Keyword/Regex Trigger Not Working for WhatsApp Image/Video Caption Text in Pabbly Chatflow

Dear Pabbly Support Team,

We are facing an issue in Pabbly Chatflow with the Keyword/Regex Match trigger.

We have created a flow where the trigger should start when the customer sends the text:

“Log a service Call”

The flow works properly when the customer sends this as a normal WhatsApp text message.

• However, when the customer sends an image or video with the caption/text “Log a service Cal”, the flow does not trigger.
  
  

Our requirement is:

• The flow should work with or without media attachment.
  
  

Please confirm:

1. Does Keyword/Regex Match trigger support caption text from WhatsApp image/video messages?

I have attached screenshots showing the flow setup and the WhatsApp test where text works but image caption does not trigger the flow.

Please check and guide us with the correct solution.
Regards,
Tulsi Weigh Solutions Pvt. Ltd.

Hello,

Thank you for contacting us.

We have reviewed your query and, for confirmation, we have forwarded it to our technical team. They will verify whether the Keyword/Regex Match trigger supports caption text in WhatsApp image/video messages and investigate the behavior you're experiencing.

Once we receive an update from the technical team, we'll get back to you with the confirmation and the appropriate guidance.

Thank you for your patience!

Hello Anushka,

Thanks for forwarding this. Please request the technical team to confirm quickly, as we need clarity on caption text triggers for WhatsApp media messages at the earliest.

Best regards,
Tulsi Weigh Solutions Pvt. Ltd.

Hello,

Thank you for your patience.

Our technical team is already working on this and is reviewing the behavior. As soon as we receive confirmation from them regarding the support for caption text in WhatsApp media messages, we'll update you promptly.

Thank you for your understanding!

Hello,

Thank you for your patience.

We would like to inform you that if a user sends an image with the keyword/regex included as the caption, the flow will not be triggered.

This is because the incoming message is classified as an image message, whereas the Keyword/Regex Match trigger evaluates only text messages. Since the message type is image rather than text, the keyword/regex condition is not matched, and the flow does not trigger.

If the user sends the same keyword as a normal text message, the flow will trigger as expected.

We have already created WhatsApp messaging apps similar to Wati, AiSensy, and Pabbly Chatflow, where this issue has been successfully solved. In our setup, the flow triggers correctly when a customer sends an image or video with a caption containing the keyword/regex, as well as with normal text messages.

Hello,

Thank you for sharing the details.

Currently, in Pabbly Chatflow, the Keyword/Regex Match trigger evaluates only text messages. If a user sends an image or video with the keyword in the caption, the message is treated as a media message, so the keyword/regex condition is not evaluated and the flow will not trigger.

If you'd like this functionality to be supported, you can submit it as a feature request using the link below: https://roadmap.pabbly.com/b/pabbly-chatflow-new-feature-request-bugs

Our product team will review your request, and if they find it feasible and beneficial for the platform, they'll consider implementing it in a future update.

Thank you for your valuable feedback!