How do I route support messages by keyword?

< 1 min read

0:00 0:20

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.