Keywords

/dashboard/keywords — rules that match inbound text and run actions.

A rule has

• Name — internal label
• Keyword — the trigger phrase
• Synonyms — list of alternatives that count as a match (e.g. hi + hello + start)
• Match mode — contains / exact / starts_with
• Case sensitive — boolean, default false
• Channel filter — apply only on specific channels, or all
• Trigger frequency — every_inbound / first_match_per_contact / once_per_conversation
• Active window — always / business_hours / outside_business_hours
• Run after first match — when false, the first matching rule wins; when true, continue checking subsequent rules

Actions

Each rule has one or more actions:

• Send text — auto-reply with substituted body
• Send template — for outside-window scenarios
• Start flow — drop the customer into a flow
• Apply tag — add tag = "interested" for segmentation
• Remove tag
• Set status — flip conversation status
• Assign to agent — transfer to a specific agent / team
• Mark opted-out — set subscribed = false so broadcasts skip them
• Subscribe — undo the above

Priority

Rules are evaluated in priority order (lower number first). Use this to put critical rules (compliance opt-outs) ahead of general-purpose ones.

Example: book flow trigger

Customer types “I want to book an appointment” → matches book → starts the Booking flow.