Keyword auto-replies
Send a set reply when a message contains certain words.
A keyword auto-reply sends a fixed response the moment an inbound message contains words you choose — useful for common questions like "price", "hours", or "location".
Keyword auto-replies are checked before AI auto-reply and always win. If a message matches a keyword rule, the AI does not also reply.
Set one up
- Open the auto-replies settings for the channel. Under Connect Accounts, open the channel (Meta, WhatsApp, or TikTok) and go to its DM Auto-Replies tab.
- Add a rule. Enter one or more keywords and the reply message to send. Matching is not case-sensitive.
- Save. The rule applies to new inbound messages straight away.
Tips
- Keep replies short and useful. If a keyword needs a real conversation, have the reply say a person will follow up.
- Don't use very common words (like "hi") as keywords — they'll fire on almost everything.
- For anything that needs judgement, rely on AI auto-reply instead.