Set up keyword auto-replies

Custom keywords send a reply you wrote yourself, word for word, when a client's message matches a keyword. The AI isn't involved, so keyword replies don't use credits. They're useful for short, repeated requests, like MENU, HOURS or a code from an ad.

How matching works

• The whole message must match the keyword. A client who writes MENU gets the reply. A client who writes Can I see the menu? doesn't, and the assistant answers instead.
• Upper and lower case don't matter, and spaces at the start or end are ignored. Menu, MENU and menu all match.
• Only keywords switched on are used.

Keyword replies work in conversations where the assistant is enabled and that don't need attention. They're sent even when Enable Assistant is off for the salon, so you can use keywords on their own.

1. 1

   Step 1 of 4

   Open the keywords card

   Go to Settings › Conversations and scroll to Custom Keywords.

2. 2

   Step 2 of 4

   Add a keyword

   Click Add Keyword. In the Create Keyword window, fill in:

   • Keyword: the exact word or phrase, for example HOURS.
   • Reply Message: the message to send back.

   Click Create Keyword.

3. 3

   Step 3 of 4

   Save the card

   The keyword is added to the list, but it isn't live yet. Click Save at the bottom of the card.

   You will see:

   A Settings Updated message appears.

4. 4

   Step 4 of 4

   Test it

   Send the keyword to your salon on any connected channel or on live chat.

   You will see:

   The reply arrives within a few seconds, and the inbox shows it as an assistant message.

Change, pause or remove a keyword

In the Custom Keywords card:

• Use the switch next to a keyword to turn it on or off.
• Open its menu and choose Update to change the keyword or reply, or Delete to remove it.

Then click Save. Changes only take effect after you save the card.

You can also edit a keyword's reply from the inbox. Hover the keyword reply and click the pencil button. The Edit Keyword Reply window updates the reply for future messages.