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How-to guideChatbot and AI

Set up keyword replies

Answer common questions automatically whenever a message contains certain words.

3 minutesOwners and adminsUpdated

Before you start

Section titled “Before you start”
  • Owner, admin or manager role in Soosh

Add a keyword reply

Section titled “Add a keyword reply”
  1. Go to Automation > Keyword replies and click Add rule.
  2. In Keywords, enter the words to listen for, separated by commas, like delivery, deliver, shipping.
  3. In Match type, choose how they must appear:
    • Contains: anywhere in the message.
    • Exact match: the whole message is the keyword.
    • Regex: a pattern, for advanced use.
  4. In Response type, choose Text response to answer, or Transfer to Agent to hand the chat to your team.
  5. In Response message, write the answer. Optional: add Buttons the customer can tap.
  6. Optional: if several rules could match the same message, give this one a higher Priority to check it first.
  7. Click Create.
Open in Soosh

The Preview on the right shows a message that matches and the reply.

Result

Section titled “Result”

The rule is in the list, switched on. It answers only while the chatbot is on: in Automation > Chatbot, click Turn on bot if it says Off.

To stop one rule without deleting it, turn off its switch in the list.

Section titled “Related”