Setting up keyword triggers

Keywords are words or phrases that automatically start a chatbot flow when a customer sends them.

How keywords work

1. Customer sends a message containing a keyword (e.g., "hi", "menu", "help")
2. AIsoule matches the keyword
3. The associated flow is triggered
4. The flow sends its first message automatically

Creating a keyword

1. Go to Chatbot → Keywords
2. Click "New Keyword"
3. Configure:
   • Keyword — The trigger word/phrase (e.g., "hello")
   • Match type — Exact match or contains
   • Flow — Which flow to trigger
   • WhatsApp Account — Which account this applies to
4. Click Save

Match types

Multiple keywords for one flow

You can create multiple keywords that trigger the same flow:

• "hi", "hello", "hey" → Welcome Flow
• "order", "track", "status" → Order Tracking Flow
• "help", "support", "agent" → Transfer to Agent

Keyword priority

If a message matches multiple keywords:

• Exact match takes priority over contains
• If multiple exact matches exist, the first created wins
• AI auto-reply only triggers if NO keyword matches

Tips

1. Cover common greetings — hi, hello, hey, good morning
2. Use your language — Add keywords in Hindi, regional languages
3. Keep it simple — Single words work better than phrases
4. Don't overlap — Avoid keywords that are substrings of each other
5. Test with real messages — See what customers actually type

Disabling a keyword

1. Go to Chatbot → Keywords
2. Find the keyword
3. Toggle it off (or delete it)

The flow will no longer trigger for that keyword.

Keywords vs AI auto-reply

Recommended setup: Use keywords for common intents (menu, order, help) and AI auto-reply as a fallback for everything else.