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AUTOMATION AND AI
Keyword trigger
A keyword trigger starts a chatbot flow when a customer's message matches a configured word or phrase, using exact, contains or starts-with matching, optionally case-insensitive. It is the oldest and simplest form of WhatsApp automation: MENU shows the menu, OFFER sends the offer, STOP opts out.
chatbot flowintentopt outflow triggers
Why it matters
Keywords are reliable for things customers are told to type (a QR code that prefills "Hi, I want the menu", an ad that says "reply PRICE") and for opt-in and opt-out words. They fail on natural language: "how much is it" does not contain PRICE. That is where AI intent detection and button-led flows take over.
In VGraple CRM
Flow triggers include keywords with match modes and priority, first message from a new contact, button and list replies, ad referrals, form submissions and stage changes; the triggers guide explains precedence when several match. Opt-in and opt-out keywords are handled by the consent system before any flow runs.