4. Auto-Reply Based on Keywords

Reply new customers based on specific keywords and assign to specific staff

Scenario - Incoming Messages

Create rule under Automation and select Incoming Messages as the Scenario for this rule.

You can set an auto-reply and assign it to a specific staff if an incoming message contains specific keywords.


"Keywords" contain "Pricing", "Price", "Fee" or "Staff ID: 1001", "John Chan"

If you enter multiple keywords and only one of those keywords is sent by the contact, the rule will still run. Hence, this is an "Or" condition.

You can also restrict the Keywords to show only when typing the word exactly as it is: "Keywords" "contain exactly" "Fee"

This will stop the automation from activating when users type in: "Feel" "Coffee" or "Fee?" and will only activate when "Fee" is typed.

"Contact Owner" is Unknown to only target new incoming users.


"Send Message" Customise your message content to send to your leads. You can add more than 1 message and insert customised parameters such as the first name they filled.

Add wait time, eg. 1 minute, to send another message/image for the conversation to be more natural.

"Assign User" > "Specific Person" > "Henson"

Assign the conversation to the staff member who is responsible for these enquires.

Apply a Template

SleekFlow has prepared some ready templates for users, feel free to apply them!

Create Rule under Automation then select Apply a Template

Select Keywords auto-reply under Incoming Messages then edit the conditions and actions according to your preferences.

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