Setting Up Auto-Replies

Keyword auto-replies send automatic messages when a customer's message contains specific words or phrases. This feature is part of the Automations module, accessible from your dashboard sidebar under Automations.

Creating a Keyword Auto-Reply

1. Go to Automations in the dashboard sidebar
2. Click "Create Automation"
3. Choose Keyword Match as the trigger type
4. Enter the keywords you want to listen for (e.g., "price", "hours", "support")
5. Select match mode: any word, all words, or exact phrase
6. Add a Send Message step with your auto-reply content
7. Toggle the automation active and save

Available Triggers for Auto-Replies

Beyond keyword matching, automations support several triggers for different scenarios:

• First Inbound Message — Triggers when a contact sends their first-ever message
• New Message Received — Triggers on any new inbound message
• New Contact Created — Fires when a new contact is added to the system
• Conversation Assigned — Fires when an agent is assigned to a conversation
• Tag Added — Triggers when a specific tag is applied to a contact

Best Practices

• Keep auto-replies concise and helpful
• Use templates for commonly sent responses
• Turn off automations during campaigns to avoid interference
• Review execution logs in the automation detail view