A keyword automation answers the questions that always use the same word — “deposit”, “parking”, “hours” — or labels those conversations for your team.
- Open Automation and press New automation.
- Under When? choose A message contains… and type the word in the box that appears. Example: “deposit”.
- The suggestion adds a tag. Keep it, change it, or remove it with ✕ and add + Reply: “Hi {customer_name}! The deposit for a Harbour Car Rental booking is $200, returned when you bring the car back.”
- Choose the Limit. Once an hour per conversation stops the same answer going out twice in a row; Once per conversation sends it only the first time.
- Under Where should it run? choose the channels and press Save automation.
Good to know
- One word or phrase per automation. For another word, make another automation.
- Capital letters don’t matter, accents do: “café” and “cafe” are different.
- The word is found anywhere in the message, even inside a longer word: “book” also matches “booking” and “Facebook”. Pick a word that can’t hide inside another.
- Every automation whose word matches answers, so two keyword automations can both reply to one message.
- The AI can still answer after your reply unless you switch on Pause the AI for this message.
- For 30 minutes after someone on your team writes in the conversation, keyword automations stay quiet there.