React immediately
Start the configured action when an eligible incoming message matches a defined phrase.
Message-triggered workflows
Turn high-intent customer keywords into immediate action
Configure phrases that represent predictable customer intents, connect them with an eligible action or workflow, and retain fallbacks for messages that do not match.
- Keyword and phrase matching
- Configurable response actions
- Fallback and human handoff
Automate repeatable requests without automating every conversation
Keywords work best for clear, deliberate customer intents where the next action is predictable.
Route common intents
Direct order, pricing, support or appointment keywords toward the appropriate workflow.
Preserve a fallback
Define what happens when no keyword or higher-priority default event matches.
Organize triggers
Keep keyword rules visible and maintainable
Review configured keyword actions in one list so teams can identify overlapping rules, inactive triggers and workflows that require an update.
Use clear internal naming and test realistic customer wording before activation.
- Review configured keyword rules
- Check status and linked behavior
- Avoid ambiguous or competing phrases
Configure the action
Match customer wording with the right next step
Add the intended keyword variants, select the supported response behavior and confirm which sender or workflow context applies.
A narrow, tested rule usually produces a clearer customer experience than a long list of unrelated phrases.
- Add relevant phrase variants
- Choose the supported action
- Test matching and fallback behavior
Create a keyword automation in four steps
- 1
Choose the customer intent
Select a repeatable request with a clear and useful next action.
- 2
Add focused keywords
Enter realistic words or phrases customers use for that intent.
- 3
Configure the action
Connect the rule to the supported reply, workflow or business action.
- 4
Test matches and fallbacks
Try expected, unexpected and overlapping wording before activating the rule.
Use keywords for clear customer intents
Pricing requests
Start an approved pricing or qualification path from a clear pricing phrase.
Order status
Route order-related wording toward the appropriate supported information workflow.
Support requests
Separate common help requests from sales or general enquiries.
Appointment interest
Start a booking or qualification workflow from an appointment keyword.
Product interest
Route a named product or category towards relevant information.
Human assistance
Recognize wording that should request or prioritize an agent handoff.
WhatsApp Keyword Automation FAQs
How does keyword automation work?
Implifie checks eligible incoming message text against configured phrases and runs the associated supported action when a rule matches.
Can a rule contain more than one keyword?
Current trigger controls support multiple keyword values. Use variants that represent the same intent rather than combining unrelated requests.
What happens when no keyword matches?
A configured welcome, fallback or higher-priority default-action workflow can handle messages that do not match a keyword rule.
Are keyword matches case-sensitive?
The current workflow normalizes message text for matching. Always test realistic punctuation, spacing and phrase variants before activation.
Can keyword automation hand the conversation to an agent?
Use the appropriate supported workflow or fallback to preserve human handoff when the request requires judgment.
Use this feature with the rest of Implifie
Connect conversations, customer context, campaigns and automation from the same workspace.
Start today
Respond faster to the customer intents your team sees every day
Configure focused keywords, useful actions and clear fallbacks without removing human support.