Guide/SendApp Agent/Automations

Keyword bot and automatic replies

Not everything requires AI: often simple, predictable automations are enough. The keyword bot replies instantly when a customer writes a specific word (“hours”, “price”, “info”), 24 hours a day, without keeping anyone waiting.

Updated on June 16, 2026 · 6 min read

How it works

You define one or more keywords and the message to send when the customer writes them. When the incoming text contains that word, SendApp automatically replies with the linked message.

Creating a keyword rule

1. 1

   Open the keyword automatic replies

   From the automatic replies section (Auto Replies) you create your Account's keyword rules.

2. 2

   Add the keywords

   Enter them separated by commas (e.g. “hours, opening, when are you open”).

3. 3

   Write the reply

   Free text or an approved WhatsApp template; it can include media.

4. 4

   Enable the rule and save

   From now on, the reply goes out automatically when the customer's message matches.

Add all the variants customers actually use (singular/plural, synonyms, common typos). The match looks for the word within the text of the incoming message.

Keyword replies are sent word for word, exactly as you write them: they don't pass through the AI translator/rewriter. Write them in the final form you want the customer to read.

A rule's options

Match type

Choose whether the keyword must be contained in the message or match exactly, and whether to be case-sensitive.

Reply

Free text or an approved WhatsApp template (with optional media and buttons).

Automatic tags

Add or remove a tag on the contact when the rule fires: useful for segmenting them and then reaching them with a campaign.

Subscribe / unsubscribe

The keyword can subscribe or unsubscribe the contact from a list (e.g. a “STOP” word to withdraw consent).

When to use AI and when to use keywords