---
title: How do I route support messages by keyword?
description: "Start with **Incoming Message** trigger. Add a **Keyword Match** condition: e.g. “billing, payment, invoice” → **Send WhatsApp** (billing team template) and tag “Billing”; “technical, bug, error” → tech template and tag “Technical”; default → **Round Robin** or generic reply and tag “General”. Connect each condition output (True/False) to…"
url: "https://www.smsgatewaycenter.com/blog/kb/how-do-i-route-support-messages-by-keyword/"
updated: "2026-03-24"
category: WhatsApp Business API / Workflow Builder
---

# How do I route support messages by keyword?

Start with **Incoming Message** trigger. Add a **Keyword Match** condition: e.g. “billing, payment, invoice” → **Send WhatsApp** (billing team template) and tag “Billing”; “technical, bug, error” → tech template and tag “Technical”; default → **Round Robin** or generic reply and tag “General”. Connect each condition output (True/False) to the right message or assignment node.

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