How do I create an automatic keyword reply?

Keyword replies send a fixed answer when a customer's message contains a word you choose, before the AI assistant gets a turn.

A simple reply: Bot conversations

1. Open Automation → Bot → Bot conversations (/panel/v2/bot/conversations) and click New conversation.
2. In Listens for type the words the bot waits for, one per line (for example: price, prices, how much).
3. Turn on Match exact wording if the message must equal the word exactly. When it is off, the bot accepts words that are 60% similar.
4. Choose the Reply type, write the Reply text and save.

A rule with an action: Keyword rules

In Automation → Bot → Keyword rules (/panel/v2/bot/keyword-rules) click Add rule, choose the Match type (Contains, Exact or Regular expression), then the Action: transfer to a human agent, attach a label, send a fixed reply, or send a WhatsApp Flow.

A welcome for new contacts only

Keyword replies do not tell new and returning customers apart. For a message sent only the first time, use Automation → Bot → Bot builder (/panel/v2/bot/builder) and add the condition Contact is new (first message ever), or the Only new contacts option on the ad-click trigger.

Watch out: a rule with no reply text sends nothing

A new Bot builder rule starts disabled. An empty text reply cannot be saved or turned on, and an empty rule shows the badge "No reply text — sends nothing". Write the reply first, then turn the rule on.

What happens next?

When a message matches a rule, the bot sends its reply right away and the AI assistant does not answer that message. Any message that matches no rule goes to the AI assistant. For the full order, see Who answers first, and pausing the bot for a contact.