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Build an automated reply flow that responds to incoming messages matching a keyword — no agent involvement needed.

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Before you start

  • Admin or a role with Message Bot access

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Steps

1

Open Message Bot

Navigate to Message Bot in the main menu.
2

Click Create bot

Open the bot builder.
3

Set a keyword trigger

Enter the keyword or phrase that activates this bot. The bot fires when an incoming message matches.
4

Add response messages

Write one or more response messages. Each sends in sequence.
5

Choose execution scope

Set whether the bot runs on 1:1 chats, specific groups, or all groups.
6

Save and activate

Save the bot. It starts responding immediately on matching messages.

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Tips

  • Keep triggers specific to avoid unintended matches on common words.
  • Add multiple response messages for multi-step flows — each sends in order.
  • If a human agent needs to take over, deactivate the bot for that conversation.