Channel Filtering: Restricting Triggering to a Specific Channel

For trigger types based on channel activity (like incoming messages, calls, new conversations, or referrals), you can optionally filter by channel so the trigger fires only when the event happens on a specific channel—helpful in multi-channel workspaces to prevent the same keyword or event from starting the wrong flow on the wrong platform.
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6–7 min read
Category
Triggers
Updated on
Updated on: 23/12/2025

Filter a trigger by channel in a few steps

If you just need the essentials, follow this:

  1. Choose a channel-based trigger type (message, call, conversation, referral)
  2. In trigger configuration, find the Channel field
  3. Select the correct channel (or leave blank for all channels)
  4. Save and test from the same channel you selected
  5. If it “doesn’t work”, check the channel filter first

You’re done. The trigger will now fire only when the event happens on the selected channel.

Step-by-Step Process

1
Understand when channel filtering is available

Some trigger types are based on channel activity (for example, receiving a message, a call, a new conversation, or a referral).
For those trigger types, you can optionally filter by channel so the trigger only fires when the event happens on a specific channel.

Common channel-based trigger types include:

  • Keyword triggers (incoming messages)
  • Catch-all / unmatched message triggers
  • New conversation triggers (Messenger/Telegram)
  • Incoming call triggers (voice-enabled channels)
  • Facebook referral triggers (Messenger deep links)
⚙️
Note: Not all triggers are channel-based. If a trigger isn’t tied to a specific incoming channel event, you may not see a channel filter option.

💡
Tip: Use this in multi-channel workspaces to prevent the same keyword/event from triggering the wrong flow on the wrong platform.

2
Create a channel-based trigger

  1. Go to the Triggers tab.
  2. Click + New Trigger.
  3. Choose a channel-based trigger type (for example, Create message keyword that launches a Flow).

3
Select the channel in trigger configuration

  1. In the trigger configuration, find the Channel field.
  2. Select the channel you want this trigger to apply to.
  3. Save the trigger.

[CAPTURE: Trigger configuration screen showing the “Channel” dropdown.]
[CAPTURE: Channel dropdown expanded with a specific channel selected.]

⚠️
Warning: A channel filter can make a trigger look “broken”. If a contact uses a different channel than the one selected, the trigger will not fire even if everything else matches.

4
Example configuration

Goal: Only messages with keyword child should start the Register child flow, and only when received on channel LeahNyaruka.
Messages from other channels should not start the flow.

Configuration: Trigger type = Keyword, keyword = child, flow = Register child, channel = LeahNyaruka.

[CAPTURE: Completed trigger showing keyword + flow + channel filter.]

5
Test from the correct channel

  1. Send the keyword/event from the same channel you selected in the trigger.
  2. Confirm the trigger fires and the flow starts.
  3. If it doesn’t fire, verify the contact is using the selected channel and check any group include/exclude rules.

Common Issues & Quick Fixes

Problem: The trigger works on one channel but not another.

Fix: That’s expected if a channel filter is set. Remove the channel restriction to allow all channels, or create separate triggers per channel.

Problem: The trigger never fires.

Fix: Confirm the event is happening on the selected channel, ensure the trigger is enabled, and check include/exclude group filters (if used).

Related Resources
Understanding Triggers: Roles and Types of Flow Initiation
Group Filtering: Restricting Triggering to Specific Group Members
Keyword Trigger: Using the First Word of a Message to Launch a Flow