Before You Begin
Ensure you have:
Integrations: Your CTM app integration must be actively configured with your CRM.
CTM Settings: Inside your CTM account, ensure you have enabled "Save Transcripts to Lead Comments".
Webhooks: Your webhook must be properly configured with the CTM callback URL.
Permissions: You need Administrator access to create workflows in the CRM.
Steps
1. Navigate to Workflows
Go to Settings → CRM Settings → Automation → Workflows to access your automated processes.
2. Create New Workflow
Click + New Workflow to begin building your trigger. Name it something easily identifiable (e.g., "CTM Inbound Text: Update Lead Status").
3. Set Trigger Module
This is the most critical step. CTM logs its text messages as activity records.
Set your Target Module to Calendar/Activities.
Set the trigger to run on record creation.
4. Configure Activity Subject Conditions
You need to tell the workflow to only fire when a CTM text occurs. Scroll to the Workflow Conditions and set the logic to trigger when the newly created activity has either of these specific exact subjects:
Subject|is|Inbound message(for received text messages)Subject|is|Outbound message(for sent text messages)
5. Add Update Fields Action
In the workflow actions section:
Select Update Fields as your action type
Choose the related module where you want to update fields
Configure which specific fields to update and their new values
6. Save and Activate
Save your workflow configuration and activate it to start processing CTM text message triggers.
Verification / Expected Result
Once configured, when CTM sends a text message (inbound or outbound), the system will:
Create an activity record with the appropriate subject
Trigger your workflow automatically
Update the specified fields in the related module
💡 Tips & Best Practices
Test your workflow with a sample text message to ensure it triggers correctly
Consider setting up separate workflows for inbound vs outbound messages if you need different field updates
Monitor your workflow logs to verify successful executions