This month, we’re introducing a new Chat Conversation Trigger for workflows, making it easier to automate follow-ups and tasks when a new message arrives in a connected chat. This update helps you respond faster, keep customer records up to date, and improve team efficiency.

What’s New:

1 – Automatically Start a Workflow When a New Lead Messages You

NetHunt can now trigger a workflow whenever a new lead contacts you via messenger like WhatsApp, professional network, Instagram, or Telegram, helping you engage with prospects instantly.

Example: If someone messages your business on WhatsApp, a workflow can add them to the CRM and assign a follow-up task to the right sales rep.

Automation trigger: new chat conversation

2 – Trigger Workflows for Returning Customers

You can choose to trigger workflows for returning customers when they reopen a conversation — or set it for both new and returning inquiries.

Example: If a past customer reaches out on WhatsApp, NetHunt updates their CRM record and assigns a task for the account manager to follow up.

3 – New Wait Step: "Wait for a Chat Interaction"

This step allows workflows to react dynamically when a lead or customer replies within a messenger. You can choose to stop the workflow or trigger different actions based on your process.

Example: If a customer responds within a set timeframe, the workflow can assign a manager for follow-up. If there’s no response, it can trigger a reminder message or move the lead to a different stage in the pipeline.

4 – Timestamp Data Collection to Track Response Times

With timestamp data collection, you can measure how long it takes for your team to respond to new messages by calculating the time between “Conversation Created” and “Manager Replied.” This helps monitor efficiency, optimize response times, and improve customer experience.

Example: A lead messages your business on WhatsApp at 10:02 AM. The assigned sales rep replies at 10:07 AM. NetHunt automatically records a response time of 5 minutes. You can track these metrics across your team, set response time benchmarks, and identify areas for improvement..

Messenger-Specific Duplicate Handling

Due to platform limitations, duplicate prevention works reliably only for Telegram (Personal) and WhatsApp, where phone numbers are available for verification. Since first and last name-based detection isn’t always accurate, there may be cases where duplicate contacts are created for the same person in other messengers.

With these updates, managing chat conversations is now more efficient and structured. Whether it's automating lead follow-ups, tracking response times, or ensuring smooth customer interactions, these new features help your team stay on top of every conversation.

Get More Out of NetHunt CRM

Want to make the most of NetHunt CRM? Our product experts offer different packages to help you integrate NetHunt into your workflow seamlessly.

See available packages and get started today!

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