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  1. Automation

Keyword Action

PreviousDefault ActionsNextReply Material

Last updated 20 days ago

Keyword Actions allow you to automate replies based on specific words or phrases that users send to your WhatsApp Business number. When a customer types a predefined keyword, the system automatically detects it and sends a pre-configured response—ensuring quick, consistent, and efficient communication.

This feature is ideal for answering frequently asked questions, sharing catalogs, providing service details, and guiding users through automated flows—without any manual effort. Whether you're handling customer support, sales inquiries, or campaign interactions, Keyword Actions help you stay responsive 24/7.

1. Overview of Keyword Actions

This is the main interface where all your keyword actions are listed. It gives you a snapshot of the keywords that are set to trigger automated replies.

  • To create a new keyword, click on the “+ Add New Keywords” button at the top-right (highlighted with a red arrow).

  • Each row shows:

    • The keyword itself.

    • How many times it got triggered by a user (based on messages received).

    • The matching method used (Exact or Fuzzy).

    • The reply material that will be sent when this keyword is triggered.

    • The current status (ON/OFF).

    • Various actions (View, Edit, Delete, Download Report).

2. How to Create a New Keyword

Once you click on “Add New Keywords”, a popup appears as shown in this image. Here's how to use the options:

  • Add Keywords: Enter the keyword(s) you want to set. You can set multiple separated by commas.

  • Select Matching Method:

    • Exact Matching: The keyword must match the user message exactly.

    • Fuzzy Matching: Works for broader or partial keyword matches.

  • Select Action Type:

    • Reply Material: Choose from pre-created replies stored in the Reply Material section.

    • Template: Use a pre-approved WhatsApp template for official messaging.

  • Select from Reply Materials: Once you choose Reply Material as your action type, use this dropdown to pick the right material.

  • Finally, click “Add Keywords” to save.

3. Enable or Disable a Keyword

  • Each keyword has a toggle switch (highlighted by the red arrow).

  • On: Keyword action is active. If a user types this keyword, the system sends the assigned reply.

  • Off: The keyword will be ignored even if a user types it.

Use this switch if you want to temporarily deactivate a keyword without deleting it.

4. Managing Keywords – Actions

This part explains what each icon under the “ACTION” column does:

  • 👁️ Eye Icon: View keyword details and its configuration.

  • ✏️ Edit Icon: Modify the keyword, matching method, or reply material.

  • 🗑️ Trash Icon: Delete the keyword.

  • 📥 Download Icon: Export the keyword report to see its performance (e.g., triggers, responses sent).

Also note the "Triggered" column:

  • It tells you how many times the keyword was triggered by incoming messages. This helps you track which keywords are most used and optimize replies accordingly.