Keyword triggers allow you to initiate automated journey flows based on specific messages sent by users on WhatsApp or Instagram. These text-based triggers can be configured to identify messages using flexible conditions.
How Keyword Triggers Work
A message from a user can match a trigger based on the following conditions:
Exact Match: The user’s message must exactly match the keyword.
Begins With: The user’s message starts with the specified keyword.
Contains: The user’s message contains the keyword anywhere.
Contains the Whole Word: The user’s message contains the keyword as a standalone word.
Exclude Contains: The trigger is activated when the user’s message does not contain the keyword.
Keyword triggers are compatible with both WhatsApp and Instagram journey flows.
Steps to Configure Keyword Triggers
Navigate to the Journey
Go to the respective journey where you want to set up the trigger.
Access the Starting Point Block
Locate the "Starting Point" block and click "Add Trigger".
Select the Message Type
For Instagram: Choose "Direct Message" under the direct message option.
For WhatsApp: Choose "WhatsApp Message" under the message received option.
Configure the Keyword Trigger
Define the keyword(s) and specify the matching condition (Exact Match, Begins With, etc.).
Save the configuration.
When the user’s message matches the defined condition, the associated journey flow will be triggered automatically.
FAQs
1) What is the difference between "Contains" and "Contains the Whole Word"?
Contains: Triggers if the keyword appears anywhere in the message, even as part of another word.
Contains the Whole Word: Triggers only if the keyword appears as a standalone word
2) Can I use multiple keywords for one trigger?
Yes, you can configure multiple keywords for a single trigger using different conditions.
3) What happens if no keyword matches the user’s message?
If no keyword matches the user’s message, the configured journey flow will not be triggered.
4) How do I exclude certain keywords?
Use the Exclude Contains condition to ensure the trigger is activated only if the user’s message does not contain specific keywords.
For further assistance or to raise feature requests related to Keywords as Triggers, please contact [email protected].