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Keywords let ChatbotX detect specific phrases in a customer’s message and automatically trigger either a static reply or a matching Flow. This is an effective way to create fast-response rules for predictable situations — guiding customers to a menu, checking order information, or answering frequently asked questions. For more natural conversations that require deeper context analysis, ChatbotX recommends combining Keywords with AI Agent support.

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Management Interface

Open Keywords from the left navigation. Use the tabs at the top to choose which direction of messaging should trigger the rule: Each tab contains two main areas:
  • Folders — Organize keyword rules by campaign or use case, such as Promotions or Customer Support. Create a new folder with + Create Folder.
  • Keywords list — A table showing every rule with columns for User Message, Bot Response, Status, and Created At.

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How to Create a Keyword Rule

1

Open the creation modal

Click + Create Automated Response in the top-right corner of the Keywords page.
2

Set up the User Message

Enter the keyword or phrase that the system should recognize — for example, price, consultation, or menu. Click (+) Add more to add multiple keyword variations that should all trigger the same response, such as price quote and pricing.
3

Set up the Bot Response

Choose one of the two response types:
  • (+) Add text reply — Sends a text message immediately. Best for short, direct answers.
  • (+) Add flow reply — Selects an existing Flow from a dropdown. When the keyword is matched, that Flow starts automatically.
4

Save the rule

Click Confirm to save the keyword rule. Use the Status toggle in the list to enable or disable it at any time.

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Page Keyword Responses

Page keywords let your team trigger an automated response by including a configured keyword in a message sent from the Page side of the conversation. For example, an agent can type a short keyword that instantly starts a predefined Flow for the customer — without navigating away from the Inbox.
1

Switch to the Page tab

Open Keywords and select the Page tab.
2

Organize (optional)

Click + Create Folder to organize Page keyword rules by campaign or use case.
3

Create the rule

Click + Create Automated Response, enter the keyword ChatbotX should detect in messages sent by the Page, and choose the Bot Response (text reply or existing Flow).
4

Confirm and manage

Click Confirm to save. Use the Status toggle to enable or disable the rule.
A message containing a Page keyword can repeatedly trigger another message to the customer and create an infinite loop. If this happens, disable the Page keyword immediately and verify that the automated response does not contain the same keyword.

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Automation Priority Order

When rule-based automation and AI are both active, ChatbotX follows a strict priority order to handle each customer message accurately:
Keywords are the fastest and most reliable automation layer in ChatbotX. Use them for high-frequency, predictable messages (opt-outs, FAQs, menu navigation) and let AI handle everything else.