What it is
Respond when customer types specific words.
Tenant menu: Automate → Keyword action
As a partner
Document keyword list in client training materials.
Step-by-step (for your customers)
Add keyword (e.g. PRICE, SUPPORT).
Link to automation flow or quick reply.
Keywords are typically case-insensitive.
Avoid overlapping keywords — first match wins.
Common mistakes
Skipping WABA connection before using this feature.
Missing role permissions — if menu item is hidden, check agent role in Admin.
Testing with production contacts before validating in a small test segment.
Related
Integrate WABA
Dashboard overview