How do I auto-answer messages with certain words?

Add an automatic answer with the trigger Message has a word, list the words (for example "price, dam, koto"), and write the answer. When a customer's message has one of those words, the answer goes at once, and a seller still follows up.

Where to find it

Admin › CRM › Inbox › Replies & automations, then the Automatic answers tab.

You need the Inbox settings feature (the owner and the Admin role have it).

Step by step

Open the Automatic answers tab.
Under New automatic answer, give it a name, for example "Delivery charge".
Choose Message has a word.
Choose Every page or one connected page.
In the words box, write the words separated by commas, for example delivery, charge, ডেলিভারি.
Write the answer. {name} becomes the customer's name.
Press Add.

How it works

Any one word is enough. The answer goes if the message has any of the words. Capital letters do not matter.
Part of a word counts too. "price" also matches "prices". Pick words that are not hidden inside other common words.
First match wins. If two word answers match, the one you added first is sent.
Not repeated within 30 minutes. The same word answer does not go to the same customer again within 30 minutes.
One automatic answer per message. Outside office hours the away answer comes first (once in 12 hours). If a word answer goes, the welcome does not.
Word answers show grey in the chat and never stop the seller's clock. The chat still waits for a person.

Good to know

You can write English, Banglish and Bangla words in the same list.
Each answer shows how many times it was used. This tells you which questions customers ask most.
Press On to switch an answer off for a while. Change its text and press Save, or remove it with the bin.
For comments on posts, use the trigger Comment on a post instead.

Common problems

"Write the words (comma separated)." The words box is empty. A word answer needs at least one word.
The answer did not go a second time. It already went to that customer in the last 30 minutes.
The wrong answer went. Two answers share a word, and the older one wins. Make the words more specific.

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