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Documentation Index

Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt

Use this file to discover all available pages before exploring further.

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Relay Recipes

A practical reference library of common Relay configurations. Each recipe lists the trigger, any conditions, the actions, and a brief why this works note.
Every recipe here is a starting point. Adjust the wording, labels, assignees, active hours, and conditions to match your team’s workflow. For step-by-step instructions on building a Relay from scratch—including how to use AND/OR between conditions, chain actions, and add delays—see Create & edit a Relay.

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Customer service

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1. After-hours auto-reply

FieldValue
TriggerMessage Received
ConditionActive hours — set your business hours, then toggle Trigger outside of business hours to invert the window
ActionsReply to message: “We’ll get back to you at 8am. Reply STOP to opt out.”
Why this works: Inverting the Active hours window means the Relay only fires when an inbound message lands outside your business hours, so customers always get an immediate acknowledgement. The STOP language keeps you compliant with carrier opt-out requirements.
Add a Delay to the Reply action to avoid sending repeat auto-replies inside a tight back-and-forth.

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2. First-touch reply for anonymous contacts

FieldValue
TriggerMessage Received
ConditionsIs anonymous conversation = true
ActionsReply to message: “Thanks for texting us! What’s your first and last name so we know who to help?” → Add labels to the conversation: Lead
Why this works: New inbound texts from unsaved numbers come in as anonymous conversations. A first-touch reply captures the contact’s name while it’s fresh, and the Lead label gives sales/intake a single filter to work from. See Anonymous, opted out & blocked for how anonymous status is determined.

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3. Opted-out conversation handler

FieldValue
TriggerMessage Received
ConditionContact is opted out (use the closest available condition; today this is most commonly handled by a keyword condition like Message contains text “STOP” or by routing on a label applied earlier in your workflow)
ActionsAdd labels to the conversation: Opted Out → Assign teammates to the conversation: support queue
Why this works: Opt-outs need human review—labeling the thread keeps it visible to compliance/support, and routing it to your support queue ensures someone confirms the customer’s request was honored. Once Opted Out is applied, downstream filters and Relays can avoid texting that contact again.
MessageDesk automatically blocks sending to opted-out contacts at the platform level. This Relay is for internal awareness and audit, not for blocking the outbound message itself.

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Operations and routing

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4. Phone line routing

FieldValue
TriggerMessage Received
ConditionMy phone number equals = the specific connected phone line
ActionsAssign teammates to the conversation: designated teammate(s) → Add labels to the conversation: line-specific label (e.g., Front Desk, Sales Line)
Why this works: Teams running multiple phone lines (Front Desk, Support, Sales) want every inbound message on that line to land with the right owner immediately. Adding a line-specific label also gives you ready-made filtered views in the Inbox.

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5. Keyword-based routing

FieldValue
TriggerMessage Received
ConditionMessage contains text = HELP (or SUPPORT, BILLING, etc.)
ActionsReply to message: “Got it — a support teammate will be with you shortly.” → Assign teammates to the conversation: support team
Why this works: Keyword routing is fast triage: the customer gets an instant acknowledgement and the right team picks up the thread without manual sorting. Combine with My phone number equals if you want the keyword to behave differently on different lines.
Stack multiple keyword Relays (one per keyword) and use a default Relay without a keyword condition as a catch-all.

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6. Auto-assign (round-robin note)

FieldValue
TriggerMessage Received
ConditionsOptional — e.g., My phone number equals a specific line, or message lacks an existing assignee
ActionsAssign teammates to the conversation: teammate
Why this works: A single Relay assigns every inbound conversation to one teammate. True round-robin distribution requires multiple Relays—one per teammate—each segmented by a different line or label condition so they don’t all fire on the same message. There isn’t a built-in “rotate to next teammate” action today; this multi-Relay pattern is the supported workaround.
Pair this with a Triage label and an Inbox filter on Assignee = Unassigned so anything that slips through is easy to spot.

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Webhooks and integrations

Webhook actions require a configured webhook endpoint and signing secret. Set those up in Settings → Developer Tools before turning on the Relays below. See Send Webhook for the full payload format, headers, and signature validation.

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7. Push new inbound message to an external system

FieldValue
TriggerMessage Received
ConditionsNone (or scope by line/keyword)
ActionsSend Webhook → your configured endpoint
Why this works: Streams every new inbound text to your CRM, data warehouse, ticketing tool, or notification service. Pair with My phone number equals to limit the firehose to a specific line, or add Message contains text to forward only certain keywords.

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8. Notify an external system on conversation close

FieldValue
TriggerMessage Received (see workaround below)
ConditionsA label like Closed is applied (workaround)
ActionsSend Webhook → your configured endpoint
Why this works: Today the only supported Relay trigger is Message Received—there isn’t a dedicated ConversationClosed trigger. The supported workaround is to use a closing label as the signal: when an agent closes a conversation, they also apply a label like Closed, and a Relay scoped to that label forwards the close event downstream.
Workaround setup:
  1. Create a workspace label like Closed.
  2. Train your team to apply the label when they close a conversation (or wire it into an existing close-out workflow).
  3. Build a Relay: Trigger Message Received, Condition a label Closed is on the conversation, Action Send Webhook.
When MessageDesk adds a native ConversationClosed trigger, swap the trigger and remove the label condition.

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See also