":"2026-07-10T09:14:41.882Z","datePublished":"2023-12-20T06:30:24.000Z","headline":"How to Handle Broadcast Replies with AI Agent and Workflows","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/5ONQ0gnQRQs0esTuTSKTB0/e279e9add67ba79e5cbd4e6a16420e20/start-a-workflow-based-on-broadcast-method-1-1.png","mainEntityOfPage":"https://respond.io/help/broadcasts","publisher":{"@id":"https://respond.io/#organization"},"thumbnailUrl":"https://assets2-proxy.respond.io/ph8r57dk1q9w/5ONQ0gnQRQs0esTuTSKTB0/e279e9add67ba79e5cbd4e6a16420e20/start-a-workflow-based-on-broadcast-method-1-1.png","url":"https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows"},{"@context":"https://schema.org","@id":"https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help","item":"https://respond.io/help"},{"@type":"ListItem","position":2,"name":"Broadcasts Use Cases","item":"https://respond.io/help/broadcasts"},{"@type":"ListItem","position":3,"name":"How to Handle Broadcast Replies with AI Agent and Workflows","item":"https://respond.io/help/broadcasts/handle-broadcast-replies-with-ai-agent-and-workflows"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer communication platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. 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